Refund policy
Cancellation, Return & Refund Policy
Last updated: October 09, 2024
1. Definitions
- Company: Refers to Celinva (also "We", "Us", or "Our").
- Items: Products available for purchase through our Website.
- Orders: A formal request by You to purchase goods from Us.
- Service: Our online platform and storefront.
- You: The individual or entity purchasing or using our Service.
2. Policy Overview
At Celinva, we prioritize accuracy and timely delivery. If a fulfillment issue occurs, customers may submit a return request within 60 days of receiving the order.
Returns are strictly limited to provider-side errors or logistics issues, such as:
- Incorrect items received.
- Items damaged during transit.
- Shipping loss confirmed by the carrier.
3. Eligibility Requirements
To qualify for a return, the following conditions must be met:
- The item must be unused and in its original packaging.
- A valid order confirmation or proof of purchase must be provided.
- The return must be pre-approved. Items sent back without prior authorization will not be accepted.
4. Exceptions & Non-Returnable Items
The following are not eligible for return or refund:
- Products that have been opened, used, or show signs of wear.
- Items from promotions, bundles, "Buy One Get One" offers, or orders containing free gifts.
- Customized or special-order items.
- Damage caused by misuse, improper handling, or normal wear after delivery.
5. The Return Process
- Submission: Contact our support team with clear photo and video evidence of the issue.
- Shipping: Customers are responsible for all return shipping costs.
- Restocking Fee: Approved returns are subject to a 20% restocking fee, which will be deducted from the final refund.
- Inspection: All returned items undergo inspection before any refund is finalized.
6. Refund Timeline
- Approval: Once inspected and approved, the refund is issued to the original payment method.
- Processing: Refunds typically appear in your account within 10 business days.
- Follow-up: If you haven’t received your refund after 15 business days, please reach out for assistance.
7. Order Cancellations & Changes
- Within 6 Hours: Modifications or cancellations can be made free of charge within 6 hours of the order.
- After 6 Hours: Requests received after this window are subject to a 10% processing fee due to fulfillment steps already in progress.
- Shipped Orders: Shipped orders cannot be canceled. Please follow the return policy upon delivery if the item is no longer desired.
8. European Union 14-Day Cooling-Off Period
EU customers may cancel or return an order for any reason within 14 days of delivery, provided the items are unused, have original tags/packaging, and include proof of purchase.
9. Contact Information
For all inquiries regarding returns, refunds, or order modifications, please contact our support team at:
Email: celinvapillow@gmail.com