Politique de remboursement

We have a 14‑day return policy, which means you have 14 days after receiving your item to request a return under the terms outlined below.

To be eligible for a return, your item must be in its original, resalable condition: unworn or unused, unwashed, unaltered, free of odor (such as perfume, deodorant, or smoke), free of makeup/dirt stains or pet hair, with all original tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.

How to Start a Return

To start a return, please contact us first at support@celavie.store. If your return request is approved, we will send you detailed return instructions and the designated return shipping address.

Please Note: Items sent back to us without first requesting a return will not be accepted under any circumstances. Customers are solely responsible for paying all return shipping costs, duties, and taxes unless the item was received defective, damaged, or incorrect.

We strongly recommend using a trackable shipping service with signature confirmation or purchasing shipping insurance. We cannot guarantee receipt of returned items without proof of tracking.

Order Cancellation

You may request to cancel an unfulfilled order within 1 hour of placing it by contacting us immediately at support@celavie.store. Cancellation requests are not guaranteed and only apply to orders that have not yet entered processing or fulfillment. Once an order has entered processing/fulfillment or if more than 1 hour has passed, it cannot be canceled and must be handled under our standard return policy upon delivery.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. For verified defective, damaged, or incorrectly sent items, we will cover the return shipping costs or provide a full refund or replacement.

Exceptions / Non‑returnable Items

Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods, and intimate apparel for hygiene reasons. We also do not accept returns for hazardous materials, flammable liquids, or gases.

Gift Cards & Final Clearance: Gift cards are non-refundable. Final clearance or items marked as "Final Sale" are non-returnable, except where required by applicable local law (such as the mandatory EU/UK 14-day statutory cooling-off period).

Exchanges

We do not offer direct exchange services. The fastest way to ensure you receive your desired item is to return the original item following our return process, and once the return is accepted, place a separate purchase for the new item.

European Union & United Kingdom 14‑Day Cooling‑off Period

Notwithstanding the above, for merchandise shipped into the European Union or the United Kingdom, customers have the legal right to cancel or return their order within 14 days of delivery, for any reason and without justification, in accordance with EU/UK consumer protection laws.

To qualify under this cooling-off period, the item must be in the same condition as received: unworn, unwashed, undamaged, with original tags attached, and in its original packaging, along with proof of purchase.
Please note: Under this statutory cooling‑off right, customers remain fully responsible for all shipping costs and import customs fees associated with returning goods to our designated processing facility.

Refunds

We will notify you once we have received and inspected your returned package, and inform you whether the refund has been approved or rejected based on the item's condition. If approved, your refund will be automatically processed back to your original payment method within 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us immediately at support@celavie.store.