Refund policy

Ciellora Return & Withdrawal Policy

Right of Withdrawal

Depending on your location, you may have the right to withdraw from your purchase within 14 days of receiving your order.

To qualify for a return or withdrawal request, items must:

* Be unused and unopened
* Remain in their original packaging
* Be returned in a condition suitable for resale

These requirements help maintain hygiene, health, and product safety standards, especially for beauty, skincare, and body care products.

For customers located in Canada, withdrawal rights apply only if the product arrives damaged, defective, or significantly different from the product description.

To request a return or withdrawal, please contact us within 14 days of delivery at:

[support@ciellora.com](mailto:support@ciellora.com)

Refunds

Once your return request has been reviewed and approved, refunds will be processed within 14 days to the original payment method used for the purchase.

Please note:

* Standard shipping fees are included in eligible refunds
* Return shipping costs are the customer’s responsibility unless the item is faulty, damaged, or incorrect
* Refunds are issued only after returned items have been received and inspected

Processing times may vary depending on your payment provider.

Non-Refundable Items

For hygiene and safety reasons, the following items cannot be returned or refunded:

* Opened or used skincare and body care products
* Hygiene-sensitive items with broken protective seals
* Personalized, custom-made, or made-to-order items

We cannot accept returns for products that cannot be safely resold unless they arrive damaged, defective, or incorrect.

Order Cancellations

Orders may be cancelled only before a shipping confirmation has been issued. Once an order has been dispatched, cancellations are no longer possible except where required by applicable consumer protection laws.

Unclaimed or Refused Deliveries

To help maintain fair pricing and reduce unnecessary shipping and handling costs, a €15 handling fee may apply to orders that are:

* Refused upon delivery
* Not collected from a pickup location
* Returned because of an incomplete or incorrect shipping address provided at checkout

Policy Agreement

By placing an order with Ciellora, you acknowledge and agree to the terms outlined in this Return & Withdrawal Policy.