Cancellation, Return & Refund
At Celinva, your satisfaction is our top priority. We are committed to delivering high-quality products and providing transparent support in the event of issues with your order. This Policy outlines our terms for Cancellation, Returns, Refunds, and Replacements.
Definitions
"Company", "We", "Us", "Our": Celinva
"Items": Products sold through the Website
"Orders": A request by You to purchase goods from Us
"Service": The Website, accessible via celinva.com
"You": The customer purchasing or using our Service
1. Order Cancellation & Modification
Orders are processed 12 hours after being placed. Within this timeframe, you may:
Cancel your order
Modify your shipping address or product details
After 12 hours, orders are sent for fulfillment and cannot be modified or canceled.
📧 For cancellations or changes, contact us at support@celinva.com within the 12-hour window.
2. Shipping Address Errors
Please ensure your shipping address is accurate before placing an order.
If we detect an incomplete/incorrect address, we will contact you by email.
You must respond within 24 hours. If no response is received, the order will be automatically canceled.
3. Return & Refund Policy
You may request a return within 30 days of receiving your order, provided:
The item is unworn/unused, with original tags and packaging
You have the receipt or proof of purchase
⛔ Returns are NOT accepted in the following cases:
You ordered the wrong item/size/color
You changed your mind after receiving the product
A support video or proof of issue was not submitted within 7 days
The item was used for an extended period (several weeks)
The item was delivered to an incorrect address provided by you
The item was on sale or is a gift card
The item is a non-returnable product (e.g., perishables, custom/personalized goods, beauty products, hazardous materials)
✅ Returns are accepted if:
The wrong item, size, or color was sent due to our error
The product was damaged in transit, and you provide valid proof (e.g., video or photos)
The item is defective or has a manufacturing issue (reported within 3 days of delivery)
📦 If your return is approved, we’ll provide a return shipping label and instructions. Items sent back without prior approval will not be accepted.
4. Replacement Policy
We will issue a free replacement in the following cases:
Wrong size, color, or item sent due to our error
Product arrives damaged and Shipping Protection was purchased
Item has technical/production issues reported within 3 days of delivery
🔁 A replacement fee may apply if:
You ordered the wrong item and request an exchange
Your order was lost/damaged in transit and you did not purchase Shipping Protection
The item was damaged due to your own usage
Replacement fee: $3.99 shipping charge
5. Refund Policy
You are protected by our Buyer Protection Program:
If your order doesn't arrive, we'll issue a 100% refund — no questions asked.
💰 Refunds are issued to your original payment method:
PayPal: 1 business day
Debit/Credit Card: 5–10 business days (depending on your bank)
Once we receive and inspect your return, we will notify you about the approval and process your refund. If more than 15 business days have passed and you haven’t received your refund, please contact us.
6. European Union 14-Day Cooling-Off Period
If your order is delivered within the EU, you may cancel or return it within 14 days, for any reason. Returned items must be:
Unused, with tags and original packaging
Accompanied by a receipt or proof of purchase
7. Contact Information
For all return, refund, or replacement inquiries:
We are here to assist and ensure your shopping experience is smooth and worry-free.