Cancellation, Return & Refund

Last updated: October 09, 2024

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

Order Cancellation & Modification

At Celinva, every order is treated as a priority reservation the moment it’s placed.
Our system immediately secures your items, assigns them for packing, and schedules them for dispatch, so your order gets ahead of the queue.

Because of this fast, automated process designed to serve all customers fairly, we’re unable to cancel or stop an order once it has been confirmed.
Your order is prepared exclusively for you, and that’s what allows us to deliver quickly, often faster than traditional online stores.

If you happen to notice an error (like a size, color, or address detail), please contact us as soon as possible at support@celinva.com
While we can’t guarantee changes after confirmation, our fulfillment team will do their best to assist before your parcel is handed to the carrier.

We truly appreciate every customer who chooses Celinva.
Once an order is confirmed, we reserve the stock and processing slot specifically for you, so even if others wish to purchase later, that same item is no longer available for reassignment.
This ensures our most loyal customers always receive priority service and guaranteed allocation.

Return & Refund Policy

Your satisfaction matters to us and while we’re confident you’ll love your purchase, we do accept limited returns and refunds under specific conditions.

You may request a return or refund within 30 or 60 days from the date your tracking number is sent, depending on the product’s guarantee period stated on its product page.

Please note: If a chargeback or dispute is initiated without prior communication or an attempt to resolve the issue directly with our support team, the eligibility for any return, refund, or guarantee period (including the 30/60-day trial) will no longer apply.

Once a dispute is filed, the case is transferred to the payment provider and our system automatically closes the order from further support actions.
This means the return or refund process can no longer continue through our customer service team.

We’re committed to resolving any issues promptly and fairly. Please reach out to us first at support@celinva.com before opening a dispute.
Most cases are resolved faster and more smoothly when handled directly with our team.

❌ Returns are NOT accepted if:

- You changed your mind after placing or receiving the order.
- You ordered the wrong item, size, or color.
- The product was purchased during a promotion (e.g., Buy 1 Get 1 Free, bundle deals, flash sales, clearance).
- The product shows signs of wear, washing, or modification.
- No proof of issue (photo or video) was submitted within 7 days of receiving the item.
- The item was used extensively or damaged through misuse.
- The delivery address was incorrect or incomplete as provided by you.
- The issue is related to minor color, texture, or packaging differences due to lighting or production.
- The request relates to Shipping Fees or Shipping Protection (service-based and non-refundable).

✅ Returns are accepted if:

- The wrong item, size, or color was sent due to our error.
- The product was damaged during transit and you provide valid proof.
- 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 step-by-step instructions.
Items sent back without prior approval will not be accepted.
Once verified, a replacement or refund will be issued to your original payment method within 5–10 business day

Replacement Policy

We prioritize replacements over refunds to ensure you receive your order as expected.
A free replacement will be provided if:

- The wrong item, size, or color was sent due to our mistake.
- The product arrived damaged and Shipping Protection was purchased.
- The item has a manufacturing defect that was reported to us within 3 days of delivery.

A small replacement fee may apply if:

- You ordered the wrong item and request an exchange.
- Your package was lost or damaged in transit without Shipping Protection.
- The item was damaged due to misuse.
- Replacement fee: $29.59 (covers shipping & handling).

Refund Policy

If your order never arrives and qualifies under our Buyer Protection 
Program, you may receive a 100% refund.

Refunds (when applicable) are issued to your original payment method:

- PayPal: within 1 business day.
- Debit/Credit Card: within 5–10 business days (depending on your bank).

Once we receive and inspect your return, we’ll notify you of approval and process your refund promptly.
If more than 15 business days have passed and you haven’t received your refund, please contact us.

European Union 14-Day Cooling-Off Period

For customers in the European Union, you may cancel or return your order within 14 days of delivery for any reason, provided that the items are:

- Unused, with tags and original packaging.
- Accompanied by a receipt or proof of purchase.

Contact Information

For all return, refund, or replacement inquiries, please reach us via our Contact Page or email support@celinva.com

Our support team is here to assist and ensure your shopping experience remains smooth, transparent, and worry-free.