Return policy

Return Policy - Celviera

From the moment you reach out to our customer service regarding your return, your request will be promptly processed. While we strive to respond within 24 hours, please note that due to high demand, it may take a little longer. There is no need to send multiple emails — rest assured that your request will be handled as quickly as possible.

If, for any reason, you're not satisfied with the order you’ve received, please don’t hesitate to contact us. At Celviera, we are committed to ensuring our customers are 100% satisfied with the products purchased. If you experience any issues with delivery or the product itself, our team is here to assist you immediately.

You have the right to return your order within 14 days of receipt for any reason. Whether the product doesn’t meet your expectations, or you simply don’t wish to keep it, you can return your order without providing a reason. Please note that you will be responsible for the return shipping costs. These costs typically amount to approximately £20 per package; please verify the exact pricing with your carrier.

Easy Returns in Three Simple Steps:

1. Request the return form
   Email us at info@celviera.com with your order number, email address, and reason for the return. We will process your request as soon as possible and provide you with instructions on how to return the item.

2. Return your order
   Send the goods along with the completed return form to the address specified on the form. Please use a track-and-trace service to ensure the safe return of your items. As the sender, you are responsible for the return shipping, and we want to avoid any misunderstandings.

3. Get your money back
   Once we receive the returned package, we will ensure that your purchase amount is refunded within 14 working days.

Return Conditions and Guidelines:

Please ensure that returned items are unused, undamaged, and in their original packaging. Unfortunately, hygiene products (such as underwear, masks, and beauty products) cannot be returned for safety reasons. Once we receive and inspect the returned item, we will process the refund in the same payment method you used to make the purchase.

To be eligible for a return, your item must be in the same condition as when you received it, unused, and in its original packaging. You must also provide proof of purchase (receipt or order confirmation).

To initiate a return, please contact us at info@celviera.com with your order number. If your return is accepted, we will send you a return form with detailed instructions on how and where to send your package. Items are shipped directly from our supplier, so they must be returned to the supplier. Please note that our supplier is based in China.

Returns sent to us without prior contact will not be accepted.

If you have any questions about returns, please feel free to contact us via email.

Frequently Asked Questions

What is the return period?
You can return your order within 14 days of receipt.

How long does it take to get my money back?
Once we receive the returned item, we will verify that the products are in their original, sellable condition and process the refund. Refunds are typically processed within 14 working days, but please note that most financial institutions take 3-5 business days to process the refund.

What is a return receipt?
The return receipt is provided by the post office when you return your item. Keep it as proof that you have returned the order.

Why can’t underwear, masks, hygiene, and beauty products be returned?
For safety and hygiene reasons, we do not accept returns of underwear, masks, hygiene, or beauty products. This is a standard policy followed by many retailers for such products.

My product is damaged/defective, what should I do?
Please email us with a few photos showing the damaged or defective part of the product. We recommend clear images taken on a flat surface with good lighting to help us resolve the issue efficiently.

Did you receive the wrong product?
If you received the wrong product, please let us know right away. We will rectify the situation and send you the correct item free of charge.

Can I return my order without contacting you?
No, please contact us first to initiate the return process. The return address may vary depending on the supplier.

Do I have to pay for the return shipment?
Yes, customers are responsible for return shipping costs. We recommend using a tracked service, as we cannot be held liable for lost returns.

How can I contact you?
You can contact us at info@celviera.com. We aim to respond within 24 hours and are always happy to assist you.

Company Name: Celviera
Address: 1 Eastman Road, HA1 4WL Harrow, United Kingdom
Chamber of Commerce Number: 5987423
Email: info@celviera.com
Phone Number: +31683942149