Return and Refund Policy

How We Review a Return Request

We do not use one automatic outcome for every return. A request is reviewed according to the product involved, its condition, whether it has been opened or used, the reason for the request, the state of the original packaging, and whether the issue relates to customer preference, fulfillment, or transit damage.

For example, an unopened body lotion returned because the customer changed their mind is different from a foundation that has already been applied, and both are different from a blush that arrived shattered during shipping.

Before sending any product back, contact us so we can review the order and provide the appropriate return instructions where the request is eligible.

Products in Resalable Condition

When the reason for return is unrelated to a defect or fulfillment error, return eligibility generally depends on the product remaining in a condition that can reasonably be accepted back.

This normally means the item should be:

• Unused and not tested on the face, eyes, lips, skin, nails, or body.
• Unopened where the product has a seal, protective closure, sanitary wrap, or other hygiene barrier.
• Clean and free from cosmetic residue, marks, hair, moisture, or contamination.
• Returned with the packaging, applicators, accessories, inserts, and set components originally supplied.
• Protected from avoidable damage while being prepared for return shipment.

Removing ordinary outer shipping packaging is not the same as opening the cosmetic itself. However, opening a product seal, dispensing the formula, swatching the product, or using an applicator can change the hygiene status of the item.

Shade and Color Selection

CELYVANE carries products where shade selection is a central part of the purchase. Foundation, concealer, powder, blush, bronzer, lip color, lip pencils, liner, brow products, mascara, and eyeshadow can all appear different depending on skin tone, lighting, application, photography, and display settings.

Customers should review the shade name and product option before checkout rather than relying on screen appearance alone.

If the correct shade ordered was delivered but the color does not suit your preference, return or exchange eligibility may depend on whether the product remains unused and unopened.

If the shade delivered is different from the shade stated on your order, contact us. That is treated as an order-accuracy issue rather than simply a change of preference.

Please do not test a cosmetic product simply to decide whether to return it unless you are prepared for the possibility that opening or using it may affect return eligibility.

Opened Cosmetics and Hygiene

Cosmetics and personal-care products can come into direct contact with the face, lips, eyes, skin, hands, or body. Once a product has been opened, swatched, applied, dispensed, or otherwise used, it may no longer be suitable for resale for hygiene reasons.

This can apply to products such as:

• Foundation, concealer, powder, blush, bronzer, and highlighter.
• Lip products, pencils, mascara, eyeliner, brow products, and eyeshadow.
• Cleansers, creams, lotions, oils, scrubs, and shower products.
• Applicators, brushes, and beauty tools that have contacted skin or cosmetics.

An opened product may still be reviewed when the concern is a genuine defect, damage, incorrect fulfillment, or another qualifying issue. Hygiene restrictions are not intended to prevent customers from reporting a product that arrived in an unacceptable condition.

Beauty Brushes and Tools

Brushes and beauty tools should remain unused, clean, and in their original condition when a return is requested for reasons such as preference, duplicate purchase, or change of mind.

A brush that has been used with liquid foundation, powder, blush, concealer, eyeshadow, or another cosmetic can retain product residue even after surface cleaning. For that reason, used tools may not be eligible for an ordinary preference-based return.

If a tool arrives broken, incomplete, or different from the item ordered, contact us before using it so the issue can be documented clearly.

Sets, Kits, and Multi-Item Products

Some CELYVANE products may be sold as coordinated sets or kits. A return of a set is easier to review when every component remains together and in the same condition as when received.

If only one item from a set is returned, one component has been used, or packaging is missing, the set may no longer qualify for the same refund treatment as a complete unused set.

If your set arrived with a missing or incorrect component, do not discard the remaining contents or packaging. Contact us with the order number and photographs showing what was received.

Body Care and Liquid Products

Body lotion, body cream, body oil, scrub, shower products, and cleansers require special attention because opening the container can affect hygiene and because damaged packaging may lead to leakage.

If a liquid or cream product arrives leaking, cracked, broken, open, or with visible damage to the closure, keep the bottle or container, outer parcel, and inner packaging while contacting us.

Do not transfer the contents into another container before the issue is reviewed, as doing so can make it difficult to verify the original condition.

Damaged Products

Transit can occasionally affect fragile beauty products. Pressed powder may crack, a compact can break, a pencil can snap, a cap can loosen, or a container may leak if the parcel experiences unusual impact.

If your order arrives damaged, contact us with the order information and clear photographs showing the condition of the product and packaging.

Useful photographs may include:

• The shipping label.
• The outside of the parcel.
• The inner protective packaging.
• The affected product from more than one angle.
• The product label, shade name, or set contents where relevant.

Please keep the damaged product and packaging until the review is complete. We may need those details to understand whether the problem occurred during fulfillment or delivery.

Incorrect Products or Shades

If you receive a different product, shade, color, or configuration from the one shown on your order, contact us before opening or using the item.

Include the order number and a photograph showing the product label or shade information. This helps us compare the delivered item with the original order record.

Opening or using an incorrectly delivered cosmetic before contacting us can make the review more difficult, especially when the item would otherwise be suitable for return.

Missing Items

If a parcel arrives without one or more products, first check whether the order was divided into multiple shipments. Separate parcels may have different tracking references and can arrive on different days.

If all shipments show as delivered and an item is still missing, contact us with the order number and describe what was received.

For sets or kits, specify which component is missing rather than describing the entire set as absent. Photographs of the parcel contents may help us review the packing record.

Items That May Not Qualify for an Ordinary Return

Unless the request relates to a defect, damage, incorrect fulfillment, or another qualifying issue, the following conditions may make a product unsuitable for an ordinary return:

• Cosmetics that have been applied, swatched, tested, or used.
• Body-care or cleansing products that have been opened or dispensed.
• Products with broken sanitary seals or hygiene barriers.
• Used brushes, applicators, or beauty tools.
• Incomplete sets or kits with missing components.
• Products damaged after delivery through misuse, poor storage, or accidental handling.
• Items returned without enough information to identify the related order.

These conditions are reviewed in context. A product that arrived defective or damaged is not treated the same way as a product that was damaged after normal delivery and use.

How to Request a Return

Start the process by emailing [email protected]. Please include enough information for us to locate and understand the request.

It is helpful to include:

1. Your order number.
2. The product name and shade or variation where applicable.
3. The reason for the return or refund request.
4. Whether the product has been opened, tested, used, or damaged.
5. Photographs when the issue involves damage, leakage, incorrect fulfillment, or missing set contents.

Do not send products to an unconfirmed address. Return instructions can depend on the order, fulfillment route, product type, and destination, so a parcel sent without authorization may be difficult to identify or process.

Return Shipping

Responsibility for return shipping depends on why the product is being returned.

When the return relates only to preference, incorrect customer selection, or another reason unrelated to product condition or fulfillment, return shipping may be the customer's responsibility.

When a verified fulfillment issue, incorrect item, qualifying defect, or transit problem is involved, we will review the appropriate return arrangement before the product is sent back.

If return tracking is provided, keep it until the return has been received and reviewed.

Inspection After a Return Arrives

Returned items may be inspected to confirm product identity, condition, completeness, packaging, and whether the state of the product matches the return request.

For cosmetics and body-care products, this inspection may include checking whether seals are intact, whether the product has been used, whether a formula has leaked, whether a shade label matches the order, and whether all set components are present.

A return that arrives in materially different condition from the condition described during the request may require additional review.

Refunds

When a refund is approved, it is generally issued to the original payment method or through another appropriate route when the original method cannot reasonably be used.

The amount of time required for the refund to appear after processing can depend on the payment provider, card issuer, bank, wallet service, or transaction method.

CELYVANE may complete its part of the refund before the financial provider displays the credit in the customer's account.

Partial Refunds

A partial refund may be considered when an otherwise returnable item is received with missing components, damaged packaging, missing accessories, an incomplete set, or a condition that materially reduces the value of the returned product.

Partial refunds may also be relevant where only part of a multi-item order is affected and the remainder was delivered correctly.

The amount, where applicable, depends on the specific product and condition rather than a fixed deduction applied to every return.

Exchanges

Exchange availability depends on product condition, hygiene status, stock availability, shade availability, and the reason for the request.

We cannot assume that an opened cosmetic can be exchanged simply because another shade is preferred. For unused and unopened products, contact us so we can review what options may be available.

If the wrong product or shade was delivered, contact us before placing a replacement order so the original fulfillment issue can be reviewed first.

Sale and Promotional Items

A promotional price does not automatically mean that a product is defective or that fulfillment standards change. If a sale item arrives damaged, incorrect, or incomplete, the issue can still be reviewed based on the actual circumstances.

For preference-based returns, any special conditions clearly disclosed with a promotion may be considered together with product condition and hygiene requirements.

Gifts

If a CELYVANE product was purchased as a gift, we may still need the original order information to identify the transaction and determine the available return or refund route.

Refunds are generally connected to the original payment record, so a gift recipient may need assistance from the purchaser when a refund rather than an exchange is requested.

Late or Missing Refunds

If we have confirmed that a refund was processed but you do not yet see it, allow for the processing time used by your financial institution or payment provider.

It can be helpful to check the original payment account rather than a different card or wallet. If the refund remains unavailable after the provider's normal processing period, contact us with the order details so we can review the transaction status visible to us.

Products Damaged After Delivery

Returns are intended to address eligible shopping, fulfillment, and product-condition concerns. Damage caused after successful delivery through accidental drops, crushing, contamination, improper storage, prolonged heat exposure, unauthorized modification, or use inconsistent with the product's normal purpose is not treated as original transit damage.

If you are unsure whether the condition is related to delivery or later handling, send clear photographs and an explanation of what happened and we will review the available information.