Refund policy
**CELLE LONDON Return and Refund Policy**
**Effective Date:** [2020]
**1. Introduction:**
CELLE LONDON ("we," "us," "our") is committed to providing high-quality, fresh skincare products to our customers ("you," "your"). Due to the nature of our products and our commitment to health, safety, and sustainability, our return and refund policy is designed to ensure customer satisfaction while protecting the integrity of our products.
**2. Non-Returnable Products:**
Due to the nature of CELLE LONDON's skincare products, which are intended for application on the skin and face, we cannot accept returns or process refunds for any products that have been in contact with a person. This policy is in place to ensure the safety and well-being of all our customers, particularly in light of ongoing COVID-19 health regulations and concerns.
**3. Exceptional Circumstances:**
While our default policy precludes returns for opened or used products, CELLE LONDON retains the discretion to evaluate refund requests on a case-by-case basis under exceptional circumstances. Refunds may be issued if the following conditions are met:
- The product remains in its original, sealed packaging and has not been used.
- The customer submits a refund request within seven (7) days of receiving the product.
- The refund request includes proof of purchase and a valid reason for the request.
**4. How to Request a Refund:**
To request a refund, please follow these steps:
1. Contact our customer service team at info@cellelondon.com within seven (7) days of receiving your order.
2. Provide your order number, proof of purchase, and a detailed explanation of why you are requesting a refund.
3. Our customer service team will review your request and respond within five (5) business days.
**5. Approval and Processing of Refunds:**
- If your refund request is approved, you will receive a confirmation email with instructions on how to return the product, if applicable.
- Approved refunds will be processed through the original payment method within fourteen (14) business days of approval.
- Please note that return shipping costs, if applicable, are the responsibility of the customer.
**6. Damaged or Defective Products:**
- If you receive a damaged or defective product, please contact us immediately at info@cellelondon.com.
- Provide your order number, a description of the issue, and photographic evidence of the damage or defect.
- We will review your request and, if approved, will offer a replacement product or a full refund, including any applicable shipping costs.
**7. Health and Safety Compliance:**
Due to ongoing COVID-19 regulations and our commitment to health and safety, we strictly enforce our non-returnable product policy for items that have been in contact with a person. This ensures the safety and well-being of all our customers and staff.
**8. Data Protection:**
All personal information collected during the return and refund process will be handled in accordance with our Privacy Policy. We are committed to protecting your data and ensuring your privacy.
**9. Changes to This Policy:**
CELLE LONDON reserves the right to modify this Return and Refund Policy at any time without prior notice. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically for any updates or changes.
**10. Contact Us:**
For any further questions or concerns about our return and refund policy, please contact us at:
- **Email:** info@cellelondon.com
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This Return and Refund Policy ensures that CELLE LONDON operates within legal frameworks while maintaining high standards of customer service and product integrity. The policy is designed to be clear, fair, and protective of both the company and its customers.
!! UPDATE !! DUE TO NEW COVID GUIDELINES ! WE CANNOT NOT ACCEPT RETUURNS ON ANY PRODUCTS IN PERSONAL HYGINE ! PLEASE CONTACT IF YOU HAVE ANY QURIES
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at celleofficiallondon@gmail.com. Please note that returns will need to be sent the address provided by our customer service.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at celleofficiallondon@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at celleofficiallondon@gmail.com.