Política de reembolso

At Celvoria, customer satisfaction is our priority. We want you to feel confident when shopping with us.

If you are not completely satisfied with your purchase, we are happy to assist you according to the terms below.

30-Day Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To start a return, please contact our customer service team:

Email:
support@shopcelvoria.com

Please include the following information:

Order number
Reason for return
Photos or videos (if the item has a quality issue)

Please do not send items back before receiving return instructions from our customer service team.

Return Eligibility

To be eligible for a return:

The item must be in the same condition as received.
The item must be unworn, unused, unwashed, and free from stains, perfume, makeup, deodorant marks, or signs of wear.
Original tags must remain attached.
The item should be returned in its original packaging whenever possible.
Proof of purchase must be provided.

Items returned that do not meet these conditions may not be eligible for a refund.

Customer Preference Returns

We recommend carefully reviewing our size chart before placing an order.

Returns caused by customer preference, including but not limited to:

Incorrect size selection
Fit issues
Change of mind
Personal preference

may be accepted according to this return policy.

For customer preference returns:

Customers are responsible for return shipping costs.
Return shipping fees are not provided in advance.
Original shipping fees may not be refundable unless the return is caused by an error on our side.

If you are unsure about sizing, please contact our customer service team before placing your order. We are happy to assist you.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive:

A damaged item
A defective item
An incorrect item

please contact us within 7 days after delivery.

Please provide:

Order number
Clear photos or videos showing the issue

Our team will review the information and provide an appropriate solution, which may include a replacement, refund, or other resolution depending on the situation.

Return Shipping Costs

Customer Responsibility

Customers are responsible for return shipping costs for:

Wrong size selection
Fit issues
Change of mind
Personal preference returns

International return shipping costs may vary depending on the destination country.

Our Responsibility

Celvoria will provide assistance or cover return-related costs when:

The wrong item was sent
The item arrived damaged
A confirmed manufacturing defect is identified

Alternative Resolution Options

For certain situations, we may offer alternative solutions to help customers avoid unnecessary international return shipping.

Depending on the specific order situation, possible solutions may include:

Partial refund while keeping the item
Replacement assistance
Other suitable resolutions

The available solution will depend on the details of each case.

Return Process

Once your return request is approved, our customer service team will provide return instructions.

Please ship the item according to the provided instructions and provide the return tracking number after shipment.

Return Address:

Celvoria Return Center

Room 918, Block 2, Pacific Dingwang Commercial Center,
No. 2 Baichen Road, Chihua Community Residents Committee,
Chencun Town, Shunde District,
Foshan City, Guangdong Province, China

Phone:

+86 13510648069

Exchanges

Currently, we do not offer direct exchanges.

If you need a different size, color, or style:

Submit a return request according to this policy.
Once the return is approved, place a new order for the desired item.

Our customer service team will assist you throughout the process.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed within 10 business days and issued to the original payment method used for the purchase.

Please note:

Banks and payment providers may require additional processing time before the refund appears in your account.
Original shipping fees may not be refundable unless the return is caused by an error on our side.

Order Cancellation

Orders can be canceled before they enter processing or shipment.

If you need to cancel your order, please contact us as soon as possible:

support@shopcelvoria.com

Once an order has been processed or shipped, cancellation is no longer possible and the order must follow the return process after delivery.

European Union 14-Day Right of Withdrawal

For customers located in the European Union, you may have the right to request cancellation or return within 14 days after receiving your order, in accordance with applicable consumer protection laws.

Returned items must:

Be unused
Be unworn
Have original tags attached
Be returned in original condition

Return shipping costs remain the customer's responsibility unless otherwise required by applicable law.

Customer Support & Payment Concerns

If you experience any issue with your order, we encourage you to contact our customer service team first.

Our team will review your order details and work with you to provide an appropriate solution, including return assistance, replacement options, or refunds when applicable.

We are committed to resolving customer concerns fairly and efficiently.

Contact Us

If you have any questions regarding returns, refunds, or your order, please contact:

Celvoria Customer Service

Email:

support@shopcelvoria.com

Business Address:

Room 5B, 9 Lai Yip Street,
Kwun Tong, Kowloon,
Hong Kong SAR