Return & Refund Policy – Celivas

At Celivas, we are committed to ensuring your satisfaction. If for any reason you are not completely satisfied with your purchase, you have the right to request a return or refund under the terms below.

1. Return Period

You have 14 days from the date you receive your order to request a return, in compliance with EU consumer law.

To be eligible, the item must be:

Unused and in its original condition
In the original packaging
Accompanied by proof of purchase (order number or invoice)

2. How to Request a Return

To start a return, please contact our customer support at:

📧 Email: sac@celivas.com

Provide the following:

Full name
Order number
Reason for return

Our team will provide the return instructions and return address.

3. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, the refund will be issued within 10 business days through the original payment method.

Credit card: The refund will be processed to your card (processing time may vary by bank).
Bank transfer / Pix / Other: Refunded directly to the account provided.

4. Return Shipping Costs

If the item is defective or incorrect, Celivas will cover the return shipping costs.
If the return is for any other reason (e.g., change of mind), the customer is responsible for return shipping.

5. Items Not Eligible for Return

Sale or discounted items marked as “non-refundable” on the product page
Items returned used, damaged, or outside the return window

6. Exchanges

If you wish to exchange your item (e.g., for a different size or color), please follow the return process and place a new order after your return is approved.

7. Contact

If you have any questions or need help with your return or refund, our support team is here for you:

📧 Email: sac@celivas.com
🕘 Business hours: Monday to Friday, 9am – 6pm (CET)

Return policy