At Celly Accessories, we want you to be happy with your purchase. As we source our unique products from a global network of suppliers, our return policy is designed to address the unique aspects of international shipping and supplier terms.
1. Our Return Window
* We accept returns within 10-15 days from the date your item is delivered.
* To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
2. How to Initiate a Return
* Do not send your purchase back to the sender address on the package. This is often a supplier's warehouse and not our return processing facility.
* To initiate a return, please contact our customer service team at [email protected] within the specified return window.
* In your email, please include:
* Your order number
* The item(s) you wish to return
* Reason for the return (e.g., wrong size, defective, changed mind)
* For damaged or defective items, please attach clear photos/videos of the issue. This is crucial for us to process your claim with our suppliers.
3. Return Shipping
* For buyer's remorse (e.g., changed mind, ordered wrong size): The customer is responsible for the return shipping costs. We recommend using a trackable shipping service as we cannot guarantee receipt of your returned item.
* For defective, damaged, or incorrect items: We will cover the return shipping costs or provide a pre-paid return label, if applicable. We may, at our discretion, offer a refund/replacement without requiring the item to be returned (especially for low-value items, due to high international return shipping costs).
4. Refunds
* Once your return is received and inspected, we will send you an email notification confirming receipt and approval or rejection of your refund.
* If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10] business days.
* Please note: Original shipping fees are non-refundable unless the return is due to a defect or error on our part.
5. Exchanges
* We generally do not offer direct exchanges due to the nature of international shipping and varied supplier inventory. If you need a different size or item, please initiate a return for the original item and place a new order for the desired product.
6. Items Not Received/Lost in Transit
* Shipping times can vary. While most orders arrive within [e.g., 15-45 days], some may take longer, especially during peak seasons or due to customs delays.
* If your order has not arrived within 60 days of shipment, please contact us at [email protected]. We will investigate with our suppliers and logistics partners.
* For orders confirmed as lost in transit, we will offer a full refund or reshipment at no additional cost.
7. Damaged or Defective Items upon Arrival
* If your item arrives damaged or defective, please contact us immediately (within 3-5 days of delivery) with clear photos/videos of the damage and your order number.
* We will work with you to provide a satisfactory resolution, which may include a full refund, partial refund, or replacement, depending on the severity of the damage and supplier policy.
8. Important Notes:
* Customer Service is Key: Your first point of contact for any issues should always be [email protected]. We will liaise with our suppliers on your behalf.
* "Free Return" Service: While some items offer "Free Return" for certain regions, this applies to the supplier's direct return process and does not directly transfer to our customer return process. Your return will be handled through our policy as outlined above.
* Processing Time: Please allow time for international shipping for returns and for us to communicate with our suppliers regarding your refund or replacement. Your patience is appreciated.
Note: Policies are subject to change.