Refund, Replacement & Cancellation Policy

At Ceolla, we strive to ensure complete customer satisfaction. This policy outlines our cancellation, refund, and replacement guidelines so you clearly understand your options at different stages of your order.

Our Policy at a Glance

  • 7-Day replacement window only for damaged or defective products
  • No monetary refunds after delivery due to hygiene standards
  • Full refunds available for cancellations before dispatch
  • Refuse delivery option available for shipped orders
  • Free reverse pickup for approved replacement requests

1. Replacement Policy (No Refunds)

When Can I Get a Replacement?

We offer a free replacement (not refunds) in the following cases:

  • Wrong product delivered
  • Product damaged, leaking, or defective
  • Expired product received
  • Missing items in the order
  • Quality issues such as broken seal or contamination

Conditions for Replacement

  • Request must be raised within 7 days of delivery
  • Product must be unused
  • Original packaging and invoice must be available
  • Photos or videos of the defect are mandatory

Items Not Eligible for Replacement

  • Products that have been used or opened
  • Products without original packaging
  • Free samples or promotional items
  • Products purchased from third-party retailers (Amazon, Nykaa, etc.)
  • Damage caused by misuse or improper storage
  • Requests raised after 7 days from delivery

2. How to Request a Replacement

Step 1: Contact us within 7 days of delivery

  • Email: info@ceolla.com
  • WhatsApp: +91 7349719540
  • Website: My Orders → Request Replacement

Step 2: Provide the following details:

  • Order ID
  • Product name
  • Reason for replacement
  • Photos/videos showing the defect

Step 3: Our team reviews the request within 48 hours.

Step 4: If approved:

  • Reverse pickup arranged (3-5 business days)
  • Warehouse verification (1-2 business days)
  • Replacement dispatch (2-3 business days)

Total Timeline: Approximately 10-15 business days.

3. Replacement Options

Option A: Same Product Replacement

  • Exact product replacement
  • Free shipping
  • No additional charges

Option B: Different Product

  • Choose another product of equal or lesser value
  • Price difference credited to Ceolla Wallet

Option C: Ceolla Wallet Credit

  • Store credit equal to product value (excluding shipping)
  • Valid for 12 months
  • Usable for future purchases on www.ceolla.com
  • Cannot be converted to cash

4. Cancellation Policy

A. Before Dispatch (Pre-Shipment)

  • Free cancellation anytime before dispatch
  • Full refund to original payment method

How to Cancel

  • Website: My Orders → Cancel Order
  • Email: info@ceolla.com
  • WhatsApp: +91 7349719540

Refund Timeline

Payment Method Refund Time
Credit/Debit Card 5-7 business days
UPI 3-5 business days
Net Banking 5-7 business days
Wallets 3-5 business days
COD No payment made

Refund Amount: Full order value including shipping.

B. After Dispatch (Post-Shipment)

Direct cancellation is not possible once the order is shipped. Your only refund option is to refuse delivery.

Steps:

  • Refuse the package at the time of delivery
  • Do not open or accept the parcel
  • The courier will return it to our warehouse
  • Refund will be processed after verification

Refund Timeline

Stage Time
Return transit 3-7 business days
Warehouse verification 1-2 business days
Refund initiation 24 hours
Bank processing 5-7 business days

Total Time: 10-17 business days

Refund amount will be the product value minus shipping charges.

C. After Delivery (Post-Acceptance)

  • No cancellation possible
  • No monetary refunds
  • Replacement available only for defective products within 7 days

Due to hygiene standards, once a product is delivered and accepted, it cannot be resold.

5. Refund Summary

Scenario Refund Available Method
Pre-Dispatch Cancellation Yes Original payment method
Refused Delivery Yes Product value minus shipping
Accepted Delivery No Replacement only

6. Important Notes

  • No refunds after accepting delivery
  • Refunds processed only to original payment source
  • No refunds for change of mind
  • No refunds for fragrance/texture preferences
  • No refunds for allergic reactions (patch test recommended)
  • No refunds for products bought on third-party platforms

7. Ceolla Wallet Credit

  • Valid for 12 months
  • Usable on any product on www.ceolla.com
  • Auto-applied at checkout
  • Non-transferable
  • Non-refundable

8. Fraudulent Returns

We reserve the right to reject requests involving false claims, repeated suspicious returns, or misuse of the return policy.

9. Quality Assurance

All products are inspected before dispatch including:

  • Defect checks
  • Packaging integrity verification
  • Expiry date validation
  • Tamper-proof seals

10. Contact Us

Email: info@ceolla.com
Phone / WhatsApp: +91 7349719540
Support Hours: Monday – Saturday, 10:00 AM – 7:00 PM IST

11. Grievance Officer

Name: Yashika R Sakaria
Designation: Founder & CEO
Email: yashika@ceolla.com
Phone: +91 7349719540

Grievances will be acknowledged within 48 hours and resolved within 30 days.

12. Policy Updates

We may update this policy at any time. Continued use of our website constitutes acceptance of the updated policy.

13. Governing Law

This policy is governed by Indian law. Disputes are subject to the exclusive jurisdiction of courts in Maharashtra, India.