We have a 30-day return policy from receipt of the goods so that you can decide at your leisure whether you wish to keep or return the product.

For your return to be valid, your product must be in the same condition as when you received it, unused, with labels attached and in its original packaging. You will also need your receipt or proof of purchase.

Cellulu will not cover the cost of the return and will not refund it. If a Cellulu order is refused at the door, not picked up at the collection point or the wrong address is given, 15 euros will be charged for shipping and handling. This will be deducted from the amount to be refunded.

To make a return request, please contact us at info@cellulu.com. Once your return request has been approved, you will receive instructions from us on how and where to send your parcel. Please note that you are responsible for the shipping. It is therefore important that you send your return with Track & Trace. Items returned without this tracking information cannot be accepted.

For returns, please contact us at info@cellulu.com

Damaged goods

Please check your product when you receive it and EMAIL US FIRST if the item is faulty or damaged, or if you have received the wrong product or other problems so that we can identify and rectify the problem immediately. For this purpose, we will ALWAYS ask you for a photo of the item you received.

If your item is faulty, you must notify us by email within 24 hours of receiving the delivery. Please note that you will not receive a refund if a defect/damage is not reported within the specified period. Please understand that all our items have no warranty and we are only liable for the items from the time we process your order until the time of delivery to you.

Replacement items

Please note: only one free replacement. Once you have received a free replacement for your order, no further returns/refunds are possible (except in other cases such as damage/quality issues, which are always subject to our authorisation).

Refunds

We will notify you when we have received and inspected your returned goods. We will then let you know if your return has been authorised. Once we have authorised the return, we will process your refund within 10 working days using the payment method you used at the time of purchase. Please note that it may take some time for your bank or credit card company to process and issue your refund.

Returns

If you wish to return your order for a full refund, you must first send the product back to us via Track & Trace. Upon arrival of your parcel and after checking the contents, the refund will be processed. NOTE: If there is no valid tracking number, we will not be able to process the refund.

Return address

All orders must be sent to the return address below with tracking information in order to receive a refund upon receipt at the warehouse.

Company name: Cellulu Returns
Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District
City: Ningbo
Postcode: 315100
Province: Zhejiang
Country: China China

Please note that parcels sent without tracking information or to a different return address cannot be refunded.

Cancellation

If you wish to cancel your order, please contact us as soon as possible. Orders can be cancelled within 12 hours of placing the order without affecting the processing time. After that, it depends on how far along your order is in processing whether it can be cancelled.