Return & Refund Policy

Due to the nature of personal care and beauty products, the following cannot be returned under any circumstances:

• Products that have been opened, used, or had their seal broken
• Items purchased during clearance or final-sale events
• Skincare, cosmetics, and wellness products for hygiene reasons
• Gift cards and digital vouchers
• Items returned beyond the 5-day post-delivery window

If you are unsure whether your item qualifies, please contact our support team before initiating a return.

Follow these steps to initiate a return:

1. Sign in to your account and go to My Account → Purchase History.
2. Locate the order containing the item you wish to return.
3. Click Request Refund / Return next to the relevant item.
4. Select the reason for your return and upload clear photographs showing the issue.
5. Submit your request — our team will review it within 1–2 business days and confirm pickup or next steps via email.

Do not send items back without receiving confirmation from our team, as unconfirmed returns may not be accepted.

Once your return request has been submitted, you can track its progress at any time:

• Sign in and visit My Account → Purchase History
• Select the order in question
• The current status of your return or refund request will be displayed alongside the order details

You will also receive email notifications at each stage — when your request is received, reviewed, approved, and when the refund is processed.

If you received a CELIGIN product as a gift and wish to return it, please reach out to our Customer Support team directly with the following information:

• The order number (if available on the packaging or gift receipt)
• The name or email of the person who placed the original order
• Clear photographs of the item and its condition

Gift returns are subject to the same eligibility criteria — the item must be unused, in original packaging, and reported within 5 days of you receiving it. Refunds for gift returns will be issued as CELIGIN store credit to avoid disclosing the original purchase price to the gift recipient.

Gift cards purchased on CELIGIN are non-refundable and non-returnable once issued. This applies to both physical and digital gift cards.

If a gift card was purchased but never delivered to the recipient, or if there was a technical issue with the card, please contact our support team and we will investigate and resolve the matter on a case-by-case basis.

Yes — replacements are available for orders where the item received was:

• Damaged in transit
• Defective or not functioning as described
• The wrong product or variant compared to what was ordered

Replacement requests must be raised within 5 days of delivery. Subject to stock availability, we will dispatch a replacement at no additional cost. If the item is out of stock, a full refund will be offered instead.

Replacements are typically dispatched to the original delivery address on the order. However, if you need the replacement sent to a different address, please mention this clearly when submitting your return/replacement request via Your Orders.

Our team will accommodate address changes where possible, provided the new address is within our serviceable delivery zones. Please note that address changes for replacements may add 1–2 business days to the estimated delivery time.

We sincerely apologise if you received an item that does not match your order. Here is what to do:

1. Do not open or use the wrong item — keep it in its original condition.
2. Go to My Account → Purchase History and select the relevant order.
3. Choose Wrong Item Received as the reason and upload a photo of the item you received alongside the packaging label.
4. Submit your request — we will arrange a free pickup of the wrong item and dispatch the correct one within 3–5 business days.

Shipping charges are refunded in the following situations:

• The order was cancelled before it was shipped
• The item delivered was incorrect or defective and a return was approved
• The delivery was significantly delayed beyond the promised window due to our error

To request a shipping refund, raise a support request via Your Orders and select the relevant reason. Shipping refunds are credited back to the original payment method within 5–7 business days of approval.

If your order arrived without a warranty card or user manual that was promised or listed as included, you are entitled to raise a complaint. Here's how:

1. Visit My Account → Purchase History and open the relevant order.
2. Select Missing Item in Package as the issue type.
3. Upload a photograph of the contents received and describe what is missing.
4. Our team will review the claim and either arrange to send the missing document or issue a partial refund as applicable.

Please note that warranty cards are managed by the manufacturer. If the card was absent, we will liaise with the brand on your behalf.