We stand behind the quality of every item we deliver. Please review the conditions below before submitting a return or exchange request.
IMPORTANT REQUIREMENT
Record a Complete Unboxing Video
A clear, uninterrupted video showing the sealed parcel being opened is mandatory for every return or exchange claim.
24 HoursReport a damaged item
Video RequiredFrom sealed parcel to product
Damage ClaimsEligible after verification
No Change of MindReturns are not accepted
DAMAGED ITEM POLICY
When a Return or Exchange Is Eligible
If your product arrives damaged, you may request support when all of the following conditions are met:
✓A complete video shows the sealed parcel before it is opened.
✓The opening process and the received product are clearly visible.
✓The damage is clearly shown in the same unboxing video.
✓You contact CELIORA within 24 hours of delivery.
Please note: Claims submitted without a complete unboxing video, or after the 24-hour reporting period, may not be eligible for return or exchange.
HOW IT WORKS
A Simple 3-Step Claim Process
01
Record the opening
Start recording before breaking the parcel seal and keep the full package and product visible.
02
Contact us within 24 hours
Send your order number, registered phone number and unboxing video through WhatsApp or email.
03
Verification and resolution
Our team will review the evidence and, once approved, arrange a suitable replacement or exchange.
CHANGE OF MIND
Change-of-Mind Returns Are Not Accepted
Returns or exchanges are not available when the product is received correctly and undamaged but the customer changes their mind, no longer wants the item, or prefers a different design.
OUR COMMITMENT
Fair Support. Genuine Care.
CELIORA is committed to carefully sourced products, transparent policies and responsible customer support. If a genuine issue occurs, our team will work with you to find the best suitable resolution after verification.
