Refund Policies
Refund & Return Policy
At Celoura, we are committed to providing you with high-quality cosmetic products. Due to the nature of cosmetic and personal care items, we maintain a strict no-return policy to ensure product safety and hygiene standards. However, we understand that issues may occur, and we are here to help in specific circumstances.
We do NOT accept returns for change of mind, color preference, allergic reactions, or dissatisfaction with the product. All sales are final unless the product received is damaged or incorrect.
1. No Return Policy
Due to health, safety, and hygiene reasons, Celoura does not accept returns on any cosmetic products under the following circumstances:
- Change of mind or preference
- Color, shade, or scent differences from expectations
- Allergic reactions or skin sensitivity
- Product did not meet personal expectations
- Purchased the wrong product
- No longer need the product
- Found a better price elsewhere
We encourage all customers to carefully review product descriptions, ingredients, and reviews before making a purchase.
2. Eligible Return Cases
We will ONLY accept returns and provide refunds or replacements in the following two situations:
If your product arrives damaged, broken, leaking, or in unusable condition due to shipping or manufacturing defects.
If you receive an incorrect product that does not match your order confirmation.
360° Video Requirement - MANDATORY
To process any return claim, you MUST provide a 360° unboxing video.
This video is essential evidence and must be recorded from the moment you receive the package until it is completely opened.
3. 360° Video Recording Requirements
The video must begin before you open or tamper with the package. Once opened without video proof, we cannot process your claim.
What Your Video Must Show:
- Sealed Package: Show the sealed/unopened package from all angles
- Shipping Label: Clearly display the shipping label with order number and your name
- Package Condition: Show any visible damage to the outer packaging
- Complete Unboxing: Record the entire process of opening the package without cuts or edits
- Product Inspection: Show all products received from every angle (360°)
- Damage/Error: Clearly demonstrate the damage or wrong product
- Continuous Recording: The video must be one continuous recording without any breaks
Video Specifications:
- Minimum resolution: 720p (HD)
- Clear lighting and visibility
- Stable camera (not shaky)
- Audio is recommended but not mandatory
- Maximum file size: 500MB (or share via Google Drive/Dropbox)
We cannot process any return or refund claims without the 360° unboxing video. Photos alone are not sufficient evidence.
4. How to File a Return Claim
Follow These Steps:
Before opening your package, record a complete 360° unboxing video as per the requirements above.
Email us at returns@celoura.com within 48 hours of receiving your order.
Include your order number, detailed description of the issue, and the 360° video (link or attachment).
Our team will review your claim within 2-3 business days and respond with next steps.
If approved, we will arrange for a replacement or refund as per your preference.
5. Return Timeline
- Claim Filing: Must be submitted within 48 hours of delivery
- Review Process: 2-3 business days after receiving your claim
- Product Return: If required, must be shipped within 5 days of approval
- Refund Processing: 7-10 business days after we receive the returned product
- Replacement Shipping: 5-7 business days after approval
6. Refund Method
If your claim is approved, you may choose between:
- Replacement: We will send you a new product at no additional cost
- Refund: Full refund to your original payment method
- Store Credit: 110% of the product value as store credit for future purchases
Shipping charges are non-refundable unless the error was made by Celoura.
7. Non-Returnable Items
The following items are strictly non-returnable under any circumstances:
- Products with broken seals (unless damaged upon arrival with video proof)
- Products without original packaging
- Clearance or sale items (unless damaged or wrong)
- Gift sets that have been partially used or opened
- Products without proper 360° unboxing video
8. Quality Assurance
At Celoura, we take quality seriously. Every product goes through rigorous quality checks before dispatch. However, if you receive a defective or damaged product despite our efforts, we sincerely apologize and will make it right.
Our commitment to you:
- Only authentic and genuine products
- Secure packaging to prevent damage during transit
- Quality inspection before dispatch
- Prompt resolution of legitimate concerns
9. Prevention Tips
Always record a 360° unboxing video even if the package looks fine. This is your insurance policy. It only takes a few minutes and can save you from potential issues.
Before Purchasing:
- Read product descriptions and ingredients carefully
- Check customer reviews and ratings
- Contact us if you have questions about shades or suitability
- Review our ingredient list if you have known allergies
Upon Delivery:
- Inspect the outer package for visible damage
- Start recording before opening
- Check all items against your order confirmation
- Report any issues within 48 hours
10. Frequently Asked Questions
Q: Can I return a product if I don't like the color?
No, we do not accept returns for personal preferences, including color, shade, scent, or texture. Please review swatches and descriptions carefully before ordering.
Q: What if I have an allergic reaction?
Unfortunately, we cannot accept returns for allergic reactions. We recommend conducting a patch test before full application and reviewing all ingredients before purchase.
Q: Can I exchange a product for a different shade?
No, we do not offer exchanges unless the product is damaged or incorrect.
Q: What if I forgot to record the unboxing video?
Unfortunately, without the 360° unboxing video, we cannot process your return claim. The video is mandatory evidence.
Q: Can I submit photos instead of a video?
No, photos are not sufficient. We specifically require a 360° video showing the complete unboxing process.
Q: How long does the refund take?
Once approved and received, refunds are processed within 7-10 business days. The time it takes to reflect in your account depends on your bank or payment provider.
Need Help?
If you have questions about our return policy or need to file a claim, please contact us:
Returns Email: returns@celoura.com
Customer Support: support@celoura.com
Phone: +91-XXXX-XXXXXX
Hours: Monday - Saturday, 10:00 AM - 6:00 PM IST