Return & Exchange Policy | Celena Concept

At Celena Concept, our priority is your complete satisfaction with your choice. Our selective curation focuses on impeccable craftsmanship and timeless design. However, if you are not entirely satisfied with your purchase, we have established a clear and transparent Return & Exchange Policy to make your experience as seamless as possible.

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1. Standard Return Window

• Policy: We accept returns and exchanges for a full refund or store credit within 30 days of the delivery date (as confirmed by the carrier's tracking information).

• Conditions: To be eligible for a return, your item must be unused, unaltered, in the same condition that you received it, and in its original packaging (including the signature Celena Concept box). All original tags and labels must remain attached.

• Final Sale Items: Custom-made jewelry, personalized items, or items marked as "Final Sale" cannot be returned or exchanged unless they arrive damaged or defective.

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2. Damaged or Defective Items

Every piece goes through a strict quality inspection before being shipped. However, if you receive an item that is damaged, defective, or incorrect:

• Notification: You must notify us within 7 days of receiving your package.

• Process: Please contact our customer support team with your order number and clear photos of the defect. We will provide a pre-paid shipping label to return the item and immediately arrange for a replacement or a full refund.

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3. Shipping Costs for Returns

• Standard Returns/Exchanges: For voluntary returns or exchanges (e.g., preference or incorrect size selection), the buyer is responsible for return shipping costs. Shipping costs from the original order are non-refundable.

• Store Credit Bonus: If you choose to return your item for Store Credit instead of a refund to your credit card, we will waive the return processing fees as a thank-you for continuing to shop with us.

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4. Refunds and Processing

• Inspection: Once your return is received and inspected by our distribution center (usually within 3–5 business days), we will send you an email notifying you of the approval or rejection of your refund.

• Credit Card Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Please allow 5–10 business days for the transaction to appear on your bank or credit card statement, depending on your financial institution.

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5. How to Initiate a Return

To start a return or exchange, please contact our support team at celenaconcept@gmail.com with your Order Number and the reason for your request. Our team will guide you through the next steps within 24 to 48 business hours.