Refund Policy

Cancellation Policy

  • When Can You Cancel? You can cancel your order before dispatch or within 3 hours of placing it—whichever comes first.
  • Partial Cancellations: Not allowed after the order is placed.
  • How to Cancel: Email us at citellebeauty@gmail.com to request cancellation.
  • No Cancellations After Delivery: Due to hygiene reasons.
  • Previous Issues: For users with a history of bulk order cancellations or multiple cancellations, refund processing may be delayed for 3-6 months.

Damaged Products

  • Report Damaged Products: Contact us within 48 hours of delivery.
  • Resolution: After verification, you can receive a refund or replacement.

Wrong/Incomplete Orders

  • Report Within 48 Hours: We’ll resolve the issue and send replacements.
  • Unboxing Video: Recommended for verification.

 

Adverse Effects from Products

  • Patch Test Recommended: Especially for sensitive skin or allergies.
  • If Adverse Reactions Occur: Discontinue use.
  • Note: We do not offer dermatological treatments, monetary compensation, or returns on used/opened products.

Payment Made Through Gateway

  • Non-reversible Payments: Payments made via the payment gateway cannot be reversed but will be credited as online store credit.
  • Dispute Resolution: If there's a payment dispute, the customer must provide a bank statement or a bank confirmation letter verifying the transaction.
  • Exchange Eligibility: Products can be exchanged within 7 days of purchase if:
    • The original receipt is provided.
    • The product remains in its original packaging.
  • Delivery Charges: If the correct product is delivered, the customer bears the delivery charges for returns.
  • QA Review: Before an exchange is processed, the product will be inspected by the Quality Assurance (QA) team.