Refund policy

Last updated: 26-06-2026

At Cellorne, we strive for the highest quality and customer satisfaction. However, if you are not entirely satisfied with your purchase, you may make use of our returns policy as described below.

RIGHT OF WITHDRAWAL — 14-DAY COOLING-OFF PERIOD

  • As a consumer, you have the right to withdraw from your order within 14 days of receipt without giving any reason. Once you have notified us of your withdrawal, you have a further 14 days to return the product.
  • In the event of cancellation, the full purchase price and the standard delivery charges for the original delivery will be refunded.
  • We may delay the refund until we have received the product or until you have provided proof that it has been returned.

EXCEPTION — OPENED PERFUME BOTTLES

  • For reasons of hygiene and product safety, opened perfume bottles cannot be returned.
  • This also applies to products whose seal has been broken and products that have been used or tested.
  • All returns are checked. If a product is found to have been opened or used, the return may be refused.

RETURN CONDITIONS

  • A product is only eligible for return if it is unopened, unused, complete and in its original condition.
  • The product must also be returned within the statutory return period.
  • The consumer may only handle the product in the same way as would be permitted in a physical shop. Any reduction in value resulting from further use may be charged to the consumer.

RETURN COSTS

  • The cost of returning a product is borne by the customer, unless otherwise stated or required by law.
  • We recommend that returns are sent using a track-and-trace service. Cellorne is not responsible for lost returns that cannot be proven to have been dispatched.

REFUNDS

  • Once we have received and checked the returned item, the purchase price will be refunded within 14 days.
  • The refund will be issued via the same payment method used to place the order.
  • If the returned item does not meet the conditions, we will contact you.

DAMAGED OR INCORRECTLY DELIVERED PRODUCTS

  • If you receive a product that is damaged, faulty or does not match your order, please contact us via the contact form as soon as possible after receipt.
  • We may ask you to provide photographs for assessment.
  • If the complaint is valid, you will receive a replacement product or a refund, at Cellorne’s discretion.

EXCLUSIONS

  • Returns will not be accepted if the product has been opened or used, if the seal has been broken, if the product is not in its original condition, if the return period has expired, or if the product has been damaged due to improper use.

REQUEST A RETURN

  • If you wish to request a return, please contact us via the contact form on our website. Our team will then guide you through the returns process.
  • Please include your name, order number, the product or products you wish to return and, optionally, the reason for return.
  • Once you have submitted your request, you will receive instructions on how to return the product.