RETURN & REFUND POLICY
We have formulated this return and refund guideline to protect your shopping rights and clarify the rules for order cancellation, product return and fund reimbursement. Please carefully read the terms below before placing your order.
1. Order Cancellation Rules
We support order cancellation requests under the following circumstances: Unpaid Orders If your order remains unpaid, you may cancel it independently or reach out to our customer service team for help.
Paid Orders Paid orders can be cancelled within 48 hours after submission to obtain a full refund. Once the order enters warehouse preparation, packing or shipment procedures, cancellation applications will no longer be accepted.
To submit a cancellation request, please contact us promptly: Email: service@celvarn.com
2. Qualifications for Returns & Refunds
We strive to deliver high-quality goods and reliable shopping service for every buyer. We will review return or refund applications in the scenarios listed below: Products arrive with physical damage Items are found with manufacturing defects Incorrect merchandise is shipped to you
To pass our return review: The product must remain unused and kept in its original packaging and condition The issue must be reported within 7 calendar days after delivery Valid proof of purchase needs to be provided Clear photos or video evidence may be required for verification
Any returned parcels sent without prior approval will be rejected and cannot be processed.
3. Steps to Submit Return or Refund Application
To initiate a return or refund request, please get in touch with our support team via: Email: service@celvarn.com
Your message needs to contain the following information: Your unique order number The email address you filled out during checkout A detailed description of the product problem Photos or videos showing the defect or wrong item (if applicable)
After our team reviews and approves your application, we will send you detailed follow-up instructions.
4. Return Shipping Expense Arrangement
Customer Bears the Cost If the return application is approved due to personal reasons, such as wrong item selection or change of mind, the buyer shall undertake the relevant return delivery fees.
Merchant Bears the Cost If the product damage, defect or wrong delivery is confirmed to be caused by our operational error, we will assess your case and offer proper solutions, including product replacement or full/partial refund.
5. Refund Processing Flow
Once your refund application gets approved: The fund will be returned to your original payment account The whole processing period generally lasts 5–10 business days The actual arrival time depends on your bank institution or payment service provider A confirmation email will be sent to you once the refund procedure is completed.
6. Delayed or Unreceived Refunds
If you have not received your refund after approval: Recheck your payment account balance Consult your bank or payment platform Confirm whether the refund processing window has expired
If the problem still cannot be solved, please contact us: Email: service@celvarn.com
7. Contact Details
For all inquiries about returns, refunds and order related matters, please contact our customer service team:
Website Operator: Ningbo Xuzhi E-Commerce Co., Ltd.
Registered Address: Room 258, Building 4, Shanghui Building, Yunlong Town, Yinzhou District, Ningbo City, Zhejiang Province, China
Business License Entity: Ningbo Xuzhi E-Commerce Co., Ltd.
Customer Service Email: service@celvarn.com
Customer Service: +1 5854606311