We’re sorry about that if you’re not 100% satisfied with the items you received, we accept return requests for most items within 30 days after you signed the parcel. The procedure is as follows:
● Please contact us via info@celuxa.com, indicating the item(s) you would like to return and the reason.
● The customer manager will send the return address to you after agrees to return the items. Please package up the item(s) and the items should be returned with the original packing.
● Drop off your package at the local post office.
● Most returns are processed within 3-5 working days after we receive your package. We’ll issue the refund to your Credit if you don’t inform us to refund to your payment account in advance. The credit balance can be used on your next purchase or be withdrawn from your payment account. Once your refund has been issued, you will receive a confirmation email
Please Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
Non-Refundable Items
- 14k and 18k gold/white gold/rose gold customized products.
- Customized items, including customized size, engraved, customized color, customized stone cut, customized stone size, are not returnable.
- Items that were worn, or sent to you as Replacement/Exchange cannot be returned again.
Return/Exchange Process
- Step 1 : Initiate your return/exchange
E-mail us at info@celuxa.com and let us know your order number. Our customer service representatives determine eligibility for refunds and exchanges and then a “Return & Exchange” authorization will be sent to you.
- Step 2 : Ship product back
Once our customer service has approved your request and provided our return/exchange address to you, please initiate the return/exchange within 3 working days by following our instructions. It’s better to use the shipping method providing tracking information as well as a signature, so delivery can be confirmed. If the item to be returned/exchanged is shipped without a tracking number, the customer will be liable once the item is lost by the carrier and no refund will be issued.
- Step 3 : Refund or exchange
When we receive your return, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Address
Please email us to request a full return address when you need to return items.
Refunds
My tracking info shows my package was delivered ,but I never received it ?
We know how important your order is! Celuxa provides our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
For any questions regarding your order, you can email us at info@celuxa.com . Be sure you provide your name and order number for us to quickly assist you.
Can I still return items if they are worn, damaged, or have the tags removed?
You can only return items that are unworn, unwashed, undamaged, have the original tags/packaging attached and hygiene sticker intact.