Returns And Exchanges Policy
At Celoraevel, we aim to provide a clear and straightforward process for returns, exchanges, and refunds for furniture purchased through our online store. This policy explains the applicable deadlines, eligibility requirements, procedures, and shipping costs.
1. Return and Exchange Window
Return and exchange requests must be submitted within 30 days of delivery. Please contact us within this period before returning any item. Once your request is approved, follow the return instructions and shipping deadline provided by our customer support team.
2. Eligible Return and Exchange Reasons
You may request a return or exchange for the following reasons:
Appearance or Quality Issues
The item arrives with visible damage, scratches, cracks, or defects that affect its appearance or intended use.
Significant Product Discrepancies
The item has a significant color difference from its product description or images, or an unusual, persistent odor.
Incorrect Item
The item received differs materially from the item ordered, including its model or key specifications.
Change of Mind
You may request a return or exchange within the stated period even if the item has no reported defect. Return eligibility and shipping costs are subject to this policy.
3. Product Condition and Return Requirements
Please provide accurate order information and a clear description of the issue. Photos or videos may be required to assess your request. Keep the item and its included parts and accessories in reasonable condition while your request is being reviewed. Contact us before shipping any item back. We will provide applicable return instructions and the designated return address after reviewing your request.
4. How to Request a Return
Contact Us
Email or call us with your order number, proof of purchase or payment, the reason for the return, and supporting photos or videos when applicable.
Review and Authorization
Our customer support team will review the information and notify you of the outcome. If approved, we will provide return instructions and the designated return address.
Return and Inspection
Ship the item according to the instructions provided and retain your shipping receipt and tracking details. Once the item is received, we will inspect it and determine the appropriate resolution in accordance with this policy.
5. How Exchanges Are Processed
Submit an exchange request using the same procedure as a return. If approved, return the original item as instructed. After receipt and inspection, we aim to arrange shipment of the replacement item within 1–3 business days, subject to availability. Delivery times may vary. Please refer to our Shipping Policy for additional information.
6. Return Shipping Costs
Defective, Damaged, or Incorrect Items
For verified defects, significant product discrepancies, qualifying unusual odors or color differences, or incorrect items, we will cover reasonable return shipping costs. Please contact us for return instructions before arranging shipment.
Change-of-Mind Returns or Exchanges
If the request is not related to a product defect or fulfillment error, you are responsible for the applicable return shipping costs.
7. Refund Method and Processing Time
Refund Method
Approved refunds will be issued to the original payment method used at checkout, namely the Visa or MasterCard account used for the purchase.
Review and Refund Initiation
After receiving the returned item, we will complete the inspection and refund review and initiate the refund within 3–5 business days, provided that the returned item meets the requirements of this policy and all necessary information is available.
Bank Processing Time
After the refund has been initiated, the funds generally appear in the original payment account within 3–5 additional business days, depending on the card issuer and payment processing procedures. This bank processing period is separate from our review and refund initiation period.
If the refund does not appear within the expected timeframe, please contact us for assistance.
8. Important Conditions
Submitting a request does not guarantee approval. We will assess each request based on the order details, the reported issue, the item's condition, and the applicable terms of this policy. Nothing in this policy excludes or limits any rights that cannot lawfully be excluded or limited.
9. Contact Us
For assistance with returns, exchanges, or refunds, please contact us:
Address: 7813 Gold Dr, Alamosa, CO 81101, US
Phone: +1 719-552-8364
Email: solutions@celoraevel.com
Opening hours: Monday to Friday, 9:00 AM to 6:00 PM (EST)