Return and Refund Policy
Return & Refund Policy
At Cevorielle, we want every customer to shop with confidence. Our goal is to manage return requests, product concerns, exchanges, and refunds in a clear, fair, and timely way.
This policy explains the requirements and procedures that apply when you wish to return a product, report an issue, request an exchange, or receive a refund.
1. Return Eligibility
Cevorielle offers a 30-day return period. You may request a return within 30 days from the date your order is delivered.
To be eligible for a return, the product must:
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Remain in the condition in which it was received
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Be unused and unworn
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Include all original tags, where applicable
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Be returned in its original packaging
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Be accompanied by a receipt, order confirmation, or other valid proof of purchase
Products that do not meet these requirements may not be accepted.
2. Requesting a Return
Before returning any product, you must first contact our customer support team at:
Please provide your order number, the item you wish to return, and the reason for your request.
If the return is approved, Cevorielle will provide:
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A return shipping label
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The approved return destination
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Instructions explaining how to prepare and send the package
Products returned without prior authorization or without following the provided instructions will not be accepted.
3. Defective, Damaged, or Incorrect Products
Please inspect your order as soon as possible after delivery.
Contact Cevorielle promptly if:
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The product arrived damaged
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The item is defective
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You received the wrong product
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The contents of the order do not match what was purchased
Our customer support team will review the information provided and determine the most appropriate resolution.
To help us evaluate the issue efficiently, we may request photographs of the product, packaging, shipping label, or any visible damage.
4. Products Excluded from Returns
Certain categories of products cannot be returned because of their nature, safety requirements, hygiene considerations, or sale conditions.
Non-returnable products include:
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Perishable products, including pet food and treats
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Customized, personalized, or made-to-order merchandise
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Personal care, grooming, hygiene, or sanitary products
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Hazardous materials
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Flammable liquids
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Flammable or pressurized gases
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Gift cards
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Clearance or sale merchandise
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Original shipping charges paid during checkout
Please contact us before purchasing if you are unsure whether a particular product is eligible for return.
5. Exchanges
For most exchange requests, the fastest option is to return the original product and place a separate order for the preferred replacement.
After your return has been approved and accepted, you may submit a new order for the desired item, size, style, or variation.
Product availability cannot be guaranteed while a return is being processed.
6. European Union Cancellation Rights
Customers whose orders are delivered within the European Union may cancel or return an eligible purchase within 14 days of receiving it.
During this statutory cooling-off period, an eligible order may be returned without giving a specific reason.
The returned product must:
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Be unused
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Remain in its original condition
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Be returned in its original packaging
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Include valid proof of purchase
These rights apply in addition to any protections available under applicable consumer law.
7. Refund Processing
Once a returned package is received, Cevorielle will inspect the product and notify you whether the refund request has been approved or declined.
If approved, the refund will be issued to the original payment method used for the purchase.
Please allow up to 10 business days for Cevorielle to process an approved refund.
Your bank, credit card provider, or payment service may require additional time before the credited amount appears in your account. Processing times imposed by financial institutions are outside Cevorielle’s control.
If more than 15 business days have passed since your refund was approved and the funds have not appeared, please contact us at:
8. Return Destination
Do not send a product directly to the address below unless Cevorielle has first approved the return and provided a return shipping label.
Unauthorized returns may be refused, delayed, or returned to the sender.
Legal Entity:
SUNNYSTEP HONG KONG LIMITED
Return Address:
6/F, WINGS BUILDING, 110-116 QUEEN'S ROAD CENTRAL, CENTRAL, HONG KONG
Customer Support Email:
support@Cevorielle.com