REFUND POLICY

This Refund Policy explains the conditions under which refunds may be requested, approved, and processed for orders placed through our website. We aim to provide a fair, transparent, and customer-friendly refund process while maintaining operational efficiency for all transactions.

By placing an order, you agree to the terms outlined below.

General Refund Principles

We strive to ensure that every customer receives products in good condition and as described. If there is an issue with your order, you may be eligible for a refund in accordance with the conditions outlined in this policy.

Refunds are handled on a case-by-case basis and are subject to verification of the order details and issue reported.

All refunds are issued in USD.

Refund Eligibility

Customers may request a refund under the following circumstances:

  • The item arrives damaged or defective
  • The item is significantly different from the description
  • The order is lost in transit and confirmed as undeliverable
  • The customer receives the wrong item

To be eligible for a refund, customers must provide sufficient information such as order details, photos of the product (if applicable), and a description of the issue.

Non-Refundable Situations

Certain situations may not qualify for a refund, including but not limited to:

  • Incorrect or incomplete shipping address provided by the customer
  • Packages marked as delivered by the carrier but not received due to local delivery issues
  • Minor packaging damage that does not affect product quality
  • Requests made after extended time periods without supporting evidence
  • Issues caused by improper handling or use of the product after delivery

We reserve the right to decline refund requests that do not meet eligibility requirements.

Refund Request Process

To request a refund, customers must contact our support team with relevant order information and issue details.

Please include:

  • Order number
  • Full name used for purchase
  • Description of the issue
  • Supporting images or evidence (if applicable)

Refund requests can be submitted via:

press@celsiussale.com
support@celsiussale.com
wholesale@celsiussale.com

Once a request is received, it will be reviewed by our team.

Review and Approval

After receiving a refund request, our team will carefully review the information provided. Additional details may be requested if necessary to verify the issue.

Once approved, the refund will be initiated according to the original payment method.

Refund Processing Time

Approved refunds are typically processed within:

  • 5–10 business days

Processing time may vary depending on the payment provider or financial institution. Once a refund has been issued, it may take additional time for the funds to appear in the customer’s account.

Partial Refunds

In some cases, partial refunds may be issued instead of full refunds. This may occur when:

  • Only part of the order is affected
  • The issue applies to specific items in a multi-item order
  • A replacement or alternative resolution has been partially fulfilled

Partial refunds are determined based on the nature of the issue and order evaluation.

Order Not Received

If an order has not been received within the expected delivery timeframe, customers should first check the tracking status.

If the package is confirmed lost or undeliverable, a refund or replacement may be issued depending on the situation.

Damaged or Incorrect Items

If a customer receives a damaged or incorrect item, they should contact support as soon as possible.

We may request photos or additional verification to assess the issue. Once confirmed, customers may be eligible for a refund or replacement depending on stock availability and preference.

Refund Method

Refunds are issued to the original payment method used during checkout. If the original payment method is unavailable, alternative arrangements may be made based on customer support evaluation.

Chargebacks and Disputes

Customers are encouraged to contact our support team before initiating any chargeback or payment dispute. Most issues can be resolved quickly through direct communication.

Unauthorized chargebacks may delay resolution and affect future order eligibility.

Customer Responsibility

Customers are responsible for:

  • Providing accurate order and contact information
  • Reviewing product details before purchase
  • Contacting support within a reasonable timeframe after receiving an order

Failure to provide accurate or timely information may affect refund eligibility.

Customer Support

If you have any questions regarding refunds or need assistance with a request, please contact us:

press@celsiussale.com
support@celsiussale.com
wholesale@celsiussale.com

Our support team is committed to reviewing and responding to all refund inquiries in a timely manner.

Policy Updates

We reserve the right to update or modify this Refund Policy at any time to reflect operational changes or service improvements. Any updates will apply to future orders placed through our website.