Return Policy – Celuna (byceluna.com)

1. Applicability and Acceptance

This return policy applies to all purchases made through byceluna.com. By placing an order, the customer expressly agrees to this return policy. Deviations from this policy are only valid if confirmed in writing by Celuna. This return policy should be read in conjunction with Celuna's general terms and conditions and privacy policy.

2. Right of Withdrawal and Period

Insofar as the customer acts as a consumer within the meaning of applicable law, they have the right to withdraw from the agreement without stating reasons within a period of fourteen days after receipt of the product. This period commences on the day on which the customer, or a third party designated by them, physically takes possession of the product.

After this period has expired, the right of withdrawal lapses and no claim can be made for return or refund, unless mandatory law stipulates otherwise.

3. Conditions for Return

To be eligible for a return, the product must be in the same condition as when it was received. The product must be unused, unworn, unwashed, and undamaged and, as far as reasonably possible, returned in its original packaging with all accompanying labels and accessories.

The customer is only entitled to evaluate the product as they would be allowed to do in a physical store. If the use goes beyond what is necessary to establish the nature, characteristics, and functioning of the product, Celuna reserves the right to apply a reduction in value or to refuse the return.

For products where hygiene plays a role, these can only be returned if they are completely clean, unused, and in a resalable condition. Celuna reserves the right to refuse returns if these conditions are not met.

4. Exclusions from the Right of Withdrawal

The right of withdrawal may be excluded for products that, for hygienic or health reasons, are not suitable for return and whose seal has been broken, as well as for products that have clearly been worn or used.

In addition, Celuna reserves the right to refuse returns in cases of abuse of the right to return, including but not limited to repeatedly returning worn clothing, damaged products, or incomplete shipments.

5. Return Procedure

The customer must submit a return request by contacting info@byceluna.com, stating the order number and reason for return. Celuna reserves the right to request additional information or proof, including photos of the product.

Upon approval of the return request, the customer will receive instructions for returning the product. Returns without prior approval may be refused.

The risk of the return shipment lies entirely with the customer until the product has been received and inspected by Celuna. The customer is strongly advised to use a shipping method with Track & Trace.

6. Costs and Shipping of Returns

All costs for returns are borne by the customer, unless otherwise stipulated by law. Returns must be sent to the return address provided by Celuna, which may be located outside the Netherlands.

The customer acknowledges and accepts that international returns may incur higher costs, which are entirely for the customer's account. Celuna is not liable for loss, damage, or delay of returns during transit.

7. Refunds

Upon receipt and inspection of the returned product, Celuna will assess whether the product meets the return conditions. If the return is approved, the purchase amount, excluding any shipping costs, will be refunded via the original payment method.

Celuna reserves the right to suspend refunds until the product has been received and inspected in good order. If there is a reduction in value due to use, damage, or missing parts, a partial refund may be applied.

The processing of refunds can take up to thirty days, depending on the payment method used and external payment providers.

8. Late or Missing Refunds

If a refund has not been received within the specified period, the customer should first check their bank account and payment method. If the refund is still not visible, the customer can contact Celuna. Celuna is not liable for delays caused by banks, payment providers, or other external parties.

9. Defective or Incorrectly Delivered Products

If the customer receives a defective or incorrect product, they must report this as soon as possible, and at the latest within a reasonable period after discovery. Celuna will initially offer a replacement product free of charge.

If replacement is not possible or if the same problem recurs, the customer is entitled to a refund of the purchase amount. Celuna reserves the right to request proof before proceeding with replacement or refund.

10. Cancellations

Orders cannot be canceled after they have been placed and processed in Celuna's system. By placing an order, the customer agrees that processing may start immediately, which may limit the right of withdrawal to the extent permitted by law.

11. Misuse and Fraud

Celuna maintains a strict policy against abuse of the right to return. In cases of repeated returns, use of products before return, fraudulent claims, or other forms of abuse, Celuna reserves the right to refuse return requests, limit refunds, and block future orders.

All costs and damages resulting from misuse will be borne by the customer.

12. Evidentiary Position

Celuna's administration, including shipping data, communication, and return registrations, serves as leading evidence in disputes, subject to counter-evidence from the customer.

13. Contact

For questions about this return policy or to initiate a return request, please contact us via the contact page.