Return & Refund Policy

1. Scope and Eligibility: This Return & Refund Policy applies only to products purchased directly from Ciel's official website or authorized sales channels. Products purchased from third-party sellers are subject to the seller's own return and refund policies.

2. Return Period for Eligible Products: Customers may request a return for eligible unwanted products within 14 days from the date of delivery (not the purchase date), subject to the conditions in this policy.

3. Condition of Returned Products: To be eligible for return, products must be unused, unopened, and in their original condition, with original packaging, seals (if applicable), labels, and all included items intact. Products that are opened, used, damaged after delivery, or altered are generally not eligible for return or refund.

4. Hygiene and Safety Restrictions (Cosmetics & Personal Care): For hygiene and safety reasons, opened cosmetics, personal care items, testers, samples, and any product with a broken seal (where applicable) are non-returnable and non-refundable, except in cases of verified defect, damage on arrival, or incorrect item delivery, or where applicable law requires otherwise.

5. Damaged, Defective, or Incorrect Products: If a customer receives a damaged, defective, expired, leaking, or incorrect product, they must contact Ciel customer service within 48 hours of delivery and provide the order number and clear photos/videos of the issue. After review and verification, Ciel may offer a replacement, refund, or store credit, as applicable.

6. Return Request Process: Before returning any product, customers must contact Ciel customer service to request return authorization and receive return instructions. Returns sent without prior approval may be delayed or declined.

7. Inspection and Approval: All returned products are subject to inspection upon receipt. Ciel reserves the right to approve or reject a return or refund request if the product does not meet the eligibility conditions set out in this policy.

8. Refund Method and Timing: Once the return is approved after inspection, refunds will be processed to the original payment method used at checkout, unless otherwise required by law or agreed by Ciel. Processing and posting times may vary depending on the payment provider, bank, or payment method.

9. Return Shipping Fees and Non-Refundable Charges: For returns of eligible unwanted products, customers are responsible for return shipping fees and any non-refundable charges (such as original delivery fees or cash-on-delivery fees, where applicable). If the return is due to Ciel's error or a verified damaged/defective/incorrect product, Ciel will bear the return shipping cost.

10. Promotions, Bundles, and Free Gifts: If a return affects a discount, bundle pricing, promotional offer, or free gift eligibility, the refund amount may be adjusted accordingly. Any free gift granted based on the returned purchase may need to be returned in original condition, or its value may be deducted where permitted.

11. Exclusions and Non-Returnable Items: Unless required by applicable law, the following may be non-returnable: opened or used cosmetics and personal care products, testers, samples, products marked final sale/non-returnable, and products damaged due to misuse, improper storage, or failure to follow usage instructions.

12. Policy Updates and Customer Rights: Ciel reserves the right to update or modify this Return & Refund Policy at any time, with changes effective upon posting on the website. This policy does not limit any mandatory consumer rights available under applicable law.

By placing an order with Ciel, customers acknowledge that they have read and understood this Return & Refund Policy. For assistance with returns or refunds, please contact Ciel customer service through the official contact channels listed on the website.