Refund policy
Right of Withdrawal
The User has fourteen (14) calendar days from the receipt of the order to return a product they are not satisfied with. To do so, they must contact Celavista by sending an email to pedidos@celavista.com stating the reasons for withdrawal, including their name, postal address, order number, and order date.
The products must be returned to Celavista’s address, preferably in their original packaging for greater security, in perfect condition, unused, and complete. For health and hygiene protection reasons (Ref. BOE-A-2014-3329), as the products are dietary supplements and cosmetics, they MUST NOT have been used before returning them. Items that have been opened, are incomplete, damaged, or altered by the customer will not be accepted.
It is very important to return the products properly packaged. If the products are damaged due to inappropriate packaging, the return will not be accepted.
Once we receive the returned products and confirm their good condition, Celavista will accept the return and proceed with the refund through the same payment method used by the customer at the time of purchase. The refunded amount will correspond to the price paid for the product. The maximum period to receive the refund is 14 calendar days from the date the withdrawal request was communicated to us, provided that the merchandise has been returned and verified to be in perfect condition.
Returns Due to Shipping Damage, Product Defects, or Shipping Errors
Your order’s packaging is designed to prevent damage, and the courier companies we work with are fully aware of the product’s fragility. However, if damage occurs during transport, it is very important to check the packaging upon delivery to ensure there is no visible damage, impact, or deterioration.
If there is any visible damage, please note it on the delivery slip before signing for the package. It is also important to inspect the order immediately upon receipt to verify that the contents are in good condition and that no issues have occurred.
If you notice any issues with the product or find an anomaly after unsealing it, please contact us via email at pedidos@celavista.com and describe the problem with the product. Celavista will contact you as soon as possible to offer the best possible solution.
If there is an error in the shipment, please follow the same process. We will review our warehouse shipping records to confirm the issue. If the error is verified, we will replace or complete the order at no additional cost.
Under no circumstances will cash-on-delivery returns be accepted unless explicitly authorized by Celavista.
Once we receive the returned products and verify their condition, Celavista will accept the return and proceed with a refund via the original payment method or, if applicable, send a replacement product.
Claims and Suggestions
For any suggestions, claims, or comments, please contact us through the options available on our Contact page.