Refund Policy
1. General Replacement or Exchange Conditions
At Cellumove, your satisfaction is our priority. If you notice that the product has a slight defect or the size is not what you expected, you may issue a request through our email (contact@cellumove.com) 30 days after the product is received.
Return fees and conditions:
A €30 restocking fee may apply and will be deducted from the refund amount.
Returns are accepted only if the items are:
- Unworn, unwashed, and in their original condition
- Returned with their original packaging and intact tags
- Accompanied by proof of purchase
Furthermore, the customer will pay for the return shipping cost.
2. Non-Returnable & Non-Refundable Items
Some items are not eligible for return or refund:
- Sale items or items purchased with a discount code: Final sale, no returns or refunds.
- Clearance items: Due to their reduced price, these items cannot be exchanged or refunded.
- Hygiene or intimate items (e.g. breastfeeding accessories, underwear, opened skincare): Not accepted for return for hygiene reasons.
- Shipped orders: If you change your mind after dispatch, you must wait for delivery before initiating a return. No cancellation or refund is possible before receipt.
3. Procedures Based on Circumstances
3.1 Defective or Damaged Item
Please contact us at contact@cellumove.com with:
- Clear photos
- A description of the issue
Once we validate your request, we can issue a new replacement of your item.
3.2 Incorrect Item Received
If you’ve received the wrong product, please contact us at contact@cellumove.com with:
- Clear Photos of the items that arrived
- The items that should have arrived
Once we validate these items, we can proceed to send you the correct product free of charge.
3.3 Item Never Arrived
If your order was marked as delivered but you haven’t received it:
- Contact us via our email so we can open an investigation with the carrier
- If the parcel is confirmed lost, we will issue a full replacement
3.4 Order Cancellation
You may request a cancellation before the order is dispatched.
If the order has already shipped, you must wait to receive it and then follow the return process.
4. Refund Processing Time
Once your returned item is received and inspected:
- You will receive a confirmation email
- If approved, the refund will be processed within 14 working days
Refunds will reflect any applicable return or restocking fees.
5. Refund Method
Refunds are issued via the original payment method:
- Credit card: Refunded to the same card
- PayPal or other methods: Refunded to the original account
6. Return Shipping Instructions
To initiate a return, please contact our customer service team at:
📩 contact@cellumove.com
We will provide full return instructions.
Make sure to pack the items securely and use a tracked shipping method to prevent any issues during transit.
7. Contact Us
For questions regarding exchanges, replacements, returns or refunds, please contact us through our email, whatsapp or facebook pages. We are committed to providing a responsive, polite and supportive service to our customers.