SECTION 12: RETAIL GUARANTEE & REFUND & RETURN POLICY
12.01 RETAIL CUSTOMER GUARANTEE
To provide a clear and fair procedure for returning products purchased from Celesty, ensuring Brand Ambassador and customer satisfaction and trust.
This policy is applicable to all Brand Ambassadors and customers who purchase products from Celesty.
1. Full Refund (0-30 Days)
- Brand Ambassadors and customers are eligible for a 100% refund for products returned within 30 days of the purchase date.
2. Partial Refund (31-90 Days)
- For products returned between 31 and 90 days following the purchase, customers will receive a 50% refund and the products that are returned should not show excessive signs of use.
In the event that a Brand Ambassador processes the return of either a full or partial order, the commission previously earned on that transaction will be subject to recalculation. Accordingly, any adjustments will be reflected through a deduction from the associate's commission in the subsequent earning period.
12:02 WARRANTIES
Except as expressly stated herein, Company makes no warranty or representation as to the merchantability, fitness for a particular purpose, workmanship, or any other warranty concerning any product or service purchased from or through Company.
12:03 RETURN POLICIES
- To initiate a return, contact our Customer Service and open a ticket.
- Provide necessary details such as order number, purchase date, and return reason.
- Securely pack and send approved returns to the provided address.
- Refunds, processed in the original payment method, are issued within 10 business days post-receipt.
Exceptions:
- Refunds may be adjusted or denied for items showing significant wear.
- Promotional or limited-time offer products may be subject to specific return policies.
Return Shipping:
- The customer or Brand Ambassador bears return shipping costs unless due to product defect or Celesty error.
Non-Refundable Items,
- Enrollment kits are not eligible for refunds under any circumstances.
Contact:
- For queries or to start a return process, contact Customer Service “support@celesty.com”
Return Process
1. Start
- Email support@celesty.com to inform about the item or order return. Customer Service will guide you through the next steps. For Brand Ambassadors, please submit a ticket in your Virtual Back Office.
2. Secure
- Pack items safely in original packaging or a protective cover, including a copy of the original invoice, and send to
Celesty Warehouse
3305 Griffith St, Charlotte, NC 28203
3. Ship
- Upon receipt of the return, Celesty aims to ensure customer satisfaction. Your Brand Ambassador is always there to assist with future skincare and makeup needs.
12.04 BUYER'S RIGHT TO CANCEL
Federal law grants a buyer the right to cancel certain sales without penalty before midnight of the third business day after the transaction. This rule covers retail consumer sales of $25.00 or more that occur away from the seller's main office. Brand Ambassador must orally inform the buyer of the three-day right to cancel at the time the buyer purchases the goods and deliver 2 three-day cancellation notices to every customer.