Refund policy

Last Updated: 22.06.2026

At Cielva, we want you to be confident in your purchase. This Return & Refund Policy explains your rights and our procedures regarding returns, refunds, damaged products, and order cancellations.

1. 14-Day Right of Withdrawal (European Union Customers)

If you are a customer located within the European Union, you have the right to withdraw from your purchase within 14 days without providing a reason.

The withdrawal period expires 14 days after the day you receive your order.

To exercise your right of withdrawal, you must notify us by email before the withdrawal period expires.

Contact Email: support@cielva.com

Please include:

  • Full name
  • Order number
  • Email address used for purchase
  • Statement that you wish to withdraw from the purchase

2. Conditions for Returns

To qualify for a return:

  • The product must be returned within 14 days of notifying us of withdrawal.
  • The item must be returned in its original packaging.
  • The product must be returned with all accessories, manuals, and included components.
  • The product should be handled only to the extent necessary to determine its nature, characteristics, and functionality.

We reserve the right to deduct an amount from the refund if the value of the goods has been diminished through excessive handling beyond what is reasonably necessary.

3. Return Shipping

Unless otherwise required by applicable law:

  • Customers are responsible for return shipping costs.
  • Customers are responsible for ensuring the product is adequately packaged for return.
  • We recommend using a tracked shipping service.

Return instructions will be provided after your return request has been approved.

4. Damaged, Defective, or Incorrect Items

If your order arrives:

  • Damaged
  • Defective
  • Incomplete
  • Incorrect

Please contact us within 7 days of delivery.

Email: ssk@cielva.store

Please include:

  • Order number
  • Description of the issue
  • Clear photographs or videos showing the problem

After verification, we may provide:

  • Replacement product
  • Full refund
  • Partial refund
  • Alternative resolution

depending on the circumstances.

5. Refund Processing

Once the returned product has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method used for purchase.

Refunds are generally processed within 14 business days after:

  • Receiving the returned product, or
  • Receiving satisfactory proof that the product has been returned,

whichever occurs first.

6. Order Cancellations

Orders may be canceled before fulfillment begins.

Once an order has entered processing or shipment, cancellation may not be possible.

Customers may still be eligible to exercise their applicable withdrawal rights after delivery.

7. Non-Returnable Situations

Returns may be refused where permitted by law if:

  • The product has been intentionally damaged after delivery.
  • Components are missing due to customer actions.
  • The product has been modified or altered.
  • The product was used in a manner inconsistent with its intended purpose.

Nothing in this section affects mandatory consumer rights under applicable law.

8. Chargebacks

If you experience an issue with your order, we encourage you to contact us first so we can work toward a resolution.

Initiating a chargeback while retaining the product may delay or affect the resolution process.

9. Contact Information

Cielva

Email: ssk@cielva.store

Website: https://cielva.store/

Customer Support: Available through our Contact Page