Refund policy

Hair Extension Return & Exchange Policy

At Celviá, every set of hair extensions undergoes a thorough quality inspection prior to shipment. Due to the hygienic nature of hair extensions, all hair extension purchases are final sale and are not eligible for refunds.

Exchange Eligibility

Exchanges may be approved only in the following circumstances:

You received an incorrect item as a result of a Celviá fulfillment error.
You require a different shade for color matching, provided the product meets all exchange eligibility requirements.
The product contains a significant, verifiable manufacturing defect.

To qualify for an exchange, products must be returned in brand-new, unused condition with all original packaging, tags, and tamper seals intact. Products that have been worn, installed, brushed, washed, cut, colored, toned, chemically processed, heat styled, or otherwise altered are not eligible for exchange.

Refund Policy

Hair extension purchases are not eligible for refunds.

Refund requests based on the following will not be approved, including but not limited to:

Color match concerns
Shade or tone preference
Buyer error
Change of mind
Normal variations in human hair, including color, texture, density, or wave pattern
Styling results or personal preference
Damage caused by installation, chemical services, heat styling, improper care, or normal wear and tear

If Celviá ships an incorrect item, we will provide instructions for returning the product and will exchange it for the correct item at no additional cost to you.

If a manufacturing defect is reported, the product must first be returned for inspection. Photographs or videos may be requested before authorizing a return. All defect claims are reviewed individually, and Celviá reserves the sole and exclusive right to determine whether a manufacturing defect exists.

If a claim is approved, Celviá will determine the appropriate remedy, which may include repair, replacement, exchange, or store credit. The remedy provided is at Celviá's sole discretion. A refund will not be issued unless required by applicable law.

Celviá reserves the right to deny any return, exchange, or warranty claim that does not comply with this policy or that is determined not to be the result of a manufacturing defect.

Accessories & Tool Return Policy

At Celviá, we proudly stand behind the quality of our products. If you wish to return an eligible non-hair item, your return request must be submitted within 14 days of delivery.

To be eligible for a return, all of the following conditions must be be met:

The product must be unused, unopened, and unaltered.
The product must be returned in its original packaging with all labels, inserts, accessories, protective materials, and seals intact.
The product must not show any signs of use, wear, testing, assembly, cleaning, damage, or modification.

For the purposes of this policy, "unused" means the product has not been used for its intended purpose, tested, assembled, or otherwise handled beyond what is reasonably necessary to inspect the product. Any product that has been used, even once, is considered used and is not eligible for return.

Returns that do not meet all of the above requirements will not be accepted and may be returned to the customer at the customer's expense.

Non-Returnable Items

The following items are not eligible for return:

Any product that has been opened, used, tested, assembled, altered, cleaned, or damaged.
Products returned without their original packaging, labels, inserts, accessories, protective materials, or seals.
Clearance, final sale, promotional, or discontinued items.
Gift cards.
Any item marked as non-returnable at the time of purchase.

Damaged or Incorrect Orders

If your order arrives damaged or you receive an incorrect item, you must notify Celviá within 48 hours of delivery by providing your order number and clear photographs of the product and packaging.

If your claim is approved, Celviá will determine the appropriate resolution, which may include a replacement, exchange, store credit, or another remedy at Celviá's sole discretion.

Return Shipping

Customers are responsible for all return shipping costs unless the return is the result of a verified Celviá fulfillment error.

Inspection & Approval

All returns are subject to inspection upon receipt. Acceptance of a returned package does not constitute approval of the return.

Celviá reserves the sole right to determine whether a returned product meets the requirements of this policy. Any return that does not comply with this policy may be denied and returned to the customer at the customer's expense.