At Ceilo.shop, your satisfaction is our priority. If you’re not completely happy with your order, we offer a simple and transparent return and refund process to make things right.

1. Return Eligibility

1.1 How to Start a Return

Returning an item is easy:

  • You must submit your return request within 30 days of the delivery date.

  • Requests made after this period will not be eligible.

  • Once your return is approved, we’ll email you a prepaid return label to send the item back at no cost.

1.2 Item Condition Requirements

To qualify for a return:

  • Items must be unused, unwashed, and in their original packaging, with all labels and tags intact.

  • Products that are used, altered, damaged, or mishandled by the customer are not eligible for return.

1.3 Non-Returnable Products

We cannot accept returns for:

  • Personal hygiene-related products

  • Items marked as Final Sale

  • Customized or personalized orders

1.4 Return Shipping Costs

All eligible returns are free of charge — you won’t pay for return shipping.

2. Refund Timeline

Once we receive and inspect your returned item:

  • A refund will be issued to your original payment method within 10 business days.

  • You’ll receive a confirmation email once your refund has been successfully processed.

3. If Your Refund Is Delayed

If more than 10 business days have passed since your refund approval:

  1. Check with your bank or credit card provider.

  2. Contact your payment service (e.g., PayPal, Stripe) for updates.

  3. If the issue persists, email us at support@ceilo.shop for assistance.

4. Damaged or Defective Orders

If your item arrives damaged or defective:

  • Contact us within 24 hours of receiving your order.

  • Please include photos of the damaged product and your order number in your email to support@ceilo.shop
    We’ll promptly arrange for a replacement, exchange, or refund depending on your preference.

5. Exchange Policy

We’re happy to offer exchanges for eligible items.
Simply reach out to our support team, and we’ll walk you through the exchange process step by step.

6. Contact Information

Business Name: Ceilo.shop
Address: 3555 Springhurst Blvd, Louisville, KY 40241, United States
Phone: +1 (332) 291-1744
Email: support@ceilo.shop
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (EST)