Refund policy
RETURN AND REFUND POLICY
This policy applies to orders placed through chellaviva.com and does not limit mandatory consumer rights available under applicable law.
Standard Return Window
Unless stronger mandatory rights apply, customers may request an eligible return within 30 days after confirmed delivery.
Contact support@chellaviva.com before returning any product.
Standard Return Eligibility
For a standard preference-based return, the product must be:
• Unused, unopened, and sealed where originally supplied sealed.
• In its original packaging.
• In the same condition in which it was delivered.
• Accompanied by an order number or proof of purchase.
For health, hygiene, and safety reasons, skincare, cosmetic, personal-care, and beauty products that have been opened, unsealed, tested, or used are generally not eligible for preference-based returns.
Non-Returnable Items
Subject to mandatory consumer rights, the following are not eligible for preference-based returns:
• Opened, unsealed, tested, or used skincare and cosmetic products.
• Gift cards.
• Items clearly marked final sale.
• Products damaged through misuse, improper storage, or failure to follow instructions.
• Unauthorized returns.
Damaged, Defective, Unsafe, or Incorrect Products
Inspect your order after delivery.
If a product arrives damaged, defective, unsafe, incomplete, or materially different from what was ordered, contact us promptly with:
• Your order number.
• A description of the problem.
• Clear photographs of the product, parcel, packaging, and shipping label.
Where required by applicable consumer law, CHELLAVIVA will provide an appropriate repair, replacement, refund, or other legally required remedy.
Mandatory Consumer Rights
Nothing in this policy excludes or limits rights that cannot legally be excluded.
Customers in Australia retain all applicable rights and remedies under the Australian Consumer Law.
Customers in New Zealand retain applicable rights and remedies under the Consumer Guarantees Act.
Customers in Denmark and other applicable European Economic Area locations retain their mandatory legal guarantee rights.
Customers in the United Kingdom retain applicable statutory rights for faulty, misdescribed, or unsatisfactory goods.
Denmark and European Economic Area Withdrawal Rights
Eligible consumers in Denmark may notify us that they are withdrawing from an eligible online purchase within 14 days after receiving the goods, without giving a reason.
After notifying us, the eligible goods must generally be returned within the legally applicable period.
The customer is responsible for direct return-shipping costs unless the goods are defective, incorrect, or applicable law requires otherwise.
The withdrawal right may not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once the seal has been broken.
United Kingdom Cancellation Rights
Eligible UK consumers may notify us of cancellation within 14 days after receiving an eligible online order.
After notifying us, eligible products must be returned within the applicable legal period.
Applicable cancellation rights may not cover sealed health, hygiene, cosmetic, or personal-care products after their seal has been broken.
Return Procedure
Email support@chellaviva.com before returning a product.
If the return is approved, we will provide the applicable return instructions and return address.
Do not return products to the sender address on the original parcel unless CHELLAVIVA specifically instructs you to do so.
Return Shipping
For standard preference-based returns, customers are normally responsible for return-shipping costs.
For damaged, defective, unsafe, misdescribed, or incorrect products, CHELLAVIVA will provide the remedy and shipping arrangements required under applicable law.
Refunds
After receiving and inspecting an approved return, we will notify you of the decision.
Approved refunds are issued to the original payment method. Refund timing may vary according to the customer’s bank or payment provider.
For eligible UK or EEA withdrawals, refunds will be processed within the period required by applicable law. We may wait until the goods are received or until the customer provides acceptable evidence that they were returned, where legally permitted.
Order Changes and Cancellations
Contact us immediately if you need to change or cancel an order.
We cannot guarantee a change or cancellation after an order has entered processing or fulfillment. This does not limit any mandatory cancellation or withdrawal right.
Undeliverable or Refused Parcels
If a parcel is returned because of an incorrect address, refusal, failed delivery attempts, unpaid import charges, or failure to collect it, any refund may be reduced by non-recoverable shipping or return costs where legally permitted.
Contact
CHELLAVIVA
Email: support@chellaviva.com
Website: https://chellaviva.com
Last updated: September 23, 2026.