返金ポリシー

At Cielvina (operated by CONGFULFILL LIMITED(Hong Kong)). Your complete satisfaction is our top priority. If you are not entirely happy with your purchase, you are welcome to return qualifying items by following the guidelines outlined below.

1. Conditions for Return

You have 30 days from the date of delivery to return most items for a refund, subject to the following criteria:

  • The product remains unused, unworn, and in its original, pristine condition.
  • All original packaging, tags, and labels are intact and securely attached.
  • The item shows no visible signs of wear, washing, alteration, or damage.

Please note: We maintain the right to reject any returns that fail to meet these requirements.

2. Starting the Return Process

To initiate a return, kindly reach out to our customer care team at info@cielvina.com. Please ensure you contact us prior to sending any items back. We will provide you with specific return instructions that must be followed before you dispatch your package.

3. Return Postal Costs

For returns due to a change of mind or simply no longer wanting the item, the customer is responsible for covering the return shipping fees. Important Details:

  • All returned goods are routed to our designated international processing centre in China.
  • Consequently, international return postage may be costlier than standard domestic shipping.
  • Fees paid for return shipping are non-refundable.

Tip: Always consult with our support staff before posting your return. We can frequently offer alternative resolutions that save you the hassle of an international shipment.

4. Damaged, Faulty, or Incorrect Items

In the rare event that you receive:

  • A flawed or defective product
  • An item damaged in transit
  • The wrong item entirely

Please notify us within 48 hours of receiving your parcel, attaching clear photographs of the issue if possible. Once verified, we will arrange a suitable resolution, which could involve a replacement, a full refund, or assistance with return shipping. You will not be responsible for return postage if the error is on our end.

5. Exceptions / Non-Returnable Goods

We cannot accept returns for the following:

  • Customised or personalised goods
  • Perishable items
  • Requests made after the 30-day post-delivery window
  • Items lacking their original condition
  • Products damaged due to customer misuse or improper care

6. Exchanges

At this time, we do not process direct exchanges. If you prefer a different size, colour, or style, please return your original eligible purchase for a refund and place a fresh order on our website.

7. Cancelling an Order

You may cancel your purchase within 24 hours of placing it. However, if your order has already been processed for dispatch or shipped out, we can no longer halt it, and you will need to follow the standard return procedure once it arrives.

8. How Refunds are Processed

Upon receiving and inspecting your returned package:

  • We will process the refund back to your original method of payment.
  • We do not charge any restocking fees.
  • Please allow up to 10 business days from the date we receive your return for the funds to be approved and issued.
  • The final clearance time may vary depending on your specific bank or payment provider.

9. Company Information Contact

Company Name: CONGFULFILL LIMITED

Trade Name: Cielvina
Representative: Cai Jiancong
Company Registration Number: 80006301
Email Address: info@cielvina.com

Registered Company Address:
UNIT A56 29/F LEGEND TOWER 7 SHING YIP STREET KWUN TONG HK

Warehouse And Returns Centre:
Room B104, Kaicheng High-Tech Park, No. 11 Jiali Road, Dalang Street, Longhua District, Shenzhen, Guangdong Province, China 518109

Email Address: info@cielvina.com

Customer Service Hours: Monday – Friday | 09:00 – 17:00 (GMT).

We aim to respond within 1 business day.