Cancellation, Return & Refund
Definitions
"Company", "We", "Us", "Our": Celinva
"Items": Products sold through the Website
"Orders": A request by You to purchase goods from Us
"Service": The Website, accessible via celinva.com
"You": The customer purchasing or using our Service
Policy Overview
At Celinva, every product is carefully inspected before shipping. This policy explains how cancellations, returns, and refunds are handled, and the conditions that must be met for each request.
By placing an order on celinva.com, you confirm that you have read and agreed to the terms below, including our Dispute Resolution process in Section 2 — please contact our support team at help@celinva.com before initiating any chargeback or payment dispute. Most concerns are fully resolved within 24–48 business hours through direct support.
1. Order Cancellation
Orders may be canceled free of charge within 6 hours of purchase, provided the order has not yet entered our fulfillment process.
For cancellation requests submitted after the 6-hour window, if the order has not yet been shipped, a 10% order preparation fee will be deducted from the refund. This fee covers the work already completed on your order — including quality inspection, packaging, and labeling — and is not refundable once an order has entered preparation.
- Cancellation requests must be sent to help@celinva.com with your order number.
- Once an order has been handed over to the carrier, it can no longer be canceled and must be handled under our Return Policy below.
2. Dispute Resolution & Chargebacks
We are committed to resolving every issue fairly and promptly. Before initiating any chargeback or payment dispute with your bank or card issuer, please contact our support team at help@celinva.com with your order number and a description of your concern. Our team responds within 24 business hours and resolves valid claims within 5–10 business days.
Chargebacks filed without prior contact with our support team, or for reasons not eligible under this policy, may be formally contested with the payment processor using the terms agreed to at checkout.
3. 60-Day Comfort Trial — What It Covers
Our 60-Day Comfort Trial gives you time to experience your Celinva product in real daily use. It covers the following situations only:
Eligible for return or replacement:
- The product arrived defective (broken stitching, torn cover, faulty electronics, missing parts).
- The product arrived damaged during transit.
- You received the wrong item or wrong quantity.
- A manufacturing defect appears within 60 days of delivery under normal use.
To qualify, you must:
1. Contact help@celinva.com within 7 days of delivery for transit damage or wrong-item claims, and within 60 days of delivery for manufacturing defects.
2. Provide your order number and clear photos or a short video showing the defect.
3. Wait for written RMA (Return Merchandise Authorization) approval before shipping anything back. Items returned without prior RMA approval will not be accepted, refunded, or returned to sender.
4. What Is NOT Eligible for Return or Refund
For hygiene, safety, and fairness reasons, the following are not eligible for return, exchange, or refund:
- Comfort & feel preference — the product feels too firm, too soft, too thick, too thin, too warm, too tight, or too loose for your personal preference. Orthopedic and support products require a 7–14 day adjustment period for your body to adapt. Comfort-based claims made before completing this adjustment period will not be processed.
- Fit & compatibility issues — the product does not fit your specific chair, car seat, body size, bed, or environment. Full product specifications (dimensions, weight, size range) are listed on each product page. Customers are responsible for verifying compatibility before ordering.
- Medical or therapeutic outcomes — the product did not relieve a specific medical condition, pain level, or symptom. Celinva products are comfort, posture-support, and wellness accessories, not medical devices. They are not intended to diagnose, treat, cure, or prevent any condition. Individual results vary by body type, usage habits, and underlying conditions.
- Change of mind / no longer needed / ordered by mistake — buyer’s remorse, duplicate orders, declined gifts, or any subjective change of decision after the order has shipped.
- Hygiene & sanitary exclusion — products that have been used, worn, sat on, slept on, applied to skin, stained, washed, or removed from sealed packaging are considered used personal-care items and cannot be returned for refund under health and hygiene regulations. This exclusion applies to all cushions, pillows, supports, belts, correctors, massagers, and similar body-contact products, consistent with industry standards for personal wellness items.
- Misuse or improper care — damage caused by drops, liquid exposure, overcharging or improper charging of electronic units, pets, sharp objects, modifications, unauthorized repairs, or any use outside the instructions provided with the product.
- Late claims — any claim submitted after the windows defined in Section 3.
- Final sale items — bundles, multi-packs, gift sets, promotional discounts above 50%, and clearance items are final sale and non-returnable.
5. Return Process (For Eligible Claims Only)
1. Email help@celinva.com with your order number, photos or video, and a description of the issue.
2. Our team reviews within 24–48 business hours and issues a written RMA with the return address.
3. Ship the item back using a tracked service. Untracked returns are not covered and will not be refunded if lost in transit.
4. For defective, wrong-item, or transit-damage cases, Celinva covers the return shipping cost.
5. For any case approved at our discretion as a goodwill exception, the customer pays return shipping and a 20% order preparation & handling fee is deducted from the refund. This fee reflects the work already completed on your order before shipping — including quality inspection, packaging, labeling, and fulfillment processing — and is not refundable once an order has been prepared for dispatch.
6. Refunds are issued within 5–10 business days after we receive and inspect the returned item, to the original payment method.
6. What Refunds Cover
Approved refunds cover the product price only. The following are non-refundable under any circumstance:
- Original shipping cost (if any)
- Shipping Protection fee
- Return shipping cost (unless return is for a verified defect or wrong item)
- Express shipping upgrades
- Order preparation & handling fees, when applicable
7. Replacements
In place of a refund, Celinva may offer a free replacement unit for defective, damaged, or wrong-item cases. Replacements ship at no additional cost and follow the standard processing and shipping times listed in our Shipping Policy.
8. Electronic Products (Massagers and Similar)
For electronic Celinva products, the following additional terms apply:
- Battery, motor, and electronic component defects are covered under Section 3 for 60 days from delivery.
- Damage caused by water, drops, improper voltage, incorrect charging, or unauthorized disassembly is not covered.
- Units that have been opened, modified, or repaired by anyone other than Celinva-authorized service are not eligible for refund or replacement.
9. Undeliverable, Refused, and Unclaimed Packages
Orders that cannot be delivered due to customer-caused issues — including
incorrect or incomplete shipping addresses, missed delivery attempts, refused
delivery, or packages left unclaimed at pickup points — are not eligible for
a refund.
Once an order has been handed to the carrier with the shipping address
provided by the customer at checkout, Celinva has fulfilled its shipping
obligation. Packages affected by customer-caused delivery issues may be held
by the carrier, returned to the carrier's facility, or disposed of according
to the carrier's policy. Celinva does not always recover these packages, and
no refund will be issued in such cases.
The only available option is:
- Reshipment — If the package is still recoverable through the carrier, we
can arrange reshipment with an additional shipping fee. The fee depends
on destination and carrier, and covers the cost of dispatching the package
again.
Customers are responsible for providing complete and accurate shipping
information at checkout. Please refer to our Shipping Policy for additional
details on address accuracy and undeliverable packages.
10. Contact
For any question about cancellations, returns, refunds, or disputes:
- Email: help@celinva.com
- Phone: +1 (213) 357-0016
Our team responds within 24 business hours.
This policy was last updated on October 09, 2025. Celinva reserves the right to update this policy at any time. The version effective at the time of your purchase applies to your order.