Return policy

Return and Refund Policy

Company: Yiwu Tingyuan Trading Co., Ltd. | Website: https://celantria.com/

1. Return Policy

We want you to be completely satisfied with your purchase. We offer a 50-day free return policy for eligible items, starting from the date of delivery.

1.1 Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The item is unused, unworn, and in the same condition as you received it
  • All original tags, packaging, and accessories are intact and attached
  • The item is not a final sale, clearance, or custom-made product
  • You provide proof of purchase (order number, confirmation email)

1.2 Return Scenarios

When You Receive the Wrong Item

If you receive an incorrect, mislabeled, or wrong-sized item, please contact us immediately at tingyuantr@outlook.com within 7 days of delivery. Include your order number, photos of the item and packaging, and we will arrange a free return, full refund, or replacement at no extra cost to you.

When You Change Your Mind

If you are not satisfied with your purchase for any reason (change of mind, fit issues, style preference), you may return the item within 50 days of delivery for a full refund, minus any applicable shipping fees (if applicable). The item must be in its original, unused condition with all tags attached.

1.3 Non-Returnable Items

The following items are not eligible for return or refund:

  • Final sale, clearance, or discounted items
  • Custom-made, personalized, or engraved products
  • Items damaged due to misuse, neglect, or accidental damage after delivery
  • Items returned after the 50-day return window

2. Refund Policy

Once we receive and inspect your returned item, we will process your refund within 3-5 business days. Refunds will be issued to the original payment method used for purchase.

2.1 Refund Scenarios

If Your Package is Lost

In the rare event that your order is lost in transit, please contact us immediately. We will work with the shipping carrier to locate your package. If the package cannot be found, we will offer a full refund or a free replacement, at your choice.

If Your Product is Damaged

If you receive a damaged, defective, or faulty item, please contact us within 7 days of delivery with photos of the item and packaging. We will arrange a free return, full refund, or replacement, whichever you prefer, at no cost to you.

2.2 Refund Timeline

  • Refunds are processed within 3-5 business days after we receive and approve your returned item
  • The time it takes for the refund to appear in your account depends on your payment provider:
    • Credit/Debit Cards: 5-10 business days
    • PayPal/Apple Pay/Google Pay: 2-5 business days
  • We are not responsible for delays caused by your bank or payment provider

3. Exchange Policy

We offer exchanges for eligible items within 50 days of delivery. To request an exchange:

  1. Contact us at tingyuantr@outlook.com with your order number, the item you wish to exchange, and the new item/size/color you would like
  2. Ship the original item back to us in its original, unused condition with all tags attached
  3. Once we receive and inspect the item, we will ship the new item to you at no extra cost (for exchanges of equal value; price differences will be charged or refunded accordingly)

3.1 Exchange Eligibility

Exchanges are subject to product availability. If the requested item is out of stock, we will offer a full refund instead of an exchange.

4. How to Initiate a Return/Exchange

To start a return or exchange, please follow these steps:

  1. Contact Us: Email us at tingyuantr@outlook.com with your order number, reason for return/exchange, and relevant photos (if applicable)
  2. Receive Return Authorization: We will send you a Return Merchandise Authorization (RMA) number and return shipping instructions
  3. Ship the Item: Send the item back to the address provided in your return confirmation. We recommend using a trackable shipping service, as we cannot be responsible for lost return packages
  4. Refund/Exchange Processing: Once we receive and inspect your item, we will process your refund or ship your exchange item

5. Shipping Costs

  • For returns due to our error (wrong item, damaged item, lost package): We cover all return shipping costs
  • For returns due to change of mind: The customer is responsible for return shipping costs, unless otherwise stated
  • Original shipping fees are non-refundable, except in cases of our error

6. Contact Us

If you have any questions about our Return and Refund Policy, please contact us at:

  • Email: tingyuantr@outlook.com
  • Phone: +86 13250815534
  • Address: Room 302, Building 5, No. 21, Tongdian Third District, Choujiang Street, Yiwu City, Jinhua City, Zhejiang Province