Refund Policy

Last updated: 02.11.2025

This policy applies to customers in Germany and Austria.
It describes the conditions under which refunds are issued and how they are processed.
It complements our return policy and forms part of our Terms and Conditions (T&C).

Refund Conditions

A refund will be issued if

• a product is out of stock,

• you have returned a product in accordance with our return policy, or

• an order has been canceled in accordance with the right of withdrawal (§ 355 BGB / § 11 FAGG AT).

Once your return has been received and inspected, you will receive a confirmation email.
The refund amount will be credited to the original payment method used within 5 business days of confirmation.
The refund will be issued in Euros (EUR).

If you have any questions about the status of your refund, please contact our customer service team at info@cecilelavelle.co. We usually reply within 24 hours.

Returning Goods

Please send returns exclusively to the address listed below and always use a shipping method with tracking (Track & Trace).
Returns without tracking cannot be refunded in the event of loss.

If the return does not meet the conditions of the return policy, we will inform you by email.
In this case, no refund will be issued.
Upon request, we can ship the product back to you at your expense.

Return Address:
Recipient: Holly Huang
Phone: +86 135 5671 5849
Address Line 1: 3rd Floor, Building 2, Baiwei Industrial Park
Address Line 2: No. 170 Xiangshan Road, Qinghuang Village
City: Dongguan
State/Province: Guangdong
Zip/Postal Code: 523000
Country: China

Return Shipping Costs

The customer is responsible for return shipping costs.
Costs may vary depending on the shipping carrier, weight, and country of origin.
Typically, they are around 25 EUR, depending on the current rates of the selected shipping carrier.

We do not provide pre-paid return labels.
Please choose the shipping carrier of your choice and keep your proof of postage safe.

Product Not Received

If your order has not arrived within the specified delivery time, please first wait up to an additional 5 business days, as occasional delays can occur with the shipping carrier.
If you still have not received your order after this period, please contact us by email at info@cecilelavelle.co.
Our team will check the shipping status and, if necessary, initiate a refund or replacement delivery.

Damaged or Incorrect Products

If you have received a damaged, defective, or incorrect product, please contact our customer service team by email before returning the item.
After inspection, we will send you the correct product free of charge or arrange a refund.

Exceptions to Refunds

Refunds cannot be granted for:

• items with the hygiene seal removed

• worn, soiled, or damaged products

• custom-made or personalized goods

Warranty and Guarantee

Your statutory warranty rights under §§ 434 ff. BGB (Germany) and §§ 922 ff. ABGB (Austria) remain unaffected.
This policy does not limit any mandatory consumer rights or warranty claims.

---

Customer Service
Support hours: Monday to Sunday, 09:00 – 17:00 (CET)
We strive to answer all inquiries within 24 hours.
Email: info@cecilelavelle.co
Phone: +33 7 56 75 67 75

Company Information
E-Commerce QJ
Kreilerhof 33, 2151 PJ Nieuw-Vennep, Netherlands
Chamber of Commerce (KvK): 94704635
VAT ID: NL866865342B01