Refund policy

At CILAIRE, every product is carefully checked before dispatch. However, if you receive a damaged, defective, or incorrect product, we’re here to help.

1. Eligible Requests

An exchange or replacement request may be considered if:

  • You received a damaged or defective product.
  • You received an incorrect product.
  • You require a different size. Only one size exchange per order is permitted.

We do not accept returns due to a change of mind or personal preference.

2. No-Refund Policy

We do not provide refunds once an order has been delivered.

However, if an approved replacement or size exchange cannot be completed due to stock unavailability, a refund may be issued to the original payment method.

3. Request Timeline

All requests must be raised within 48 hours of delivery. Requests submitted after this period will not be accepted.

4. Product Condition

To qualify for an exchange or replacement:

  • The product must be unused, unworn, unwashed, and unaltered.
  • The original tags, product packaging, and security seal must remain intact.
  • The product must not contain stains, odours, makeup marks, or signs of use.
  • Products damaged after delivery through use, handling, washing, or storage will not be accepted.
  • If the product tags or security seal have been removed, broken, or tampered with, the request will not be accepted.

5. Photo and Video Proof

Clear photographs or videos showing the defect, damage, incorrect product, or size-related issue must be shared when submitting the request.

Requests submitted without sufficient photo or video proof cannot be processed.

6. Verification and Processing

Once the required details and supporting images or videos are received, our team will review the request.

If provisionally approved, the product must be returned to CILAIRE for inspection. The exchange or replacement will be processed within 5–7 working days after the returned product has been received and has passed inspection.

Initial approval based on photographs or videos does not guarantee final acceptance if the returned product does not meet the conditions stated in this policy.

7. Non-Eligible Cases

Requests will not be accepted for:

  • Minor colour variations caused by photography, lighting, or individual screen settings.
  • Damage caused by improper use, washing, handling, or storage.

8. Contact Us

To raise a request, contact us at support@cilaire.com and provide:

  • Your order number
  • The reason for your request
  • Clear photographs or videos showing the product and issue
  • Your required replacement size, where applicable

We will review your request and assist you with the next steps.