Refund Policy

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Returns & Refunds Policy

Due to the nature of our products and for hygiene reasons, all personal care items are non-returnable. We prioritize the safety and health of our customers, which means we cannot accept products back once they have left our facility.

Damaged or Incorrect Items

We take great care in packaging your orders, but we understand that mishaps can happen during transit. You are eligible for a replacement or refund only if:

  1. The product arrived damaged or defective.
  2. The wrong item was delivered to you.

Reporting a Claim

To be eligible for a resolution, you must contact us within 7 days of receiving your order. To process your claim, the following are mandatory:

  • Unboxing Video: A clear, uncut video of the package being opened for the first time.
  • Photographs: High-resolution images of the damaged product and the shipping label on the box.
  • Proof of Purchase: Your order number or receipt.

Please send these details to riyazahmed@trycellus.com. Claims submitted without an unboxing video or beyond the 7-day window will unfortunately not be entertained.

Evaluation Process

Once we receive your email and supporting media, our team will evaluate the issue within 2–3 business days.

  • If your claim is approved, we will either ship a replacement at no extra cost or initiate a refund.
  • In the case of a refund, the amount will be credited to your original payment method within 7–10 business days.

Non-Returnable Scenarios

We cannot offer returns, replacements, or refunds in the following cases:

  • "Change of mind" after the order has been shipped.
  • Product used, opened, or the seal is tampered with.
  • Allergic reactions (we recommend checking the ingredient list on the product page before purchasing).
  • Sale items or Gift Cards.