Return and Refund Policy

At Ciriel-shop, customer satisfaction is important to us. If you are not satisfied with your purchase, please review our policy below.

1. Return Period

You have 30 days from receiving your order to request a return. Returns requested after this period may not be accepted, except where required by applicable law.

2. Return Conditions

To be eligible for a return, the item must be unused, in the same condition in which it was received and, where reasonably possible, in its original packaging. You will also need a receipt or proof of purchase.

Certain goods cannot be returned, including perishable goods, personalised products, hazardous materials, flammable liquids or gases, and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. Gift cards and downloadable software may also be non-returnable, subject to applicable consumer law.

3. Starting a Return

Before sending an item back, contact us at contact@ciriel-shop.com with your order number and the reason for the return. Do not send the product directly to the manufacturer. We will provide the return instructions and return address after reviewing your request.

Items returned without first requesting a return may not be accepted.

4. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item is defective, damaged or incorrect, contact us promptly at contact@ciriel-shop.com and include photographs where possible. We will assess the issue and arrange an appropriate solution in accordance with your legal rights.

5. Refunds

Once we have received and inspected your return, we will notify you whether the refund has been approved. If approved, the refund will be issued automatically to your original payment method. Processing times may vary depending on your bank or card provider.

We may make a reasonable deduction if the value of an item has been reduced because it was handled beyond what was necessary to establish its nature, characteristics and functioning, where permitted by law.

6. Late or Missing Refunds

If you have not received an approved refund, first check your bank account and contact your card issuer or bank, as processing may take additional time. If the refund is still missing, contact contact@ciriel-shop.com.

7. Sale Items

Sale and promotional items remain eligible for returns where required by applicable consumer law and under the conditions stated in this policy.

8. Exchanges

We replace items that are faulty, damaged or incorrect. To request an exchange, contact contact@ciriel-shop.com. For a different product or variant, the quickest option may be to return the original item and place a new order after the return is approved.

9. Gifts

Where an item was marked as a gift and sent directly to the recipient, an approved return may be refunded as store credit. Otherwise, the refund will normally be issued to the original purchaser and original payment method.

10. Return Shipping Costs

Unless the item is faulty, damaged, incorrect or applicable law requires otherwise, return shipping costs are the customer's responsibility and are non-refundable. If you return an item worth more than £75, we recommend using a tracked shipping service or purchasing shipping insurance. We cannot guarantee receipt of returns sent without tracking.

This policy does not affect your statutory consumer rights.