Returns & Refunds Policy

This Returns and Refunds Policy sets out the conditions under which Customers may return a product, request an exchange, a refund or rely on a consumer guarantee for products purchased on the website https://celiglow.com, operated by SBQ-Ecom Agency. It applies to all orders placed on the Site and supplements the Terms of Service available at https://celiglow.com/pages/terms-of-service.

1. Your Rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

A major failure occurs, for example, where:

  • The product is unsafe
  • The product is significantly different from its description, sample or demonstration model
  • The product does not do what it was meant to do and cannot easily be fixed
  • You would not have purchased the product if you had known about the issue

2. Change-of-Mind Returns and the Hygiene Exception

Because Celiglow products are skincare and personal-care items, change-of-mind returns are accepted only under strict conditions. For health, safety and hygiene reasons, products that have been unsealed, opened, used, sampled or otherwise tampered with cannot be returned for a change of mind.

Unopened products in their original sealed packaging may be returned for a change of mind within fourteen (14) days of receipt, subject to the procedure set out in Article 3 below. Return shipping costs in case of change-of-mind returns are at the Customer's expense.

This restriction does not apply where the product is faulty, damaged, unsafe or not as described. In such cases, the Customer's rights under the Australian Consumer Law continue to apply in full.

3. Returns Procedure: Prior Authorisation Required

No return will be accepted without prior authorisation from customer service. To initiate a return, the Customer must:

  • Step 1: contact customer service at contact@celiglow.com, providing the order number, the product(s) concerned and the reason for the return
  • Step 2: wait for written confirmation from customer service, which will provide the precise return address and the packaging and shipping instructions
  • Step 3: dispatch the product within the time and conditions indicated by customer service, using a tracked shipping method to preserve the Customer's rights in case of loss in transit

Any return made without this prior procedure may be refused or returned to the Customer at their expense, and the Customer may not be entitled to a refund.

4. Conditions for a Return to be Accepted

  • Be returned within fourteen (14) days of notification of the return request to customer service
  • Be unused and in their original condition
  • Be in their original sealed packaging, with all accessories, instructions and items supplied
  • Show no sign of use, sampling, soiling or alteration
  • Be accompanied by proof of purchase (order number or invoice)

5. Faulty, Damaged or Incorrect Products

If the Customer receives a faulty, damaged, unsafe or non-conforming product, they must inform customer service at contact@celiglow.com within seventy-two (72) hours of receipt of the parcel, attaching photographs of the parcel, the packaging and the product concerned.

After verification, SBQ-Ecom Agency will, at the Customer's choice and in accordance with the Australian Consumer Law, either replace the product or refund it in full. Where applicable, return shipping costs will be borne by SBQ-Ecom Agency.

6. Return Shipping Costs

Return shipping costs are at the Customer's expense, except in the following cases where SBQ-Ecom Agency bears the costs in full:

  • Faulty or non-conforming product
  • Product delivered damaged
  • Dispatch error attributable to SBQ-Ecom Agency

It is strongly recommended that the Customer use a tracked shipping method and, where appropriate, insurance, in order to be able to prove dispatch and receipt of the parcel by SBQ-Ecom Agency.

7. Refund Timing and Method

Where a return is accepted, SBQ-Ecom Agency will process the refund within seven to fourteen (7 to 14) business days from receipt and inspection of the returned product. The refund will be issued using the same payment method as the one used by the Customer for the initial transaction, unless otherwise expressly agreed.

If the product is returned used, damaged or not in its original condition or packaging, SBQ-Ecom Agency reserves the right to refuse the return or to offer a partial refund.

8. Exchanges

Instead of a refund, the Customer may request an exchange for another product available on the Site, subject to the availability of the chosen replacement product and to the general return conditions set out above. Exchange requests must be sent to customer service at contact@celiglow.com.

In the event of a price difference, an additional payment will be requested from the Customer (or the difference will be refunded) as the case may be. Shipping costs of the replacement product are, save as a commercial gesture, at the Customer's expense.

9. Complaints and Dispute Resolution

In the event of a complaint not resolved amicably with customer service, the Customer may refer the matter to the relevant State or Territory consumer affairs body (e.g. NSW Fair Trading, Consumer Affairs Victoria) or to the Australian Competition and Consumer Commission (ACCC) at https://www.accc.gov.au.

10. Customer Service

Customers may contact customer service by email at contact@celiglow.com. Customer service aims to respond within 24 to 48 business hours.

Last updated: 14 June 2026