Return & Refund Policy

Return & Refund Policy

At Cielume, your satisfaction is our priority. We stand behind the quality of our Pure Himalayan Shilajit Gummies and want you to feel confident in your purchase.

💯 30-Day Satisfaction Guarantee

We offer a 30-day money-back guarantee on all Cielume products. If you're not completely satisfied, we'll make it right.

How It Works:

  1. Contact us within 30 days of delivery
  2. Tell us why you'd like to return (helps us improve!)
  3. Receive return instructions and shipping label
  4. Get refunded once we receive and inspect your return

✅ Return Eligibility

To qualify for a full refund, your product must meet these conditions:

✓ Must Be:

  • Returned within 30 calendar days of delivery date
  • In original, unopened condition with seal intact
  • In original packaging with all labels and inserts
  • Accompanied by proof of purchase (order number or receipt)

✗ We Cannot Accept:

  • Opened or used bottles
  • Products returned after 30 days
  • Items damaged due to misuse or improper storage
  • Products without proof of purchase
  • Sale or promotional items (unless defective)

Why unopened? As a consumable wellness product, we cannot resell opened items for safety and quality reasons.

🔄 How to Initiate a Return

Step 1: Contact Us

Email our customer care team at Sale@cielume.com with:

  • Your order number
  • Product name and quantity
  • Reason for return (optional but appreciated)
  • Photos if product is damaged or defective

Step 2: Receive Authorization

Within 24 hours, we'll send you:

  • Return authorization number (RMA)
  • Prepaid return shipping label (for US customers)
  • Return instructions

Important: Do not ship items back without authorization. Unauthorized returns cannot be processed.

Step 3: Ship Your Return

  • Pack items securely in original packaging
  • Attach the provided return label
  • Drop off at your nearest shipping location
  • Keep tracking number for your records

Step 4: Refund Processing

Once we receive your return:

  • Inspection: 2-3 business days
  • Refund approval: 24 hours after inspection
  • Refund posting: 5-10 business days to original payment method

You'll receive email confirmation at each step.

💵 Refund Details

What Gets Refunded:

✓ Full product price
✓ Original sales tax

What's Not Refunded:

✗ Original shipping charges (unless we made an error)
✗ Return shipping costs (customer responsibility for standard returns)
✗ Subscription discounts applied (if canceling subscription)

Refund Method:

Refunds are issued to your original payment method:

  • Credit/Debit cards: 5-10 business days
  • PayPal: 3-5 business days
  • Other methods: Per provider's timeline

Bank processing times may vary. If you haven't received your refund after 15 business days, please contact your bank or credit card company first, then reach out to us.

🆓 FREE One-Time Exchange Policy

Not sure if you love it? Try an exchange first!

We offer one complimentary exchange per order:

  • Switch from 3000mg to 4000mg (or vice versa)
  • Try a different product in our lineup
  • We cover the shipping both ways!

How to request: Email Sale@cielume.com within 30 days and mention "Free Exchange" in the subject line.

Note: If you accept a free exchange, you forfeit the refund option for that order. Choose wisely!

📦 Damaged or Defective Products

We take quality seriously. If your product arrives damaged, defective, or incorrect:

Immediate Action:

  1. Don't open the defective item
  2. Take photos of the damage/defect and packaging
  3. Email us at Sale@cielume.com within 7 days of delivery
  4. Include order number and photos

We'll Provide:

✓ Free return label
✓ Full refund OR replacement (your choice)
✓ Expedited processing
✓ Prepaid return shipping

Damaged during use? Unfortunately, we cannot accept returns for products damaged after opening due to improper storage or handling.

⏰ Order Cancellations

Before Shipment:

You may cancel your order within 6 hours of purchase for a full refund.

How to cancel: Email Sale@cielume.com with "URGENT: Cancel Order" in the subject line.

For detailed cancellation information, timeframes, and procedures, see our Order Cancellation Policy.

🔁 Subscription Orders

Returning Subscription Products:

Subscription orders follow our standard 30-day return policy with one important difference:

Refund Calculation:

  • You'll receive a refund for the discounted price you paid
  • The subscription discount itself is non-refundable
  • Original shipping remains non-refundable (unless product is defective)

Example:

  • Regular price: $39.99
  • You paid: $31.99 (with 20% subscription discount)
  • Refund if returned: $31.99
  • The $8.00 discount savings is not reissued

Managing Your Subscription: For information about canceling, pausing, or modifying your subscription, see our Subscription Policy.

🌍 International Returns

For International Customers:

Return Shipping: Customer is responsible for return shipping costs and customs fees.

Refund Amount: Product price + any taxes paid to us (customs/import duties are non-refundable as they're paid to your government).

Process: Contact Sale@cielume.com for international return authorization. We'll provide the US return address.

EU Customers: You have a 14-day cooling-off period under EU consumer protection laws, allowing returns for any reason without justification.

❌ Non-Returnable Items

We cannot accept returns for:

  • Gift cards or e-certificates
  • Digital products (e-books, guides)
  • Opened or used bottles (for safety/hygiene)
  • Final sale or promotional items (marked as such at checkout)
  • Products purchased from unauthorized retailers (only direct purchases from cielume.com or authorized partners)

🎁 Gift Returns

If you received a Cielume product as a gift:

  • Contact us with the gift giver's order number
  • We'll issue a refund to the original purchaser OR provide a gift card for your use
  • Recipient can choose exchange instead of refund

🛡️ Refund Guarantee Terms

Our Promise:

If you're not satisfied with Cielume, we'll refund your purchase—no questions asked. However, we do have the right to refuse refunds in cases of:

  • Fraudulent activity or abuse of policy
  • Multiple returns from the same customer (indicating systematic abuse)
  • Returns that don't meet eligibility criteria

We track return patterns to prevent abuse while remaining generous to genuine customers.

⚖️ Your Rights

US Customers: This policy doesn't affect your statutory rights under state consumer protection laws.

EU Customers: You have additional rights under the Consumer Rights Directive, including a 14-day cooling-off period.

UK Customers: You have rights under the Consumer Rights Act 2015.

Australian Customers: You have rights under the Australian Consumer Law.

Nothing in this policy limits these statutory rights.

📞 Questions or Issues?

Contact Customer Care:

Email: Sale@cielume.com
Response Time: Within 24 hours (usually much faster!)
Hours: Monday-Friday, 9AM-6PM EST
Live Chat: Available on website during business hours

Unhappy with our resolution? Ask to speak with a supervisor—we're committed to making things right.

📝 Policy Updates

We may update this policy periodically to improve clarity or reflect operational changes. Updates will be posted on this page with a revised "Last Updated" date.

Continued use of our website after changes constitutes acceptance of the updated policy.

💙 Our Commitment

At Cielume, we believe in our products and want you to feel the same. This policy reflects our commitment to your satisfaction while maintaining fairness and sustainability for our business.

Your wellness journey matters to us. If you're ever unsure about a return or refund, just reach out—we're here to help.

These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease.