Refund Policy
Last updated: 02.11.2025
This policy applies to customers in Germany and Austria.
It describes under which conditions refunds are made and how they are processed.
It supplements our return policy and is part of our General Terms and Conditions (GTC).
Refund conditions
A refund will be issued if
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a product is out of stock,
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you have made a return according to our return policy, or
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an order has been canceled in accordance with the right of withdrawal (§ 355 BGB / § 11 FAGG AT).
Once your return has been received and inspected, you will receive a confirmation by email.
The refund amount will be credited to the original payment method within 5 business days after confirmation.
The refund will be made in Euro (EUR).
If you have questions about the status of your refund, please contact our customer service at info@cecilelavelle.com. We usually respond within 24 hours.
Return of goods
Please send returns only to the address below and always use a shipping method with tracking (Track & Trace).
Returns without tracking cannot be refunded in case of loss.
If the return does not comply with the return policy conditions, we will inform you by email.
No refund will be issued in this case.
Upon request, we can return the product to you for a fee.
Return address:
Recipient: Holly Huang
Phone: +86 135 5671 5849
Address line 1: 3rd Floor, Building 2, Baiwei Industrial Park
Address line 2: No. 170 Xiangshan Road, Qinghuang Village
City: Dongguan
State/Province: Guangdong
Postal code: 523000
Country: China
Return shipping costs
The customer bears the return shipping costs.
Depending on the shipping provider, weight, and country of origin, costs may vary.
They usually cost about 25 EUR, depending on the current fees of the chosen shipping provider.
We do not provide a pre-made return label.
Please choose the shipping provider of your choice and keep the shipping receipt carefully.
Undelivered product
If your order has not arrived within the specified delivery time, please wait up to 5 additional business days, as delays with the shipping provider may occasionally occur.
If you still have not received your order after that, please contact us by email at info@cecilelavelle.com.
Our team will check the shipping status and initiate a refund or replacement if necessary.
Damaged or incorrect products
If you have received a damaged, defective, or incorrect product, please contact our customer service by email before returning the product.
After review, we will send you the correct product free of charge or arrange a refund.
Refund exceptions
Refunds cannot be granted for:
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items with removed hygiene seals
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worn, soiled, or damaged products
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custom-made or personalized goods
Warranty and Guarantee
Your statutory warranty rights under §§ 434 ff. BGB (Germany) and §§ 922 ff. ABGB (Austria) remain unaffected.
This policy does not limit mandatory consumer rights or warranty claims.
Customer Service
Support hours: Monday to Sunday, 9:00 AM – 5:00 PM (CET)
We strive to respond to all inquiries within 24 hours.
Email: info@cecilelavelle.com
Phone: +33 7 56 75 67 75
Company Information
E-Commerce QJ
Kreilerhof 33, 2151 PJ Nieuw-Vennep, Netherlands
Trade Register (KvK): 94704635
VAT ID: NL866865342B01