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 meet the conditions of the return policy, we will inform you by email.
In this case, no refund will be issued.
Upon request, we can return the product to you for a fee.
Return address:
Zhang Shun
5th Floor, West Gate
Zhejiang Boshang Optoelectronics Co., Ltd.
Hezhuang Street, Qiantang District
Hangzhou City, Zhejiang Province, 311200 China
Return shipping costs
Return shipping costs are the responsibility of the customer.
Costs may vary depending on the shipping provider, weight, and country of origin.
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 proof carefully.
Product not received
If your order has not arrived within the specified delivery time, please wait up to 5 more business days first, as there may occasionally be delays with the shipping provider.
If you still have not received your order after that, please contact us by email at info@cecilelavelle.com.
Our team checks the shipping status and initiates 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 inspection, we will send you the correct product free of charge or arrange a refund.
Exceptions to the refund
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 any 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
Commercial Register (KvK): 94704635
VAT ID: NL866865342B01