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Cellex Store Return and Refund Policy

Last updated: 29 October 2025

Table of Contents

Introduction

At Cellex, your satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we are here to help ensure a smooth and fair return or refund process. Please read our policy carefully before initiating a return.

Eligibility for Returns

You may request a return if:

  • The product is damaged, defective, or incorrect upon delivery.
  • You received a different product from what you ordered.
  • The product is unused, in its original packaging, and in the same condition as when received.
  • Certain items such as personal care products, beauty items, undergarments, perishable goods, or health-related items may not be eligible for return due to hygiene and safety reasons.

Return Timeframe

All return requests must be made within 7 days of receiving your order. Requests made after this period may not be accepted.

How to Request a Return

  1. Visit the Contact Us or Track Your Order page on our website.
  2. Provide your Order ID, product name, and reason for return.
  3. Attach clear images showing the issue (if applicable).
  4. Our support team will review your request and provide further instructions.

Return Shipping

  • If the return is due to an error on our part (wrong or damaged product), Cellex will cover the return shipping costs.
  • If the return is due to a change of mind, the customer will be responsible for the return shipping fee.

All returns must be sent to the address provided by our support team.

Inspection and Approval

Once the returned product is received, our team will inspect it to ensure it meets our return conditions. You will be notified via email whether your return has been approved or rejected.

Refunds

If your return is approved, your refund will be processed within 7–10 business days after inspection. Refunds will be issued to your original payment method (e.g., PayHere, bank transfer, or Cash on Delivery adjustments).
Please note:

  • Refund processing times may vary depending on your payment provider.
  • Shipping charges are non-refundable, except when the return is due to a defective or incorrect item.

Exchanges

If you wish to exchange a product for a different item or variation, please indicate this when submitting your return request. Exchanges are subject to product availability.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Perishable goods (e.g., groceries, food items).
  • Personal care and hygiene products.
  • Gift cards, vouchers, or promotional items.
  • Clearance or sale items marked as “Non-Returnable.”

Order Cancellations

Orders can only be canceled before dispatch. Once your order has been shipped, cancellations are no longer possible, but you may proceed with a return after receiving the item.

Request a Return
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