Returns &
Refunds Policy

Damaged or Defective Items (Quality Issues)

If your product arrives damaged during transit or exhibits a manufacturing defect, we will gladly make it right.

• Please contact our support team at support@camelliax.com within 7 days of receiving your package.
• In your email, kindly include your Order Number along with clear photos or a short video demonstrating the issue.
• Once verified by our team, we will process a full refund or arrange a complimentary replacement, depending on your preference.

Final Sale Policy (Non-Quality Issues)

Due to the personal care and hygienic nature of beauty products, all sales are final if the item is delivered in good, non-defective condition. We do not accept returns or cancellations due to change of mind, buyer's remorse, or accidental ordering.

Please review your shopping cart, skin type compatibility, and order details thoroughly before submitting your payment.

Returned-to-Sender due to Address Errors

If a package is returned to our facility or local courier hub due to an incorrect/insufficient address provided by the customer, or due to a failure to claim the package after multiple delivery attempts, the following terms apply:

• Reshipment: If you still wish to receive your items, we are happy to reship them. However, the customer must cover the actual reshipping fee. Once the fee is settled and a verified address is provided, your package will be dispatched again.
• Refund Request: If you opt for a refund instead of reshipment, please note that this is not eligible for a full refund. We will deduct the actual shipping costs incurred by the carrier (even if your order originally qualified for free shipping) plus any disposal/return fees charged by the logistics provider. The remaining balance will then be credited back to your original payment method.

Lost or Missing Packages

If your tracking information indicates the package is lost in transit or mishandled by the courier, we will fully support you with a replacement.

• We kindly ask that you first reach out to the local postal service using your tracking number, as they can often locate the parcel or provide proof of delivery coordinates.
• If the parcel is confirmed missing or misdelivered, please contact us immediately via email at support@camelliax.com or via WhatsApp at +44 7707 395433 so our concierge team can assist you.

Product Exchanges

We do not offer standard exchanges or product swaps. If you received an incorrect or damaged item, please refer to Section 1, and we will issue an immediate replacement or store credit voucher for your next purchase.