RETURN & REFUND POLICY

Last Updated: November 10, 2026

At CILTAVO, we want our customers to have clear and straightforward information about returns, refunds, and order-related issues.

As our collection focuses on press-on nails and personal nail products, please review the following return and refund conditions before placing your order.

1. RETURN ELIGIBILITY

We accept eligible standard return requests within 30 calendar days from the date of delivery.

To qualify for a standard change-of-mind return:

• The item must be unused and in its original condition.

• The original packaging, accessories, and included items should be intact where reasonably applicable.

• Products should be returned in their original packaging where reasonably applicable.

• Proof of purchase, such as your order number or receipt, must be provided.

For hygiene reasons, press-on nail products that have been opened, used, or removed from their original sealed packaging may not qualify for standard change-of-mind returns, where permitted by applicable law and where this condition was disclosed before purchase.

This condition does not apply to products that are defective, damaged, incorrect, or otherwise eligible for remedies under applicable consumer protection laws.

Please contact our customer service team before sending any item back.

All return requests are subject to review and applicable consumer protection laws.

2. NON-RETURNABLE ITEMS

Where permitted by applicable law, certain items may be excluded from standard change-of-mind returns, including:

• Gift cards.

• Press-on nail products that have been opened, used, or removed from their original sealed packaging, where applicable hygiene restrictions are permitted by law.

• Products specifically marked as non-returnable before purchase, where permitted by applicable law.

• Items that are otherwise not eligible for return under applicable laws.

These exclusions do not apply to products that are defective, damaged, incorrect, or otherwise eligible for remedies under applicable consumer protection laws.

Nothing in this section affects any statutory rights or remedies that cannot legally be excluded.

3. RETURN PROCESS

To initiate a return, please contact us at:

Email: service@ciltavo.com

Please include:

• Your order number.

• The reason for your return request.

• Clear photographs, if the product is damaged or defective.

Our customer service team will review your request and provide further instructions, including the applicable return address.

Important: Please do not send any products back before receiving return instructions from our team.

4. RETURN SHIPPING COSTS

Return shipping costs depend on the reason for the return.

Buyer-Related Returns

For eligible returns due to a change of mind or other buyer-related reasons, customers are responsible for applicable return shipping costs.

Defective, Damaged, or Incorrect Products

If you receive a defective, damaged, or incorrect product, please contact us for assistance.

We will review the circumstances and arrange an appropriate resolution in accordance with applicable consumer protection laws.

Where required by applicable law, we will cover the relevant return shipping costs.

5. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If you receive a product that is damaged, defective, or different from what you ordered, please contact our customer service team as soon as possible.

To help us review your request, please provide:

• Your order number.

• A description of the issue.

• Clear photographs or other supporting information, where applicable.

Our team will review the information and provide appropriate assistance.

Depending on the circumstances and applicable consumer protection laws, an appropriate resolution may include a replacement, refund, or another available remedy.

Nothing in this policy limits any mandatory consumer rights or remedies available under applicable law.

6. REFUNDS

Once an approved returned item has been received and inspected, we will notify you of the refund decision.

If your refund is approved:

• The refund will generally be issued to your original payment method.

• Refund processing generally takes 5–10 business days after approval.

• The time required for the refund to appear in your account may depend on your bank or payment provider.

Original shipping fees and other charges are generally non-refundable unless a refund is required under applicable law or the circumstances of the order.

If you have questions about an approved refund, please contact our customer service team.

7. ORDER CANCELLATIONS

If you wish to cancel an order, please contact our customer service team as soon as possible after placing it.

Please include your order number and cancellation request.

Cancellation requests are subject to the actual order processing and fulfillment status.

Once an order has been processed, prepared for dispatch, or handed over to a shipping carrier, cancellation may no longer be possible.

If an order can be successfully canceled, any applicable refund will be handled in accordance with our refund procedures and applicable payment requirements.

Nothing in this section removes any cancellation rights available under applicable consumer protection laws.

8. CONTACT INFORMATION

If you have questions about returns, refunds, or order cancellations, please contact us:

Store Name: CILTAVO

Operated by: Nanchang Quxun Labor Services Co., Ltd.

Business License Entity: Nanchang Quxun Labor Services Co., Ltd.

Email: service@ciltavo.com

Customer Service: +1 6612102818

Customer Support Response Time: 24–48 hours.

Registered Address: Room 102-2, Building 16, Hengda Yujing Residential Community, No. 218 Aihu Road, Nanchang High-tech Industrial Development Zone, Nanchang, Jiangxi, China.

Website: https://ciltavo.com/

Thank you for choosing CILTAVO. We appreciate your trust and support.