Refund policy

Return & Refund Policy

At Cella, we are committed to delivering high-quality products and ensuring customer satisfaction. Please review our policy carefully before making a purchase.

1. Contact Requirement Before Chargebacks
Customers must contact our support team before initiating any chargeback or dispute with their bank or payment provider.

We offer 24/7 customer support and are always available to resolve any issue quickly and fairly.

Chargebacks initiated without prior communication may be formally disputed, as we are committed to resolving all concerns directly with our customers.

2. Subscription Terms
By completing a purchase, the customer agrees to any selected subscription plan.

Subscriptions are optional but require active selection at checkout, confirming customer consent.

Customers may cancel their subscription at any time through:

  • Their customer portal, or
  • By contacting our support team

Failure to cancel a subscription does not qualify as a valid reason for a refund or chargeback.

3. 30-Day Satisfaction Guarantee
We offer a 30-day satisfaction guarantee so customers can try our product risk-free.

To qualify:

  • Customers must contact us via email within 30 days of delivery
  • Requests must be made directly to our support team

We will review each case and work toward a fair resolution. Requests made without contacting us first may not be eligible.

4. Returns Eligibility
Returns are only accepted under the following conditions:

  • The product is damaged, defective, or incorrect
  • The issue is reported within 24 hours (Day 1) of delivery
  • Photo or video proof is provided

We do not accept returns for:

  • Change of mind without contacting support
  • Products that have been significantly used (outside the 30-day guarantee process)

5. Refund Conditions
Refunds may be issued in the following cases:

  • Verified damaged, defective, or incorrect product
  • Approved request under the 30-day satisfaction guarantee

Refunds will not be issued if:

  • No prior contact was made with our support team
  • A chargeback was initiated without valid reason
  • The claim lacks sufficient proof

6. Chargebacks & Disputes
If a chargeback is filed without a valid reason or without prior communication:

  • We reserve the right to dispute the chargeback
  • All relevant evidence (order confirmation, tracking, policies, and communication logs) will be submitted

We strongly encourage customers to contact us first — we are here to help and resolve any issue.

7. Processing Time
Approved refunds are processed within 5–10 business days, depending on the payment provider.

8. Contact Information
For any questions, concerns, or refund requests, please contact us at:
Support Email: emdvbusiness@gmail.com

Our team is available 24/7 and ready to assist you.