Return and Refund Policy

Last updated: September 19, 2026

We want you to be satisfied with your Ciela Row purchase. This policy explains the conditions, costs, and procedures for returning products purchased through our website.

We accept eligible returns involving:

• A change of mind;
• An incorrect size or color selection;
• An item that does not fit;
• A damaged or defective product; or
• An incorrect item received.

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

30-Day Return Window

You may request a return within 30 days after receiving your order.

Your return request must be submitted within 30 days after delivery. Once authorized, the return must be mailed by the deadline stated in your return instructions. Unless otherwise stated, the item must be mailed within 14 days after return authorization.

Return Eligibility

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

• The product must be unused, unworn, unwashed, and in its original condition;
• Product tags and original packaging should be intact;
• The product must be free from wear, stains, odors, damage, alterations, and signs of use; and
• The return must include proof of purchase. Your order-confirmation email is acceptable proof of purchase.

These conditions apply to voluntary returns and do not limit your rights when a product is damaged, defective, incorrect, misdescribed, unsafe, or otherwise nonconforming.

Starting a Return

To request a return, email orders@cielarow.store and include:

• Your full name;
• Your order number;
• The product you want to return;
• The reason for the return; and
• Photographs of the product, packaging, shipping label, or damage when the item is damaged, defective, or incorrect.

Our customer-support team will review your request and provide return authorization and instructions if the return is approved.

Approved returns must be sent to our designated central returns warehouse in Asia. The exact authorized return address and customs instructions will be provided with your return authorization.

Do not send returns to our Austin business address or to the original sender’s address shown on the parcel. Those locations may not be authorized to receive or process returns.

Products sent without authorization, sent to an incorrect address, or shipped using a method that cannot complete the necessary customs process may be delayed, refused, or returned to the sender.

Change-of-Mind Return Costs

For voluntary returns resulting from a change of mind, incorrect size or color selection, fit preference, or an exchange request, the customer is responsible for:

• Return shipping costs;
• Selecting a tracked shipping service that supports international delivery and customs clearance;
• Obtaining and retaining a valid tracking number;
• Completing accurate customs documentation;
• Applicable return-related customs duties, taxes, brokerage fees, and handling charges; and
• Any other carrier charges associated with returning the product.

Original shipping charges, customs charges, duties, taxes, brokerage fees, and handling fees are generally nonrefundable for voluntary returns, except where applicable law requires otherwise.

Ciela Row is not responsible for a return shipment that is delayed, rejected, abandoned, or lost because of incorrect customs documentation, an unsuitable shipping service, an incorrect address, or unpaid return-related fees.

We strongly recommend using a tracked and insured shipping service. Keep your receipt and tracking information until your refund has been completed.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery. Contact us as soon as reasonably possible if an item is damaged, defective, materially misdescribed, unsafe, or different from the item ordered.

If we confirm that Ciela Row or its fulfillment provider supplied a damaged, defective, or incorrect product, we will provide an appropriate remedy as required by applicable law. Depending on the circumstances, this may include:

• A replacement;
• A repair where appropriate;
• A price adjustment;
• A prepaid return label or reimbursement of reasonable return-shipping costs; or
• A full or partial refund.

Customers will not be charged a restocking fee for a confirmed damaged, defective, materially misdescribed, or incorrect product.

Do not discard the product or its packaging unless we instruct you to do so. We may require photographs or other reasonable evidence to evaluate the issue.

Return Shipping Labels

For voluntary change-of-mind returns, customers are generally responsible for arranging and paying for return shipping in accordance with our instructions.

If we provide a return label for a voluntary return, the label’s actual cost and any disclosed carrier fees may be deducted from the refund.

For confirmed damaged, defective, or incorrect products, we will cover reasonable return costs where required by applicable law or provide another appropriate remedy.

Restocking Fee

A 15% restocking fee, calculated from the returned product’s purchase price, applies to approved voluntary returns where permitted by law.

The restocking fee may also apply, where permitted by law, to:

• Unopened packages returned voluntarily;
• Deliveries refused without an applicable legal or approved return reason; and
• Parcels left unclaimed and automatically returned to us.

The restocking fee will not apply to:

• Confirmed damaged, defective, unsafe, materially misdescribed, or incorrect products;
• Returns caused by an error by Ciela Row or its fulfillment provider;
• A carrier delivery failure not caused by the customer;
• Circumstances in which applicable law prohibits the fee.

Exchanges

We do not process direct product-for-product exchanges.

To obtain a different size, color, or product:

1. Request a return for the original item;
2. Follow the authorized return instructions; and
3. Place a separate order for the replacement item.

A request for a different size, color, or product is treated as a voluntary return. The customer is responsible for the applicable return shipping, customs charges, and restocking fee described in this policy, except where the original product was damaged, defective, incorrect, or otherwise protected by applicable law.

Order Cancellations

Orders may be cancelled within 15 minutes after purchase by emailing orders@cielarow.store with your order number and cancellation request.

We will make reasonable efforts to honor requests received within that period. However, cancellation is not guaranteed if payment processing, order preparation, or fulfillment has already begun. If a cancellation is successfully completed before processing or shipment, you will receive a full refund and no return shipping or restocking fee will apply.

After the 15-minute period, cancellation requests may be refused depending on the order’s processing status. If an order has already been shipped, you may request a return after delivery under this policy.

Non-Returnable Products

The following products are not eligible for voluntary change-of-mind returns:

• Perishable goods, including food, flowers, and live plants;
• Personalized, customized, or made-to-order products;
• Products identified as final sale before purchase;
• Gift cards;
• Hazardous materials, flammable liquids, and gases; and
• Sealed personal-care, beauty, intimate, or hygiene products after the seal has been broken, where return is unsuitable for health or hygiene reasons.

Please contact us before purchasing if you are unsure whether a product is returnable.

These exclusions do not remove mandatory remedies for products that arrive damaged, defective, unsafe, materially misdescribed, or incorrect.

Sale and Final-Sale Products

Products clearly marked final sale are not eligible for voluntary change-of-mind returns.

Sale or discounted products not marked final sale may be returned if they otherwise satisfy this policy.

A sale or final-sale designation does not remove mandatory rights relating to damaged, defective, unsafe, materially misdescribed, or incorrect products.

Refused and Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not automatically complete a cancellation or guarantee a full refund.

If a parcel is refused or unclaimed without prior authorization:

• The parcel must first be returned to and processed by the authorized warehouse;
• Actual return shipping, customs, duties, taxes, brokerage, and handling charges may be deducted where permitted by law;
• A 15% restocking fee may apply where permitted by law; and
• The original shipping charge may be nonrefundable.

These deductions will not apply when the refusal or failed delivery was caused by our error, a confirmed product issue, or circumstances in which applicable law requires a different result.

Return Inspection and Approval

After the authorized warehouse receives the return, the product will be inspected.

We will notify you whether the refund has been approved and identify any lawful deduction, including an applicable restocking fee, return-label charge, customs charge, or reduction for product damage or diminished value.

We may reject a voluntary return if the product does not meet the eligibility requirements in this policy. This does not affect mandatory rights relating to defective or nonconforming goods.

Refunds

Approved refunds will be issued to the original payment method.

For accepted payment methods, when you are charged, and payment security, see our Payment Policy.

Once your return has been received and inspected, we will notify you whether the refund has been approved. Approved refunds will be submitted to the original payment method within 10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account. Most customers should receive the refund within 15 business days after approval.

We may withhold a refund until we receive the returned product or evidence that it was sent back.

After we issue a refund, your bank, credit-card company, or payment provider may require additional time to post it to your account.

If more than 15 business days have passed since we notified you that a refund was approved, contact orders@cielarow.store.

Contact Information

Questions about returns, refunds, damaged products, or cancellations may be sent to:

Ciela Row
Email: orders@cielarow.store
Telephone: +1 877-293-9033
Business address: 5900 Balcones Drive, Suite 100, Austin, Texas 78731, United States

The business address above is not the authorized return warehouse. Do not send return merchandise to that address unless our customer-support team expressly instructs you to do so.