Refund policy
Return & Refund Policy — Curelle
Effective Date: May 31, 2026 | Last Updated: May 31, 2026
Contact: support@curelle.store
1. Overview
At Curelle, your satisfaction is our priority. We stand behind the quality of every product we offer. If you are not completely satisfied with your purchase, we're here to help. Please read this policy carefully to understand your rights and our procedures regarding returns, refunds, and order cancellations.
2. Order Cancellation Policy
2.1 Cancellation Window
You may cancel your order within 30 minutes of placing it. After this window closes, your order enters our fulfillment process and can no longer be cancelled.
2.2 How to Cancel
To cancel your order within the 30-minute window:
- Email us immediately at support@curelle.store
- Use the subject line: "ORDER CANCELLATION – [Your Order Number]"
- Include your full name, order number, and email address used at checkout
2.3 After the Cancellation Window
If 30 minutes have passed since your order was placed:
- We are unable to cancel the order
- You will need to wait until you receive the item and then initiate a return under our Return Policy below
- We apologize for any inconvenience and appreciate your understanding
2.4 Cancellation Refunds
If your cancellation request is approved within the 30-minute window, a full refund will be issued to your original payment method within 5–10 business days, depending on your bank or card provider.
3. Return Policy
3.1 Return Window
Curelle offers a 60-day return policy. You have 60 calendar days from the date you receive your order to initiate a return request.
3.2 Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The item must be returned within 60 days of the delivery date
- The item must be in its original condition — unused, unworn, unwashed, and undamaged
- The item must be in its original packaging, with all tags, labels, and accessories included
- Proof of purchase (order confirmation email or receipt) must be provided
3.3 Non-Returnable Items
The following items are not eligible for return:
- Items that have been used, worn, or washed
- Items damaged due to misuse, negligence, or improper care
- Items returned after the 60-day return window
- Final sale or clearance items (marked as non-returnable at the time of purchase)
- Gift cards or store credits
- Perishable or hygiene-sensitive products (if applicable) that have been opened or used
- Customized or personalized items
3.4 How to Initiate a Return
To start a return, follow these steps:
- Email us at support@curelle.store with the subject line: "RETURN REQUEST – [Your Order Number]"
- Include the following details in your email:
- Full name
- Order number
- Item(s) you wish to return
- Reason for the return
- Photos of the item (required if the item is damaged or defective)
- Our support team will respond within 1–3 business days with return instructions and, where applicable, a return authorization number
- Pack the item securely in its original packaging
- Ship the item to the address provided by our support team
- Share the tracking number with us via email once the item has been shipped
Important: Do not send your item back without receiving return instructions from our team. Unauthorized returns may not be processed.
3.5 Return Shipping Costs
| Reason for Return | Return Shipping Cost |
|---|---|
| Defective or damaged item | Covered by Curelle |
| Wrong item received | Covered by Curelle |
| Change of mind / buyer's remorse | Customer's responsibility |
| Incorrect size ordered | Customer's responsibility |
We recommend using a trackable shipping method. Curelle is not responsible for items lost or damaged during return transit.
4. Refund Policy
4.1 Refund Eligibility
Once your returned item is received and inspected, we will notify you via email about the approval or rejection of your refund.
Refunds are approved when:
- The returned item meets all eligibility conditions stated in Section 3.2
- The return was initiated within the 60-day window
- The item is received in its original, undamaged condition
4.2 Refund Types
Full Refund: Issued when:
- The item is defective, damaged, or incorrect
- The order was cancelled within the 30-minute cancellation window
- The item is returned in full compliance with our return policy
Partial Refund: May be issued when:
- The item is returned in a condition that is not fully original (e.g., missing minor accessories or packaging)
- There are signs of use that reduce the resale value of the item
- The determination is made at Curelle's sole discretion
No Refund: Issued when:
- The item does not meet return eligibility criteria
- The return window has expired
- The item falls under non-returnable categories
4.3 Refund Method
Refunds are issued to the original payment method used at the time of purchase. We do not issue refunds to a different card, account, or method.
4.4 Refund Processing Timeline
| Stage | Timeframe |
|---|---|
| Item inspection after receipt | 2–5 business days |
| Refund approval notification | Within 1 business day of inspection |
| Refund issued by Curelle | Within 3–5 business days of approval |
| Refund reflected in your account | 5–10 business days (depending on your bank) |
Total estimated time from return receipt to refund in your account: 7–14 business days
4.5 Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- First, check your bank account again
- Contact your credit card company — it may take some time before your refund is officially posted
- Contact your bank — there is often some processing time before a refund is posted
- If you've done all of the above and still have not received your refund, please contact us at support@curelle.store
5. Damaged or Defective Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery at support@curelle.store with:
- Your order number
- A description of the issue
- Clear photos or videos showing the damage or defect
We will arrange a replacement or full refund at no additional cost to you. Curelle will cover all return shipping costs for damaged or defective items.
6. Exchanges
At this time, Curelle does not offer direct exchanges. If you would like a different item, size, or color:
- Initiate a return for the original item following the process in Section 3.4
- Place a new order for the desired item
This ensures you receive your new item as quickly as possible without waiting for the return to be fully processed.
7. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return once the returned item is received and inspected. A gift certificate will be emailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the refund will be issued to the gift giver's original payment method.
8. Contact Us
If you have any questions about our Return & Refund Policy, please don't hesitate to reach out. Our support team is happy to assist you.
Email: support@curelle.store Response Time: 1–3 business days
Please include your order number in all correspondence to help us assist you faster.
Curelle reserves the right to update or modify this Return & Refund Policy at any time without prior notice. The policy in effect at the time of your purchase will apply to your order. We encourage you to review this page periodically.
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