● Canadian Haircare Brand
● Real Routines, Reviews & Results
● Secure Checkout
● Flat USD $15 Shipping
● Canadian Haircare Brand
● Real Routines, Reviews & Results
● Secure Checkout
● Flat USD $15 Shipping
Because haircare and cosmetic products can be affected by handling, contamination and allergens, Celine Claire does not accept change-of-mind returns or exchanges for cosmetic products after purchase — including products that appear unopened.
If an order arrives damaged, contains the wrong item or has another product issue, contact us before returning or discarding anything. We will review the order under this policy and any rights that apply by law.
| Situation | Current policy direction |
|---|---|
| Changed your mind about a cosmetic hair product | Return or exchange not accepted |
| Cosmetic product appears unopened | Return or exchange not accepted under the current hygiene policy |
| Wrong item received | Contact support for review before returning anything |
| Item arrived damaged or leaking | Keep the item and packaging; submit photographs and order details |
| Product appears defective | Stop using it and contact support with the product and batch details when available |
| Shipping delay or missing parcel | Follow the Shipping & Delivery process |
| Accessory return | Final sale for a change of mind; contact us within 72 hours if it arrives incorrect, damaged or defective |
| Order cancellation before fulfilment | Contact support immediately; approval depends on order status and final cancellation rules |
This table is a summary. The complete sections below control the request.
Celine Claire does not accept a return or exchange when the customer no longer wants a cosmetic hair product, ordered the wrong product or changes their mind after purchase.
The current policy also applies when the cosmetic product appears unopened. Once a product has left Celine Claire's controlled order process, the company cannot confirm how it was stored or handled or whether its safety seal, package or formula was affected.
Cosmetic hair products — shampoos, conditioners, masks, oils, leave-ins, sprays, styling products and professional-use formulas — are covered by this rule.
Incorrect, damaged, defective and legally protected situations follow the separate review process below and are not treated as change-of-mind requests.
The catalogue includes non-cosmetic items such as hair brushes and a hairdresser apron. The current live policy addresses cosmetic products but does not define whether accessories may be returned.
Brushes, combs, aprons, tools and other accessories are also final sale. We do not accept them back for a change of mind, opened or unopened.
This does not affect your rights if an accessory arrives incorrect, damaged, defective or materially different from what you ordered.
The cosmetic no-return rule is not automatically applied to accessories, and accessory returns are not promised until this rule is approved.
Keep the item and all packaging. Contact support with the order number, checkout email and clear photographs showing:
Do not use, open, mail or discard the product until support provides instructions.
Please email order@celineclaire.com within 72 hours after delivery with your order number, the email address used at checkout, an explanation of the issue, and clear photographs of the item, the package and the shipping label where relevant. We may ask for reasonable additional information. Please do not send health details or government identification by ordinary email.
When Celine Claire confirms that it is responsible for an incorrect, damaged, defective or missing item, the usual first remedy is a replacement at no additional shipping cost. Where a replacement is unavailable or another remedy is required by applicable law, Celine Claire will provide the legally required remedy. Store credit may be offered where appropriate, but it will not replace a refund or other remedy when the law requires one.
Keep the product, parcel and internal packaging. Contact support with the order number and photographs of the shipping box or mailer, shipping label, product package and visible damage or leakage.
Do not dispose of the item unless there is an immediate safety concern or support instructs you to do so. If a product is unsafe to handle, describe the condition without unnecessary contact.
If a product arrives damaged, email order@celineclaire.com within 72 hours after delivery with your order number and clear photographs of the product, the outer packaging and the shipping label. We use those photographs to resolve your order and, where relevant, to make a claim with the carrier.
When Celine Claire confirms that it is responsible for an incorrect, damaged, defective or missing item, the usual first remedy is a replacement at no additional shipping cost. Where a replacement is unavailable or another remedy is required by applicable law, Celine Claire will provide the legally required remedy. Store credit may be offered where appropriate, but it will not replace a refund or other remedy when the law requires one.
This reporting request does not limit rights that cannot legally be excluded.
Stop using the product and contact support. Include:
Do not send photographs of a medical condition unless support specifically requests appropriate information through an approved privacy process. Celine Claire customer support cannot diagnose an allergy, scalp condition or medical reaction. Seek appropriate medical care when needed.
If something seems wrong with the product itself, email order@celineclaire.com with your order number, the product name, the lot or batch code printed on the packaging if you can find it, and a description of what you noticed. Our customer-care team reviews the report and escalates it to management where that is needed.
When Celine Claire confirms that it is responsible for an incorrect, damaged, defective or missing item, the usual first remedy is a replacement at no additional shipping cost. Where a replacement is unavailable or another remedy is required by applicable law, Celine Claire will provide the legally required remedy. Store credit may be offered where appropriate, but it will not replace a refund or other remedy when the law requires one.
Stop using the product. Follow the package warnings and seek appropriate medical advice when needed. Contact Celine Claire with the product name, batch information and purchase details so the product concern can be documented.
Do not continue using a product solely to create photographs or prove the reaction. Do not send sensitive medical records through the ordinary contact form.
Stop using the product, and seek appropriate medical advice if you need it. Then contact order@celineclaire.com with the product name, the lot or batch information if available, when and how you used it, and a description of what happened.
Reports are handled by our customer-care team and escalated to management where necessary. We cannot give medical advice or diagnose a reaction, and we will not ask you to send medical records by ordinary email.
If you need to cancel an order, contact support immediately with the order number and checkout email. A cancellation is not guaranteed after processing, label creation, packing or carrier handoff has begun.
Orders cannot be cancelled once they have been submitted, and the delivery address cannot be changed. Please review your cart and delivery details before placing the order. This does not affect any cancellation right that applies to you by law.
If cancellation is approved before shipment, the refund returns to the original payment method under the approved refund timing below.
A discounted bundle contains specific component products. The cosmetic no-change-of-mind rule applies to cosmetic components.
If one component arrives damaged, incorrect or defective, contact support about that exact item. The full bundle does not automatically need to be returned, and one component is not automatically refunded at its individual full price.
Bundles and sets are final sale for a change of mind, like every other product. Where we are responsible for an incorrect, damaged, defective or missing item inside a bundle, the remedy applies to the affected item or items rather than requiring the whole set to be sent back.
WooCommerce retains the price allocated to each bundle component so an approved partial refund is calculated consistently.
The current cosmetic no-change-of-mind rule applies whether a cosmetic product was purchased at regular price or during a promotion.
Discounted items, promotional sets and free gifts follow the same rule as everything else: final sale for a change of mind, with your legal rights unaffected if an item is incorrect, damaged, defective or materially different from what you ordered.
An item is not labelled Final Sale unless that status and its effect are shown before purchase.
The original purchaser's order record and payment method control any approved refund. A gift recipient should contact support with the available order details and should not expect cash or a refund to a different card.
We do not offer gift receipts, change-of-mind exchanges or store credit. If a gifted order arrives incorrect, damaged or defective, the person who placed the order should contact order@celineclaire.com so we can resolve it.
Use the Contact page and choose Return or refund.
Provide:
On successful submission you will see: Thank you. Your request has been received for review. Submission does not confirm eligibility or approve a refund.
Do not mail an item to 7191 Yonge Street or another address unless support provides written return instructions for the approved request.
Tell us the order number, product and what happened. We will match your request to the right process. Do not send card numbers, passwords or security codes.
Contact Support →If Celine Claire authorizes a physical return, support will provide the approved destination, reference information, packaging instructions and any applicable shipping label.
An unauthorized parcel may be delayed, refused or unable to be matched to an order.
We do not operate a return-authorisation or warehouse-return process, because products are not accepted back for a change of mind. Please do not mail anything to us. If there is a problem with your order, email order@celineclaire.com and we will tell you what we need.
The approved private returns address is configured operationally. It is never published as a storefront or general pickup location.
Where Celine Claire is responsible — an incorrect item, transit damage, a confirmed defect or a missing item — you are not asked to pay anything to put it right. Where a parcel could not be delivered because of an incomplete or incorrect address supplied at checkout, or because delivery was refused, unclaimed or destination charges were left unpaid, you are responsible for the reasonable cost of sending it again.
Neither the customer always pays nor Celine Claire always pays is stated until the cause and approved policy are defined.
An authorized return is matched to the order and inspected against the approved reason, package condition and evidence. Receipt of a parcel does not automatically approve a refund.
Because products are not sent back to us, there is no inspection or grading step. We resolve reports from the information and photographs you send, and we will tell you the outcome by email.
Approved refunds are issued to the original payment method and in the original transaction currency unless applicable law requires another method.
A refund is returned to the method used to pay for the order. After Celine Claire submits an approved refund, the customer's bank or payment provider may require additional time to post it.
Where a refund is required by law or otherwise approved, Celine Claire issues it to the original payment method. Your bank or payment provider controls when the money appears on your statement, and that timing is outside our control.
An exact bank-posting date is not promised because Celine Claire does not control the receiving bank's timing.
Where Celine Claire is responsible for the problem, you are not left out of pocket for shipping. Where a reshipment is needed because of an address supplied at checkout, a refused delivery or unpaid destination charges, the reasonable cost of sending the parcel again is yours. Any deduction is explained to you before it is applied.
An approved refund is processed in the order's original transaction currency. Canadian tax adjustments follow the approved refunded lines and the applicable WooCommerce tax configuration.
For UAE orders, the original charge is placed in AED after the website converts the maintained USD product price. A customer's bank or card provider may apply its own exchange rate or fee when the original payment or refund crosses currencies. Celine Claire does not control those external rates or fees.
A refund is issued in the same currency and to the same payment method as the original order. Where only part of an order is refunded, any tax charged on that part is refunded with it.
Import duties, local taxes, brokerage and customs charges are not collected by Celine Claire under the current international checkout rule. They may be charged by a carrier or local authority.
Customs duties, import taxes and brokerage fees are charged by the authorities or the carrier in the destination country, not by Celine Claire, and we are not able to refund them. If you believe a destination charge was applied because of a mistake on our side, contact order@celineclaire.com and we will look into it.
Reimbursement of a charge Celine Claire did not collect is not promised without an approved exception process.
A parcel may be returned because of an incomplete address, failed delivery, refusal, non-payment of duties or another carrier event. Review these cases under the Shipping & Delivery Policy before calculating any refund or reshipment.
A parcel arriving back with us does not by itself entitle an order to a refund. We will contact you at the email address used at checkout to agree what happens next, and we will assess the order under this policy and applicable law.
Celine Claire does not exchange cosmetic hair products under the current hygiene policy. If the wrong item was sent, support reviews the order under the incorrect-item process rather than treating it as a customer exchange.
We do not offer exchanges. If an accessory arrives incorrect, damaged or defective, contact order@celineclaire.com within 72 hours of delivery and we will put it right.
This policy does not limit a right or remedy that cannot lawfully be excluded. Consumer rights can vary by location and circumstance. When a legal requirement provides a different result from this policy, the applicable requirement controls.
A jurisdiction-specific legal deadline, remedy or waiver is not added without qualified review for every enabled market.
No. Celine Claire does not accept change-of-mind returns or exchanges for cosmetic hair products after purchase.
No under the current hygiene policy. Celine Claire cannot confirm how a product was stored or handled after it left the controlled order process.
Keep the item and packaging, then contact support with the order number and clear photographs. Do not open, use or mail it until you receive instructions.
Keep the parcel, packaging and product. Contact support with the order number and photographs of the shipping label, parcel and affected item.
Stop using it and contact support. Include the exact product, purchase details, photographs and the visible lot or batch code when available.
The final accessory-return rule is still under owner review and will be published before production launch. Do not mail an accessory without approval and instructions.
Cosmetic change-of-mind returns are not accepted. If one component is damaged, incorrect or defective, contact support about that exact product. Any approved partial refund uses the bundle's allocated component value, not automatically the standalone price.
Use only the address supplied in the written return authorization. The public company address is not automatically the returns destination.
Approved refunds return to the original payment method in the original transaction currency unless applicable law requires otherwise.
The final policy will state Celine Claire's approved internal processing time. A bank or payment provider may need additional time after the refund is submitted.
Contact support immediately. Cancellation depends on the order's fulfilment status and cannot be guaranteed after processing begins.
No. Rights and remedies that cannot lawfully be excluded remain available.
Contact Celine Claire before mailing or discarding a product.
The public address is not automatically a return destination, shop or pickup point.
