Refund policy
Return & Refund Policy
Last Updated: August 14, 2026
At Cienna Beauty, we want every customer to have a positive shopping experience. This Return & Refund Policy explains our policies regarding order cancellations, returns, refunds, damaged products, defective products, and products that are incorrect or materially different from their description.
Nothing in this policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded, restricted, or limited under the laws applicable to your purchase.
1. Order Cancellations
Orders may be cancelled before the order has been shipped.
If you would like to cancel your order, please contact us as soon as possible at:
Once an order has been shipped, it cannot be cancelled under our standard cancellation policy. However, this does not affect any mandatory cancellation or withdrawal rights that may apply to you under applicable consumer law.
Cancellation requests are not guaranteed if an order has already entered the fulfillment or shipping process.
2. Change-of-Mind Returns
Except where required by applicable law, Cienna Beauty does not offer voluntary returns or refunds for change of mind.
This includes situations where:
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You ordered the wrong product
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You selected the wrong variant
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You no longer want the product
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You found the product cheaper elsewhere
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You changed your mind after placing the order
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You simply do not like the product when it has been delivered as described
Where applicable law gives you a right to return or cancel a purchase despite a change of mind, that legal right will continue to apply.
3. European Union and Other Mandatory Withdrawal Rights
If you are located in a jurisdiction that provides a statutory right of withdrawal or cooling-off period for online purchases, Cienna Beauty will honor that right as required by applicable law.
For eligible consumers in the European Union, online purchases generally include a 14-day withdrawal period beginning when the consumer receives the goods, subject to applicable exceptions.
Certain products may be excluded from the right of withdrawal where permitted by law. This can include certain sealed products that are not suitable for return for health or hygiene reasons once they have been unsealed. Whether an exception applies depends on the product and the applicable law.
Where a statutory withdrawal right applies, customers should contact us at:
We will provide the appropriate instructions for exercising the applicable right.
Where required by applicable law, eligible refunds will include the amounts that the law requires us to reimburse. Any permitted deductions or customer responsibility for return shipping will be handled in accordance with the applicable law and the information provided to the customer before purchase.
4. Damaged, Defective, or Incorrect Products
If you receive a product that is:
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Damaged upon arrival
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Defective
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Incorrect or different from what you ordered
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Materially different from its description
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Not fit for its stated purpose where applicable
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Otherwise subject to a legally protected consumer remedy
please contact us at:
We may ask you to provide reasonable evidence of the issue, such as:
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Your order number
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Clear photographs of the product
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Photographs of the packaging
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A video showing the problem, where appropriate
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A description of the issue
We will review the claim and determine the appropriate resolution in accordance with this policy and applicable consumer law.
Depending on the circumstances and applicable law, the resolution may include a replacement, repair, refund, price reduction, or another appropriate remedy.
5. Consumer Guarantee Rights
Nothing in this policy limits mandatory consumer guarantees or statutory rights applicable to your purchase.
For example, Australian consumers have automatic consumer guarantees that cannot be removed by a store's refund policy. Depending on the nature of a product problem, remedies may include repair, replacement, refund, cancellation, or compensation.
Similarly, consumers in the European Union have statutory protections for goods that are defective or do not conform to the sales contract.
Where mandatory consumer law provides rights that are more favorable than this policy, the applicable law will prevail.
6. Refunds
Except where required by applicable law, Cienna Beauty does not provide refunds for change-of-mind purchases where the product was delivered as described and is not defective or incorrect.
Refunds may be available where:
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An order is cancelled before shipment
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A statutory withdrawal or cooling-off right applies
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A product is defective or materially non-conforming and applicable law provides a refund
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A product is incorrect and applicable law or our review requires a refund
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We are unable to fulfill an order within the applicable promised timeframe and a refund is required under applicable law
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Another circumstance exists in which applicable law requires a refund
Where a refund is approved, it will generally be issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
7. Shipping Delays and Unfulfilled Orders
Our estimated delivery time is stated in our Shipping Policy.
If we become unable to fulfill an order within a legally applicable promised shipping timeframe, we will handle the situation in accordance with applicable law, which may include notifying the customer of the delay, providing an updated estimated shipping date, offering cancellation, or issuing a refund where required.
For US orders, applicable federal rules may require sellers to obtain customer consent to certain shipping delays or provide a prompt refund when an order cannot be shipped within the applicable timeframe.
8. Products Damaged Through Customer Misuse
Cienna Beauty may not be responsible for damage caused by misuse, improper handling, failure to follow product instructions, unauthorized modifications, or normal wear and tear, to the extent permitted by applicable law.
This section does not limit any mandatory consumer rights that may apply.
9. How to Contact Us
For any cancellation, return, refund, damaged-product, or defective-product request, please contact:
Cienna Beauty
Email: ciennabeautystore@gmail.com
When contacting us about an order, please include your order number and a clear description of your request.
10. Applicable Consumer Laws
This policy is intended to operate together with applicable consumer protection laws.
If the laws of your country, state, province, territory, or other jurisdiction provide you with rights that cannot legally be waived, those rights remain unaffected by this policy.
Where there is a conflict between this policy and a mandatory legal requirement, the mandatory legal requirement will apply.