Refund Policy

Refund Policy

This Refund Policy describes the conditions under which you may return a product and obtain a refund. It forms an integral part of our Terms of Sale.

1. Right of Withdrawal (EU Customers Only)

If you reside in the European Union, you have 14 calendar days from the date of receipt of your order to withdraw from your purchase, with no need to justify your decision (Articles L221-18 and following of the French Consumer Code).

Customers outside the EU are not covered by this statutory right. Sales to non-EU customers are final, except in the case of a defective or non-conforming product (see Section 6 below).

2. Return Conditions

To be eligible for a refund, returned items must be:

  • In unused, unworn condition;
  • In their original packaging, with any tags or accessories intact;
  • Returned within the 14-day withdrawal period (EU customers).

For hygiene reasons, pierced jewelry items (such as earrings) cannot be returned once the sealed packaging has been opened, unless they are defective.

3. How to Initiate a Return

  1. Email us at support@cibili.com within the 14-day window with your order number and the items you wish to return;
  2. We will reply with return instructions and the return address;
  3. Ship the items back, ideally with a tracked shipping method, to the address provided.

4. Return Shipping Costs

Return shipping costs are the responsibility of the Customer, unless the product is defective, damaged on arrival, or non-conforming.

We strongly recommend using a tracked shipping method, as we cannot process refunds for returns that do not reach us.

5. Refund Timeline

Once your return is received and inspected, we will notify you by email. If the return is approved:

  • The refund will be processed to your original payment method;
  • Processing time is typically 5 to 10 business days, depending on your bank or card issuer;
  • The refund covers the price of the product(s). Original shipping costs are not refunded, unless the return is due to a defect on our part.

6. Damaged or Defective Products

If you receive a damaged or defective product:

  • Contact us at support@cibili.com within 72 hours of receipt;
  • Include clear photos of the product and packaging;
  • We will arrange a free replacement or full refund, including return shipping costs if applicable.

This procedure applies regardless of your country of residence.

7. Non-Returnable Items

The following items cannot be returned:

  • Pierced jewelry (earrings and similar) once the sealed packaging has been opened;
  • Custom or personalized items, if any;
  • Items damaged due to misuse, normal wear, or improper care.

8. Refusal of Return

We reserve the right to refuse a return that does not meet the conditions above (e.g. worn items, missing packaging, returned after the 14-day window). In such cases, the item will be returned to the Customer at their expense.