Return & Refund Policy

Last updated: October 20, 2026

Overview

At Coellyo, your satisfaction is our priority. This policy applies to all purchases made on coellyo.co, operated by Coellyo LLC, a limited liability company registered in the State of Wyoming, United States (30 N Gould St, Sheridan, WY 82801). We stand behind the quality of our products and want you to shop with complete confidence. Please read this policy carefully before placing an order.

Our 60-Day Satisfaction Guarantee

We want you to actually try Coellyo. That is why every order is covered by our 60-Day Satisfaction Guarantee: if you are not happy with your product for any reason, contact us within 60 days of the delivery date and we will refund your purchase, even if the product has been opened and used.

To be eligible under the guarantee:

  • Your request must be sent to coellyosav@coellyo.com within 60 days of the delivery date shown on your tracking information
  • Proof of purchase (order number or order confirmation email) is required
  • The product must be returned to us (see "How to Initiate a Return" and "Return Shipping" below), unless our team tells you in writing that no return is needed
  • The guarantee applies once per customer, household, or shipping address, and covers the first order of a given product only. Reorders of the same product are not covered by the guarantee and are subject to the standard return conditions below (unopened products only)

Standard Returns (Outside the Guarantee)

For items not covered by the 60-Day Satisfaction Guarantee (for example a reorder of a product you have already purchased), we accept returns within 30 days of the delivery date provided that:

  • The product is unused, unopened, and in its original packaging
  • The item is in the same condition as when it was received
  • Proof of purchase is provided

For hygiene and safety reasons, opened or used cosmetic products that do not qualify for the guarantee cannot be returned or restocked.

Non-Returnable Items and Exclusions

The following are not eligible for return or refund:

  • Any request received more than 60 days after delivery
  • Items purchased during final sale or promotional events clearly marked as non-refundable
  • Orders where the guarantee has already been used (see "once per customer" above)
  • Products damaged through misuse, neglect, or improper storage
  • Free gifts, bonus items, or "Buy 1 Get 1 Free" items that are not returned together with the paid items. If a free item is kept, its retail value may be deducted from the refund

How to Initiate a Return

To start a return or a guarantee claim, email our customer service team at coellyosav@coellyo.com with:

  1. Your order number
  2. The reason for your return (we read every message, it helps us improve)
  3. One or two photos of the product you received

Our team will review your request and send you return instructions, including the return address and a return reference number, within 2–3 business days.

Please do not ship anything back before receiving these instructions. Packages sent without a return reference cannot be matched to your order and will not be refunded.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a defective product, a damaged shipment, or an error on our part.

Our products are shipped from our fulfillment partner's warehouse and returns are sent back to the same facility:

Coellyo — c/o Nerona Limited
Building S6, Tianan Digital City
Fenggang Town, Dongguan
Guangdong, China

We strongly recommend using a tracked shipping method and keeping your receipt. We cannot be held responsible for return shipments that are lost, delayed, or damaged in transit, and a return that never reaches us cannot be refunded.

In some cases, our team may decide that a return is not required and process your refund directly. This is at our sole discretion and will always be confirmed to you in writing.

Refunds

Once your return is received and inspected (or once our team confirms that no return is required), we will notify you by email of the approval or rejection of your refund.

  • Approved refunds are issued to your original payment method within 5–10 business days
  • Depending on your bank or card issuer, it may take an additional 5–10 business days for the funds to appear on your statement
  • Original shipping costs are non-refundable, unless the return is due to a defective product or an error on our part
  • Refunds are limited to the amount actually paid for the item(s), after any discounts or promotions
  • If your refund is delayed, please check with your bank or payment provider before contacting us

We cannot issue refunds to a different card or account than the one used for the purchase.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at coellyosav@coellyo.com with photos of the issue and of the packaging. We will arrange a free replacement or a full refund, at your choice, at no cost to you. In most cases you will not need to send the item back.

Order Cancellations and Changes

We start processing orders quickly. If you need to cancel or change an order (address, quantity, shade), email us as soon as possible with your order number. We will do our best to help, but once an order has been handed to our fulfillment partner it can no longer be cancelled or modified. In that case, the order will be covered by this Return & Refund Policy once it is delivered.

Lost or Undelivered Packages

If your tracking shows no movement for 10 business days or more, or if your package is marked as delivered but you have not received it, contact us at coellyosav@coellyo.com. We will open an investigation with the carrier and, where appropriate, send a replacement or issue a refund.

Please make sure the shipping address entered at checkout is complete and correct: we cannot be held responsible for packages delivered to an incorrect address provided by the customer.

Chargebacks

Please contact us before opening a dispute with your bank or payment provider. Our team resolves the vast majority of issues within 48 hours, and a chargeback opened while a return or refund is already in progress may delay your resolution.

Contact Us

For any questions regarding this policy, please reach out to our team:

📧 coellyosav@coellyo.com
🌐 coellyo.co

Coellyo LLC
30 N Gould St
Sheridan, WY 82801, United States

We aim to respond to all inquiries within 24–48 hours (Monday to Friday).