Return & Refund Policy

Last updated: May 2026

Overview

At Coellyo, your satisfaction is our priority. This policy applies to all purchases made on coellyo.co, operated by Nerona Limited. We stand behind the quality of our products and want you to shop with complete confidence. Please read our return and refund policy carefully before making a purchase.

Return Eligibility

We accept returns within 30 days of the delivery date, subject to the following conditions:

  • The product must be unused, unopened, and in its original packaging
  • The item must be in the same condition as when it was received
  • Proof of purchase (order number or order confirmation email) is required

Important notice regarding cosmetic products: Due to the nature of our products (cosmetics and skincare), we are unable to accept returns on items that have been opened or used. This policy is in place for hygiene and safety reasons, and to protect all of our customers. Once a product has been opened or tested, it cannot be restocked or resold.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used cosmetic products
  • Items not in their original packaging
  • Products returned more than 30 days after delivery
  • Items purchased during final sale or promotional events marked as non-refundable

How to Initiate a Return

To start a return, please contact our customer service team at coellyo.sav@gmail.com with:

  1. Your order number
  2. The reason for your return
  3. Photos of the product (showing it is unused and in original packaging)

Our team will review your request and provide you with return instructions within 2–3 business days.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to a defective product or an error on our part. We strongly recommend using a tracked shipping method, as we cannot be held responsible for lost or damaged return shipments.

Return address:

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

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method within 5–10 business days
  • Shipping costs are non-refundable
  • If your refund is delayed, please check with your bank or payment provider before contacting us

Damaged or Defective Products

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at coellyo.sav@gmail.com with photos of the issue. We will arrange a replacement or full refund at no cost to you.

Contact Us

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

📧 coellyo.sav@gmail.com
🌐 coellyo.co

We aim to respond to all inquiries within 24–48 hours.