Refund Policy
Effective Date: August 2026
At Ciel Haven ("Ciel Haven", "Company", "we", "our", or "us"), we take pride in the quality, craftsmanship, and presentation of our products. We strive to ensure that every order meets your expectations. If, however, you are not completely satisfied with your purchase, you may request a return, exchange, or refund in accordance with the terms of this Policy.
By placing an order through our website, you agree to this Refund & Returns Policy.
1. Return Eligibility
Customers may request a return within 7 calendar days from the date of delivery.
To be eligible for a return, the item must:
- Be unused, unworn, and unwashed;
- Be in its original condition;
- Include all original tags, labels, packaging, accessories, and protective coverings;
- Be free from stains, odours, damage, alterations, or signs of wear;
- Be accompanied by proof of purchase or order confirmation.
We reserve the right to reject returns that do not meet these requirements.
2. Non-Returnable Items
For hygiene, health, and product integrity reasons, the following items are not eligible for return, exchange, or refund unless they are defective or incorrectly supplied:
- Personalised or customised products;
- Gift cards and store credit;
- Items marked as "Final Sale", "Clearance", or "Non-Returnable";
- Intimate apparel, underwear, swimwear, or similar hygiene-sensitive products where hygiene seals have been removed;
- Any item not returned in its original condition.
3. Exchanges
We do not offer product exchanges. Customers who wish to receive a different size, colour, or product must return the original item (subject to eligibility) and place a new order.
4. Return Request Process
To initiate a return, customers must contact our Customer Care Team within the applicable return period.
Your request should include:
- Full name;
- Order number;
- Contact details;
- Reason for the return;
- Supporting photographs where applicable.
Submitting a return request does not guarantee approval. All return requests are subject to review and approval by us.
5. Inspection and Approval
All returned products will be inspected upon receipt.
We reserve the right to reject returns where:
- Products show signs of use or wear;
- Tags or packaging are missing;
- Products have been damaged after delivery;
- Return conditions outlined in this Policy have not been met.
Where a return is rejected, the product may be returned to the customer at the customer's expense.
6. Defective, Damaged, or Incorrect Products
If you receive a product that is:
- Defective;
- Damaged during transit;
- Incorrectly supplied; or
- Missing from your order,
you must notify us within 48 hours of delivery.
To facilitate review, customers may be required to provide:
- Clear photographs showing the defect or error.
- Photographs of the packaging;
- A description of the issue;
- Order details.
Following verification, we may, at our discretion:
- Replace the product;
- Issue a refund;
- Provide store credit; or
- Offer another appropriate remedy in accordance with applicable law.
7. Refunds
Once a return has been approved and inspected, any eligible refund will be processed to the original payment method used for the purchase.
Refund processing times may vary depending on:
- The payment provider;
- Processing times may vary depending on your payment provider or financial institution.
We are not responsible for delays caused by financial institutions after the refund has been issued.
8. Shipping Charges
Original shipping and delivery charges are non-refundable except where:
- The product was defective;
- The wrong product was supplied;
- The order was not fulfilled correctly due to our error; or
- Applicable law requires otherwise.
Where a return is approved due to our error or a verified product defect, reasonable return shipping costs may be covered by us.
9. Return Shipping Responsibility
Unless otherwise agreed in writing:
- Customers are responsible for arranging and paying for return shipping costs when returning products due to a change of mind, incorrect selection, or preference-based reasons.
- Customers are responsible for ensuring items are securely packaged when returned.
We shall not be liable for products damaged or lost during return transit.
10. Refused Deliveries
If a customer refuses delivery of an order without a valid reason recognised under this Policy or applicable law:
- Shipping costs incurred by us may be deducted from any eligible refund;
- Additional fees charged by logistics providers may also be deducted where permitted by law.
11. Promotional Orders
Where products are purchased using promotional discounts, vouchers, or special offers:
- Refund amounts will reflect the actual purchase price paid;
- Promotional discounts may no longer apply after a return;
- Eligibility for promotional benefits may be adjusted accordingly.
12. Consumer Rights
Nothing in this Policy excludes, limits, or affects any consumer rights available under the laws and regulations of the Kingdom of Saudi Arabia.
Where applicable law provides greater rights than those set out in this Policy, the provisions of applicable law shall prevail.
13. Quality Commitment
Every Ciel Haven product undergoes quality inspection prior to shipment.
We are committed to delivering products that meet our standards of quality, craftsmanship, and presentation. Should an item arrive in less than satisfactory condition, our Customer Care Team will work with you to identify an appropriate resolution in accordance with this Policy.
14. Contact Us
For all return, exchange, or refund enquiries, please contact:
Ciel Haven Customer Care
Email: [email protected]
Please include your order number in all correspondence to help us process your request efficiently.