Refund Policy

This policy applies to purchases made on Cecile Private Collection. It should be read together with our Terms & Conditions.

If a local consumer protection law gives you additional rights, those rights remain unchanged.

Our catalog items are produced on a pre-order / made-to-order basis. This includes (without limitation): custom sizing, engraving, special stone requests, metal changes, design modifications, and any item produced or sourced specifically for you.

We do not accept returns, exchanges, or refunds for change-of-mind, wrong size provided, or preference changes after production has started, except where required by applicable law.

Estimated production timelines are typically 2–8 weeks. Delays due to material availability, craftsmanship, quality checks, or customs/carrier issues do not convert a purchase into a refundable purchase.

If your item arrives damaged, defective, or incorrect, contact us promptly with photos/videos of:

• Outer packaging and shipping label,
• Inner packaging, and
• The item and the issue.

After verification, we may offer (as appropriate) repair, remake, replacement, or refund. The solution depends on feasibility, stock/material availability, and the nature of the issue.

To protect customers and product integrity, we may request additional information and conduct verification/inspection. For high-value items, we may record serial numbers, micro-engravings, and packaging identifiers to prevent fraud.

If we determine the issue is due to misuse, wear-and-tear, alterations by third parties, or incorrect information provided (such as incorrect size confirmed by the customer), we may not be able to offer a refund.

The following are generally not eligible for returns or refunds (except where required by law):

• Pre-Order / Custom-Made items (including custom sizing and engraving) for change-of-mind or preference-based reasons.
• Items marked as final sale, clearance, or non-returnable.
• Gift cards (if applicable).
• Items returned without original certificates/packaging when those were part of the delivery.

We may be able to cancel an order before it enters processing/production. Once production begins, cancellations are generally not possible because the item is being made specifically for you.

If a cancellation is approved before production, refunds (if any) are handled according to the original payment method (see “Refund Method”).

If we ask you to ship an item back for verification/repair/remake, shipping responsibility depends on the situation. Where permitted by law, shipping costs are generally your responsibility unless the issue is due to our error or a verified defect/damage in transit.

We recommend insured, trackable shipping with signature confirmation for high-value items. You are responsible for the item until it is received by us.

International shipments may be subject to import duties, taxes, VAT/GST, and brokerage fees. Unless explicitly stated otherwise, these charges are your responsibility.

Customs delays, carrier delays, or refusal to pay duties/taxes do not qualify as grounds for a refund. If an international shipment is returned as refused/undeliverable, additional shipping and handling fees may apply and original shipping fees are typically non-refundable.

Approved refunds are issued to the original payment method where possible. Processing times depend on inspection completion and your payment provider’s settlement timelines.

If you paid via PayPal, refunds are processed through PayPal. PayPal may take additional time to reflect the refund in your account and may handle currency conversion according to its policies.

If you paid via Bank Transfer (BCA), refunds (if approved) are typically processed by our admin/seller via transfer to your BCA bank account after verification of recipient details.

Shipping fees are generally non-refundable unless required by law or due to our error.

If you open a dispute/chargeback/PayPal claim, we may pause production (for bespoke items) and/or shipment while the case is reviewed. You agree to cooperate and provide information promptly.

Using a chargeback as a substitute for our return process may delay resolution and may affect our ability to provide time-sensitive solutions (e.g., carrier claims).

We may update this Refund Policy from time to time. The latest version will be posted on this page with the updated date. The policy applicable to your purchase is generally the one in effect at the time you placed your order.

If you need help with a return request, a damaged item report, or a refund status inquiry, contact us through the options below.

Our team typically responds within 24 hours during business hours. For urgent inquiries, please reach us via WhatsApp.