Last Updated: April 4, 2026
Our Return Policy
At Cela Jewels, we want you to feel confident in every purchase. If for any reason you are not fully satisfied with an eligible watch or jewelry item, you may request a return or exchange in accordance with the policy below.
Return Eligibility
Eligible items must be returned within 7 days of the confirmed delivery date.
- Item must be unworn, unused, and in the same condition as received
- All original packaging, accessories, tags, certificates, warranty cards, manuals, and accompanying documents must be included
- Any complimentary items included with the order must also be returned
Mandatory Unboxing Video Requirement
Due to the high-value nature of our watches and jewelry, an unboxing video is mandatory for all orders. This video will be required in the event of an incorrect item, damaged item, missing contents, or any delivery-related discrepancy.
The video should clearly show the sealed package being opened, the contents inside, and the condition of the item as received. Claims submitted without a complete unboxing video may not be eligible for review or resolution.
Non-Returnable Items
The following items are final sale and are not eligible for return, refund, or exchange unless otherwise required by law:
- Special orders
- Price On Request items
- Custom jewelry pieces
- Personalized or engraved items
- Sourced watches or sourced jewelry
- Items sold during promotional events, clearance sales, or marked final sale
- Lab-grown or natural diamond jewelry created to order
Condition Requirements
Returned items must not show any signs of wear, sizing damage, scratches, alterations, polishing, removal of protective materials, or use after delivery. Watches must not be worn, adjusted beyond normal inspection, or opened by any third party. Jewelry must not be resized, altered, or worn beyond initial inspection.
How to Request a Return or Exchange
To request a return or exchange, contact Cela Jewels within 7 days of delivery. Please include your order number, reason for the request, and any relevant photos or videos if applicable.
If your request is approved, we will provide return instructions. Unauthorized returns or packages sent back without prior approval may be refused.
Return Shipping
Customers are responsible for return shipping costs unless the return is approved due to an incorrect item or an item damaged in transit. We strongly recommend using a fully insured and trackable carrier. Cela Jewels is not responsible for returns lost or damaged during return transit.
Restocking Fee
A 5% restocking fee applies to all approved return and exchange requests. This fee helps cover inspection, handling, payment processing, and re-listing costs associated with high-value merchandise.
Refund Processing
Once the returned item is received and inspected, approved refunds are generally processed within 5 to 7 business days. Refunds are issued to the original payment method used at checkout, less any applicable restocking fees, shipping charges, or non-refundable processing costs.
Original Shipping Charges
Original shipping, rush shipping, insurance surcharges, and handling fees are non-refundable unless the return is due to a verified error on our part.
Exchanges
If you wish to exchange an eligible item, please contact us within the return window. Approved exchanges are also subject to the 5% restocking fee. Any price difference between the original item and the replacement item must be paid before the exchange is completed.
Incorrect, Damaged, or Missing Items
If your order arrives incorrect, damaged, or incomplete, you must notify us within 24 hours of delivery. Your claim must include clear photos of the packaging, shipping label, product, and the mandatory unboxing video.
We reserve the right to investigate all such claims before approving any refund, replacement, or store credit.
Authenticity Concerns
If you have any concerns regarding the authenticity of a watch or jewelry item purchased from Cela Jewels, please contact us immediately. We stand behind the authenticity of every piece we sell and will review any legitimate concern promptly.
Refused Deliveries
If a shipment is refused without authorization, any resulting fees, return shipping costs, insurance deductions, and applicable restocking charges will be deducted from any refund issued.
Chargebacks and Payment Disputes
If a chargeback or payment dispute is filed before contacting us regarding a return or delivery issue, Cela Jewels reserves the right to pause review of any refund or exchange request until the matter is resolved.
Right to Refuse Returns
Cela Jewels reserves the right to refuse any return, refund, or exchange request that does not meet the conditions outlined in this policy, including items returned late, worn, altered, incomplete, or without required supporting documentation.
Questions About Returns
If you have any questions about return eligibility, exchanges, or refunds, please contact our team before placing your order.
Cela Jewels
Celajewelsllc@gmail.com
(516) 312-8863
48 West 48th Street, Suite 906
New York, NY 10036