Exchange Policy

At CEOUL, we want you to shop with confidence. Every order is carefully checked and securely packed before dispatch. If you receive an incorrect, damaged or defective product, our team is here to assist you.

Due to the hygienic and personal-use nature of skincare, cosmetics and beauty products, exchanges are subject to certain conditions.

When Is a Product Eligible for Exchange?

A product may be eligible for exchange if:

You received a different product from the one you ordered.
The product arrived damaged, defective or leaking.
An unopened and unused product otherwise qualifies under our Returns & Refund Policy or applicable consumer protection requirements.

All exchange requests are subject to review and approval by CEOUL.

Exchange Conditions

To be considered for an exchange, the product should generally be:

Unused and unopened
In its original packaging
With the original seal intact
In its original condition
Accompanied by the relevant order details or proof of purchase

For hygiene and safety reasons, products that have been opened, used, tested or had their original seal removed generally cannot be exchanged.

Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged, leaking or defective product, please contact the CEOUL Customer Support Team as soon as possible.

To help us assess your request, we may ask for:

Order Number • Clear Product Photos • Packaging Photos • Video Evidence, if required

Please keep the product and all original packaging until your request has been reviewed.

Once approved, we will arrange an appropriate exchange, replacement or refund, depending on the circumstances and product availability.

Change of Mind

Please choose your products carefully before placing your order.

Due to hygiene considerations, exchanges may not be accepted solely because you:

Changed your mind
Selected the wrong product
Prefer a different product
Do not like the fragrance or texture
Find that the product does not suit your personal preference

Our team is happy to provide general product and skincare guidance before you place your order.

Skin Reactions & Product Suitability

Skincare products can perform differently from person to person.

An individual sensitivity, breakout, irritation or lack of expected results does not automatically mean that a product is defective and may not qualify it for an exchange.

We recommend checking the ingredients and performing a patch test when introducing a new skincare product, especially for sensitive or reactive skin.

Product Availability

All exchanges are subject to stock availability.

If an approved replacement product is unavailable, CEOUL may offer an appropriate alternative or refund in accordance with our Returns & Refund Policy.

Exchange Delivery Charges

Where an exchange is required because CEOUL supplied an incorrect, damaged or eligible defective product, applicable exchange delivery arrangements will be handled in accordance with our policy and applicable consumer rights.

For other approved exchanges, additional collection or delivery charges may apply.

How to Request an Exchange

Please contact the CEOUL Customer Support Team through our official contact channels and provide your order number, the product concerned and the reason for requesting an exchange.

Please do not return or send any product before receiving instructions from our team.