Returns & Refund Policy
Last Updated: September 2026
At CEOUL, customer satisfaction and product quality are important to us. We take care to ensure that every order is checked and securely packed before dispatch.
Due to the hygienic and personal-use nature of skincare, cosmetics and beauty products, certain restrictions apply to returns and exchanges.
Return Eligibility
A product may be eligible for return if:
- You received an incorrect product.
- The product arrived damaged, leaking or defective.
- The product is unopened, unused and in its original condition and packaging, where a return has been approved by CEOUL.
- The request otherwise qualifies under applicable consumer protection requirements.
All return requests are subject to review and approval.
Non-Returnable Products
For health, hygiene and safety reasons, we generally cannot accept returns or exchanges for products that have:
- Been opened or used.
- Had their original seal or protective packaging removed.
- Been tested or partially consumed.
- Been damaged after delivery due to improper handling or storage.
- Been used contrary to the manufacturer’s instructions.
- Been purchased and are no longer wanted solely because of a change of mind, where no applicable return right exists.
This is particularly important for skincare, cosmetics and personal-care products because their quality and hygiene cannot be guaranteed once opened.
Damaged, Defective or Incorrect Products
If your order arrives damaged, defective, leaking or incorrect, please contact CEOUL as soon as possible after receiving it.
To help us assess the issue, please provide:
- Your order number or proof of purchase.
- Clear photographs of the affected product.
- Photographs of the original packaging and shipping package.
- A clear video where necessary to demonstrate the damage or defect.
Please keep the product and all original packaging until our team has completed its review.
Once your request has been assessed, we will advise you of the appropriate resolution, which may include a replacement, exchange or refund, depending on the circumstances and product availability.
Change of Mind
Please review your order carefully before completing your purchase.
Due to the nature of skincare and cosmetic products, CEOUL may not accept returns or exchanges simply because you have changed your mind, selected the wrong product, do not like the texture or fragrance, or the product is not suitable for your personal preference.
Our team is available to provide general product information before purchase to help you make an informed selection.
Skin Reactions & Product Suitability
Every person’s skin is different, and individual results or reactions cannot be guaranteed.
A product causing irritation, sensitivity, breakouts or otherwise not producing the expected result does not automatically mean that the product is defective.
We recommend reviewing the ingredient list and performing a patch test when introducing a new product, particularly if you have sensitive or reactive skin.
If you experience a significant reaction, discontinue use and seek appropriate professional advice where necessary.
Approved Returns
If your return is approved, our team will provide instructions regarding how and where the product should be returned.
Products sent back without prior approval may not be accepted.
Returned products should include their original packaging and any accessories, gifts or promotional items supplied as part of the purchase where applicable.
Refunds
Once an approved returned product has been received and inspected, CEOUL will confirm the outcome of the refund request.
Approved refunds will generally be issued through the original payment method or another method agreed upon by CEOUL.
Please note that banks, card providers and payment processors may require additional processing time before the refunded amount appears in your account.
Delivery Charges
Original delivery charges and return delivery costs may be non-refundable unless the return results from an incorrect, damaged or eligible defective product supplied by CEOUL, or where otherwise required by applicable law.
Sale & Promotional Products
Products purchased during sales or promotional campaigns remain subject to this Returns & Refund Policy.
Any additional conditions applying to a specific promotion will be communicated as part of that offer.
Your statutory consumer rights are not affected.
Exchanges
Where an exchange is approved, it will be subject to product availability.
If the requested replacement is unavailable, CEOUL may offer an alternative solution or an eligible refund.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible after placing it.
Once an order has been processed, packed or dispatched, cancellation may no longer be possible.
Authenticity & Packaging Changes
CEOUL is committed to providing 100% authentic products sourced through trusted supply channels.
Skincare and beauty brands may occasionally update packaging, labels, ingredient presentation, bottle designs or other product details. A legitimate manufacturer packaging update or variation does not by itself make a product defective or eligible for return.
Please refer to our Authenticity Guarantee for additional information.
Consumer Rights
Nothing in this Returns & Refund Policy is intended to limit any rights available to customers under the applicable consumer protection laws and regulations of the Sultanate of Oman.
Where applicable law provides a customer with rights beyond this policy, those legal rights will apply.
Need Help With a Return?
For return, exchange or refund enquiries, please contact the CEOUL Customer Support Team through the official contact details provided on our website.
Please include your order number and details of the issue so that our team can assist you efficiently.
CEOUL – Beauty & Skincare
Sultanate of Oman
Part of RM Global, Dubai, UAE
CEOUL
Authentic Products. Trusted Service. Shop With Confidence.
