Returns & Refunds

last updated: september 3, 2026

1. 90-day satisfaction guarantee & return window

Celora offers a 90-Day Satisfaction Guarantee, subject to the eligibility and return conditions in this policy. Return requests must be submitted within 90 days of confirmed delivery. We give you three full months — not 14 days, not 30 — because Celora patches are designed to work with your body over time, and we want you to have the room to use them properly before you decide.

 

The Satisfaction Guarantee is subject to the trial, unopened-pack, authorization, return-shipping, Restocking and Processing Fee, bundle, and promotional-order terms below.

 

Requests received after the 90-day return window are not eligible for return or refund, except where otherwise required by applicable law. Subscription renewal shipments are subject to separate terms set out in Section 12.

 

Submitting a return request does not automatically mean that the return or refund has been approved.

2. return eligibility

To qualify for a return, both of the following must be met.

 

(a) You must have completed a full trial.

 

A return request will only be considered where you have used the patches as directed for at least 30 consecutive days. Berberine and collagen work gradually, and a shorter trial does not give the product a fair chance. We may ask you to describe your routine and how you got on.

 

(b) The packs you send back must be unopened.

 

For hygiene and product-integrity reasons we can only accept packs that are:

  • Unopened, unused, and in their original sealed packaging
  • In the same condition in which they were received
  • Accompanied by valid proof of purchase from celorapatches.com

The pack you opened during your trial stays with you and is not refunded.

 

These two requirements apply to different parts of your order. In practice: you complete your 30-day trial using one pack, and you return the packs from your order that are still sealed.

 

Because both requirements must be met together, returns are available on multi-pack orders. A single-pack order that has been opened cannot be returned, and an order in which every pack has been opened cannot be returned.

 

Products that have been opened, used, altered, or removed from their original sealed packaging are not eligible for return, unless the item arrived damaged, defective or incorrect (Section 4), or applicable law requires otherwise.

3. return authorization required

Please contact us at support@celorapatches.com before sending any item back. Your request should include:

  • Your order number
  • The email address used to place the order
  • How long you used the patches, and how you got on with them
  • How many packs you wish to return, and confirmation that they are unopened and sealed
  • Any additional information reasonably needed to verify the order or return eligibility

If your return is approved, we will email you return instructions, the applicable return address, and the exact refund amount you will receive — so you know what your return is worth before you spend anything sending it.

 

Returns sent without prior authorization may not be accepted or refunded. Approved returns must be shipped within 14 days of receiving return authorization, with a tracking number provided to us. Return authorization may expire if the package is not shipped within this period.

4. damaged, defective, or incorrect orders

Please inspect your order after delivery. If an item arrives damaged, defective, or different from what you ordered, contact support@celorapatches.com within 7 days of delivery and provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging and shipping label where relevant

Please do not discard damaged or incorrect products or packaging until your request has been reviewed.

 

Where a claim under this section is verified, we will send a free replacement or, at your election, issue a full refund. This section applies whether or not the pack has been opened, there is no 30-day trial requirement, and no fee of any kind is deducted — including return shipping, which is at our cost where a return is required. This section applies to subscription shipments in the same way as to one-time orders, and it does not count towards the claim limit in Section 14.

5. return shipping & restocking and processing fee

Return Shipping

 

For returns that are not the result of a damaged, defective, or incorrect order, return shipping costs are the responsibility of the customer. We do not provide or generate prepaid return labels.

 

We strongly recommend using a trackable shipping service and retaining your shipping receipt. Celora is not responsible for return packages that are lost, damaged, delayed, or delivered to an incorrect address while being returned to us. Risk in returned goods passes to us on receipt.

 

Restocking and Processing Fee

 

A fixed Restocking and Processing Fee applies to each approved return that is not the result of a damaged, defective, or incorrect order.

 

The applicable fee is determined by the original merchandise value actually paid for the order, after discounts and promotions, but excluding taxes and shipping charges.

 

The applicable fee is determined before any deduction for opened or non-refundable products and before any bundle, multi-pack, or promotional-order recalculation under Section 6.

 

The following fees apply:

Original merchandise value under $60.00: $15.00 fee

Original merchandise value of $60.00–$99.99: $25.00 fee

Original merchandise value of $100.00–$124.99: $35.00 fee

Original merchandise value of $125.00 or more: $40.00 fee

 

For bundle, multi-pack, promotional, subscription-discounted, or other discounted orders, the eligible refund amount is first calculated under Section 6. The applicable Restocking and Processing Fee is then deducted from that amount.

 

If the applicable Restocking and Processing Fee equals or exceeds the eligible refund amount, the refund will be $0.00. The customer will never be required to pay an additional amount beyond the value of the refund.

 

Original shipping charges, if any, are non-refundable unless the return is due to our error or otherwise required by applicable law.

 

No Restocking and Processing Fee or return shipping cost applies to a verified damaged, defective, or incorrect order under Section 4, or where applicable law requires otherwise.

6. bundles, multi-packs & promotional orders

Products purchased as part of a bundle, multi-pack, promotion, or discounted offer remain subject to the same return eligibility requirements in Section 2.

 

Bundle and multi-pack pricing is conditional on the complete offer being kept.

 

If only part of a qualifying bundle, multi-pack, or promotional order is returned, the value of the products the customer keeps will be recalculated based on the offer or pricing that would have applied to those products had they been purchased in that quantity at the time of the original order.

 

The recalculated value of the products kept is deducted from the amount actually paid for the order to determine the eligible refund amount.

 

Bonus, free, and promotional packs have no independent cash or refund value and are not separately refundable.

 

Where a free gift, bonus pack, or promotional item is required to be returned as part of an approved return, it must also be returned in eligible condition. If it is not returned, its applicable retail value may be deducted from the refund to the extent that value has not already been accounted for through bundle or promotional-order recalculation. The same item will not be deducted more than once.

 

A refund calculated under this section will never be less than $0.00.

 

Because our multi-pack and promotional discounts can be substantial, returning only part of a larger bundle or promotional order may result in a small refund or no refund at all.

 

Where an order was placed at a subscription, promotional, or discounted price, all calculations under this section are based on the amount actually paid for that order.

 

After the eligible refund amount has been calculated under this section, the applicable Restocking and Processing Fee in Section 5 is deducted.

 

We will confirm the exact refund amount in writing before you send an approved return back to us, so you can decide whether you wish to proceed.

7. exchanges

We do not offer direct exchanges. If an eligible return is approved, you may complete the return and place a separate order for the item you would like instead. This helps ensure that replacement products are not reserved or shipped before the original return has been reviewed.

8. non-returnable items

The following are generally not eligible for return or refund:

  • Opened or used packs, except under Section 4
  • Packs removed from their original sealed packaging, except under Section 4
  • Orders where the patches were used for less than 30 consecutive days
  • Orders in which every pack has been opened
  • Products that have been altered or damaged after delivery
  • Returns requested outside the applicable return window
  • Returns sent without authorization
  • Products that cannot be matched to a valid Celora order
  • Products purchased from unauthorized third-party sellers
  • Items marked as final sale, where clearly disclosed before purchase

This does not affect any rights that cannot legally be excluded.

9. refund review

Receiving a returned package does not automatically guarantee a refund. Once your return is received, we will inspect it to confirm that the packs are sealed, unopened, and match the authorized claim, and that the eligibility requirements in Section 2 have been met.

 

We reserve the right to deny or adjust a refund where the returned product does not meet the applicable return conditions, subject to applicable law. If additional information is reasonably required to review your return, we may contact you before making a final determination.

 

Where a return is received that does not qualify under this policy — for example opened packs, packs that were not authorized, quantities that do not match the claim, or product that is not ours — it is not eligible for refund. We may return the product to you at your cost. If we choose, at our discretion, to issue a partial refund in such a case, it remains subject to the applicable Restocking and Processing Fee in Section 5 and to any further deduction reasonably reflecting the condition of the goods.

10. refund processing

If your refund is approved, it will be issued to the original payment method within 5–10 business days of approval. Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account. Refunds paid through a third-party provider (PayPal, Afterpay, Klarna and similar) are returned through that provider and are subject to its own processing timelines.

 

If you have not received an approved refund after 10 business days, please check with your card issuer first, then contact support@celorapatches.com.

11. order changes

If you have entered an incorrect shipping address or phone number, contact support@celorapatches.com with your order number within 12 hours of placing your order. Where the order has not yet entered fulfilment, we will do our best to correct those details before it ships.

 

This window is for correcting delivery details only. Orders generally cannot be cancelled once they have been placed. If you wish to return an eligible order after it arrives, the return and refund terms in this policy apply. Once an order has entered fulfillment, changes to shipping or order details may no longer be possible.

 

For subscriptions, see Section 12.

12. subscriptions

12.1 How your subscription works

 

When you choose a subscription at checkout, the price of each shipment, the billing frequency, and the fact that the charge repeats automatically are shown to you before you complete your purchase. By selecting a subscription you are agreeing to recurring charges at the discounted rate on your chosen cycle until you cancel.

 

The subscription discount is real, and so is the recurring commitment. If you would prefer not to be billed again, choose the one-time purchase option instead — it is available on every product.

 

12.2 Your renewal date is always visible in your account

 

Your next renewal date and the exact amount that will be charged are shown in your account portal at any time. Both were also shown to you at checkout before you completed your purchase, and appear in your order confirmation email. You can log in whenever you like to check that date, and to skip, pause, change the frequency of, or cancel your subscription before the next charge is taken. Please keep your email address up to date in your account so that we can reach you about your order.

 

12.3 Cancelling, pausing, skipping

 

You may cancel at any time, and cancelling is always free.

  • Self-service: log in to your account portal and cancel, pause, skip a shipment, or change your delivery frequency
  • By email: write to support@celorapatches.com with your order number and we will action it for you

To make sure you are not billed for the next cycle, please cancel at least 48 hours before your next billing date. Once cancellation is confirmed, no further charges will be made.

 

If you are not ready to cancel but need a break, pausing or skipping a shipment is usually the better option and keeps your discounted rate.

 

12.4 Once a renewal has been charged

 

A renewal is "processed" as soon as payment has been charged, whether or not it has shipped. Our team begins preparing orders immediately after each billing cycle. Once a renewal has been processed it cannot be cancelled, and a refund is not issued solely because a cancellation was submitted after the billing date.

 

If you believe a renewal charge was made in error or need assistance with a processed renewal, please see Section 12.5.

 

12.5 Renewal Shipments & Refund Requests

 

Your first eligible Celora order may qualify for the Satisfaction Guarantee in Sections 1 to 6, subject to all applicable eligibility requirements.

 

Subsequent subscription renewal shipments are not covered by the 90-Day Satisfaction Guarantee.

 

To avoid being charged for a renewal shipment, you must cancel, pause, or skip your subscription before the applicable billing date in accordance with Section 12.3.

 

Once a renewal payment has been processed, the order may immediately enter fulfillment and cannot be cancelled or refunded under our standard policy solely because the subscription was not cancelled before the billing date.

 

If you believe a renewal charge was made in error, please contact support@celorapatches.com as soon as possible.

 

We may review the circumstances on a case-by-case basis and, at our discretion, offer an appropriate resolution where permitted by law. Approval of a refund is not guaranteed.

 

If an exceptional refund is approved after a renewal charge has already been processed, the applicable Restocking and Processing Fee in Section 5 may be deducted from the refund.

 

For purposes of determining the applicable fee tier, the merchandise value is the amount actually charged for that renewal after any subscription discount, excluding taxes and shipping charges.

 

Any required return shipping is the customer’s responsibility unless the shipment was damaged, defective, incorrect, or applicable law requires otherwise.

 

Nothing in this section limits your rights under Section 4 or any consumer rights that cannot legally be excluded.

 

12.6 Claim limit

 

The Satisfaction Guarantee is limited to one approved claim per customer, household, shipping address, and payment method, and applies only to the customer’s first eligible Celora order.

 

The Satisfaction Guarantee does not reset or become available again for a different product, repeat purchase, subscription renewal, replacement order, or future order.

 

Any resolution provided at our discretion for a subscription renewal under Section 12.5 does not create an ongoing right to future refunds and does not require Celora to provide the same resolution on any later shipment or order.

 

Claims under Section 4 and rights that cannot legally be excluded are not subject to this limitation.

13. unauthorized third-party purchases

Celora can only process returns or refunds for eligible purchases made directly through celorapatches.com.

 

If you purchased a Celora product through another retailer, marketplace, reseller, or third party, please contact the original seller regarding its return and refund policy. We cannot verify the storage, handling, or authenticity of product sold outside our own channel.

14. abuse of return policy

We reserve the right to refuse return privileges where we reasonably identify fraudulent activity, repeated misuse of our return policy, altered products, false claims, or other abusive conduct. This includes:

  • Repeated refund requests across multiple orders
  • Claims filed at the same time as a chargeback or payment dispute
  • Attempts to obtain a refund while retaining the product
  • False or misleading information in a request, including misrepresenting the condition, seal, or quantity of product, or the length of a trial
  • Opened, altered, substituted or non-Celora product returned in place of sealed Celora product
  • Repeatedly subscribing, claiming, and cancelling in order to obtain the Satisfaction Guarantee more than once
  • Multiple claims from the same customer, household, shipping address or payment method

The Satisfaction Guarantee is limited to one approved claim per customer, household, shipping address, and payment method, and applies only to the customer’s first eligible Celora order.

 

The Satisfaction Guarantee does not reset for different products, repeat purchases, subscription renewals, replacement orders, or future orders.

 

Nothing in this section limits consumer rights that cannot be excluded under applicable law.

15. chargebacks & payment disputes

We resolve genuine problems, and we would rather hear from you than from your bank.

 

If you are dissatisfied with an order or believe an error has been made, please contact support@celorapatches.com and allow us a reasonable resolution period of at least 10 business days before initiating a chargeback or payment dispute. By placing an order you agree to attempt resolution with us first.

 

Where a chargeback or payment dispute is filed, Celora may submit all relevant records to the card issuer to contest it, including transaction records, delivery confirmation, subscription consent records, renewal notifications, and correspondence history; may suspend future purchases pending resolution; and may report confirmed fraudulent dispute activity to fraud-prevention services. Nothing in this section prevents you from exercising any legal right you have.

16. your consumer rights

Where applicable consumer protection laws provide rights that cannot be waived or excluded by agreement, this policy applies only to the extent permitted by those laws, and operates in addition to — not instead of — those rights. No Restocking and Processing Fee under Section 5 is charged where a return is made in exercise of a right that cannot legally be excluded.

 

For Australian customers: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

17. results, liability & health

Individual results vary. Celora patches are a wellness product. They are not intended to diagnose, treat, cure or prevent any disease, and are not a replacement for or a medical equivalent to any medical treatment. Please consult your doctor before use if you are pregnant, breastfeeding, taking prescription medication, or managing a medical condition.

 

To the fullest extent permitted by law, and without limiting Section 16, Celora's total liability arising from or relating to any order will not exceed the total amount paid for that order.

18. changes to this policy

We may amend or update this policy at any time. The version published on our website at the time of your purchase governs your order, so we recommend saving or printing this page with your order confirmation if you would like a record of the terms that apply to you.

19. need help?

For questions about a return, a refund, or your subscription, contact support@celorapatches.com. Please include your order number so we can locate your purchase and assist you more efficiently.

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