Return & Refund Policy

Every Cielora ceiling is fabricated to the millimetre for one specific room, so a “return” in the retail sense is not physically possible — a membrane welded for your lounge fits no other lounge. This policy explains what we do instead, and when money comes back to you.

Cancelling Before Fabrication

You may cancel an order at no charge at any time before we begin cutting and welding your membrane. Your deposit is refunded in full to the original payment method within fourteen days. We will confirm the fabrication start date in writing, so you always know where you stand.

Cancelling After Fabrication Begins

Once fabrication has started, materials have been cut and workshop time committed. We will deduct the documented cost of materials and labour incurred to date and refund the remainder of your deposit. If fabrication is complete, the deposit is non-refundable, though we will hold the membrane for up to six months should you wish to reschedule installation.

If Something Is Wrong on Installation Day

Inspect the ceiling with our crew before they leave. Wrinkles, weld marks, wrong finish or wrong dimensions noted at handover are corrected at our cost — usually on the spot, otherwise within ten working days. If we cannot rectify a defect that is our fault, you receive a full refund for the affected room.

Warranty Claims

For the ten-year membrane warranty and twelve-month workmanship warranty described in our Terms & Conditions, email [email protected] with your project reference and a photo of the issue. We acknowledge within two working days and inspect within ten. Valid claims are remedied by repair or re-tensioning first; if the membrane must be replaced, replacement is free including labour.

What Refunds Exclude

We cannot refund for damage caused by other trades after handover, alterations by third parties, misuse (for example, piercing the membrane), or aesthetic preferences changed after you approved samples and artwork proofs in writing.

How Refunds Are Paid

Approved refunds are paid by bank transfer to the account that made the original payment, within fourteen days of approval. We will send written confirmation when the transfer is made.

Talk to Us First

Most concerns are resolved with one phone call. Reach us at +60 3-2716 4482, Monday to Saturday, 9:00am to 6:00pm.