Product Usage & Care
What should I do if my CelluVIV device is not working properly?
CelluVIV wellness technology devices come with a 2-year warranty.
If your CelluVIV device is not functioning as expected, please stop using the device and contact us as soon as possible: contact@celluviv.com.
If your device is eligible for warranty service, the CelluVIV team may ask you to:
- Provide proof of purchase
- Answer a few questions to help diagnose the issue
- Follow the required steps to initiate warranty service
In some cases, you may be asked to repackage your device and return it for inspection. If a return is required, we will provide instructions and a prepaid return label.
Once the original device is received and inspected, a replacement, refund, or store credit may be issued, depending on your eligibility under the warranty terms.
We are committed to your satisfaction and will always do our best to ensure you enjoy your CelluVIV wellness experience.
How can I repair my CelluVIV device?
Do not attempt to repair your CelluVIV device, controller, or any component of the product. Attempting to repair the device yourself may be dangerous, can cause further damage, and will void your warranty.
All servicing and repairs must be performed exclusively by CelluVIV.
If you believe your device is not functioning properly, please contact us: contact@celluviv.com.
Before any warranty service is initiated, the CelluVIV team may ask you to:
- Provide proof of purchase
- Answer a few diagnostic questions
- Follow the required steps for warranty evaluation and service
Our team will guide you through the appropriate next steps to ensure your device is handled safely and correctly.
What should I do if I’m not totally happy with my purchase?
We are confident you’ll love your CelluVIV Professional LED Face Mask, but we understand that sometimes a product may not be the right fit.
If you have any concerns regarding a damaged, defective, or unsatisfactory product, we encourage you to contact us right away at contact@celluviv.com so we can review your case and make things right.
Returns & eligibility
- We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If the device is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
- Returned items must be in like-new condition, including all original components and packaging.
- Products showing signs of misuse, damage, or missing parts may not be eligible for a refund or exchange.
Return process
To initiate a return or exchange:
- Contact CelluVIV Customer Care with your order number and a brief explanation.
- Please do not send any items back without first receiving return instructions.
- If approved, you will receive guidance on next steps. In eligible cases, a prepaid return label will be provided.
Refunds, replacements, or store credit will be issued based on eligibility under our policy and the condition of the returned item.
What warranty applies to my CelluVIV device in the European Union?
If you purchased your CelluVIV device in the European Union, you are protected by a mandatory 2-year legal guarantee under EU consumer law.
This legal guarantee applies automatically and covers any lack of conformity that exists at the time of delivery, including manufacturing defects or products that do not function as described.
During the applicable period, you are entitled to a repair, replacement, refund, or price reduction, in accordance with EU law.
If you believe your CelluVIV device is defective or not working properly, please contact contact@celluviv.com
How do I use the LED Face Mask?
Using the CelluVIV Professional LED Face Mask is simple and intuitive:
1. Prepare your skin Remove makeup and cleanse your face before use.
2. Your ritual Turn on the device, choose your preferred mode, and relax. The device turns off automatically after each 10-minute session.
3. After your ritual Apply your favorite serum or moisturizer.
Recommended use: 3–5 times per week
How should I clean the LED Face Mask?
Always make sure your device is turned off and disconnected from power before cleaning.
To clean the mask:
- Gently wipe the surface with a soft, dry or slightly damp cloth
- If needed, use a mild, non-abrasive cleanser on the cloth
- Allow the mask to air-dry completely before storing or using again
Important care instructions
- Do not immerse the mask in water or any liquid
- Do not use alcohol, solvents, abrasive cleaners, or harsh chemicals
- Do not place the mask in a dishwasher or washing machine
Regular gentle cleaning after use helps maintain hygiene and prolongs the life of your device.
How long until I see results with the LED Face Mask?
Results vary depending on individual skin type, concerns, and consistency of use.
Many users experience:
- Immediate effects such as relaxation or a gentle warming sensation during or after sessions
- Visible skin improvements after 3–6 weeks of consistent use
- Ongoing, cumulative benefits with continued use over time
For best results, use the mask as recommended (3–5 times per week) and allow time for your skin to respond. Results are not guaranteed and may vary from person to person.
If you have questions about expected results or how to optimize your routine, please contact contact@celluviv.com.
Shipping & Returns
Where do you ship?
CelluVIV ships to Europe mainly but also to multiple destinations internationally. Available shipping destinations, delivery times, and costs are displayed at checkout.
If you are unsure whether we ship to your location, please contact contact@celluviv.com before placing your order.
Do you ship internationally?
vailable shipping countries, delivery options, and shipping costs are displayed at checkout. Delivery times may vary depending on your location and local carriers.
Please note that for orders shipped outside the European Union, customs duties, taxes, or import fees may apply and are the responsibility of the recipient.
If you have questions about international shipping or need assistance before placing an order, please contact contact@celluviv.com.
How long does shipping take?
Shipping times vary depending on your location and the shipping method selected at checkout.
Please note these times start from when your order is packed and ready for shipping. Orders placed by 15:00 CET leave the warehouse the same day.
Spain Peninsula 1-2 business days
Spain Other 3-5 business days
Europe 3-5 business days
UK 5-7 business days
International 10-14 business days
Once your order has shipped, you will receive a confirmation email with tracking details. Please note that delivery times are estimates and may be affected by customs processing or local carriers.
I never received my order. What should I do?
If you have not received your order, please follow these steps:
- Check your shipping confirmation email Review the tracking link provided to see the most recent delivery status.
- Check with neighbors or your local carrier Sometimes packages are marked as delivered before they arrive or are left with a nearby recipient.
- Allow additional time Delivery delays can occasionally occur due to customs processing, local carrier issues, or peak shipping periods.
If you are still unable to locate your order, please contact contact@celluviv.com with:
- Your order number
- The shipping address
- Any relevant tracking information
Our team will investigate the issue and guide you through the next steps in accordance with our shipping and refund policies.
Will I have to pay customs duties or taxes?
For customers outside the European Union, customs duties, taxes, or import fees may apply and are the responsibility of the recipient. These charges are determined by local authorities and are not controlled by us.
Can I change or cancel my order after placing it?
We begin processing orders quickly. If you need to change or cancel your order, please contact contact@celluviv.com as soon as possible.
Once an order has been shipped, changes or cancellations may no longer be possible.
What is your return policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@celluviv.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
How do I initiate a return or refund?
To request a return or refund, you must first contact contact@celluviv.com with:
- Your order number
- The reason for your request
- Photos or a short video, if applicable
Please do not send any items back without prior authorization. Returns sent without approval may not be processed.
If your return is approved, you will receive detailed instructions. Where applicable, a prepaid return label may be provided.
When will I receive my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@celluviv.com.
Can I return a gift card?
Unfortunately not. CelluVIV gift cards are non-refundable and cannot be returned or exchanged. However, gift cards may be transferred to another person if you wish.
If you have questions about using or transferring a gift card, please contact contact@celluviv.com.
LED Technology
What is LED light therapy?
LED (Light Emitting Diode) light therapy is a non-invasive technology that uses specific wavelengths of light to support the skin’s natural renewal process.
CelluVIV devices use carefully selected light wavelengths designed for at-home use, without UV radiation.
How do I know the CelluVIV Professional LED Face Mask is top quality?
The quality of an LED device is defined not only by its appearance, but by how accurately and consistently light is delivered to the skin.
Key elements that indicate the quality of the CelluVIV Professional LED Face Mask include:
- Controlled wavelengths: The mask uses specific LED wavelengths commonly applied in cosmetic and wellness technologies.
- Controlled irradiance: Irradiance refers to the amount of light energy delivered to the skin per unit area. CelluVIV devices are engineered to deliver light at controlled, appropriate irradiance levels, designed for comfortable and consistent at-home use rather than excessive output.
- Even light distribution: LEDs are positioned to provide uniform coverage across the face, helping ensure consistent exposure.
- Stable performance: The device is designed to maintain consistent output throughout each session.
- Built-in session control: Preset 10-minute sessions support repeatable, easy-to-follow use.
- Skin-safe materials and construction: Materials are selected for comfort, durability, and regular contact with the skin.
Together, these factors reflect a device designed with engineering precision, safety, and user experience in mind.
What is irradiance, and why does it matter in a LED Face Mask?
Irradiance refers to the amount of light energy delivered to the skin per unit area, typically measured in mW/cm². It is a key parameter in LED technology, alongside wavelength and exposure time.
In an LED face mask, irradiance matters because it influences how much light the skin is exposed to during each session. Balance is important: higher irradiance is not automatically better, especially for regular at-home use.
The CelluVIV Professional LED Face Mask is designed to operate at an irradiance of around 30 mW/cm², a level commonly used in cosmetic and wellness LED applications for consistent, comfortable sessions.
This irradiance is paired with:
- Controlled wavelengths
- Even light distribution
- Preset 10-minute sessions
Together, these elements support repeatable use and a well-balanced exposure profile suited for regular home routines.
Is LED light therapy safe for home use?
When used as directed, LED light therapy is widely used in at-home cosmetic and wellness devices.
Always follow the usage and care instructions provided with your CelluVIV device. Results and experiences may vary between individuals.
Are results guaranteed?
Results vary from person to person and depend on factors such as skin type, lifestyle, and consistency of use.
CelluVIV devices are designed to complement your skincare and wellness routine and support visible improvements over time when used as directed.
Can LED light therapy be combined with other skincare or wellness practices?
Yes. Many users integrate LED light therapy into existing skincare or self-care routines.
For best practices, use the device on clean skin and apply skincare products after your session, unless otherwise advised.
Who should not use the LED Face Mask?
The CelluVIV Professional LED Face Mask should not be used by individuals for whom LED light therapy is contraindicated, as outlined on celluviv.com.
In particular, do not use the device if you:
- Have open wounds, active skin infections, or severely irritated skin in the treatment area
- Have a known sensitivity to light or conditions that may be aggravated by light exposure
- Are using photosensitizing medications or treatments, unless advised otherwise by a qualified professional
If you experience discomfort, irritation, or any unexpected reaction during use, discontinue use immediately.
What is the LED Face Mask made of?
The CelluVIV Professional LED Face Mask is made from high-quality, skin-safe materials designed for comfort, durability, and regular at-home use.
The mask features:
- A lightweight, flexible structure that contours comfortably to the face
- Integrated LED components housed securely within the mask
- A smooth surface designed for easy cleaning and hygienic use
All materials are selected to support safe cosmetic and wellness use when the device is used as directed.
