Refund Policy

 

At CeraveusStore, we stand behind the quality of our products and are committed to your satisfaction. Our Refund Policy is designed to be transparent and fair, ensuring a straightforward process should you need to return an item.

1. Eligibility for Refunds & Returns

To be eligible for a return and refund, your item must meet the following criteria:

  • The item must be in its original, unused, and unopened condition, with all seals and packaging intact.

  • The return must be initiated within 30 days of the date you received the item.

  • A valid proof of purchase (order number) is required.

2. Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns or offer refunds for:

  • Any product that has been opened, used, or tested.

  • Products that have been damaged due to customer misuse or improper storage.

  • Final sale items (if any), which will be clearly marked at the time of purchase.

3. How to Initiate a Return

Please follow these steps to request a return:

  1. Contact our Customer Service team within 30 days of delivery at [email protected]. Include your order number and the reason for the return in your message.

  2. Our team will review your request and, if eligible, provide you with a Return Authorization (RA) number and detailed instructions for shipping the item back to us.

  3. Do not ship the item back without an RA number, as we may not be able to process your refund.

4. Return Shipping & Costs

  • The customer is responsible for the cost of return shipping, unless the return is due to our error (e.g., incorrect or defective item shipped).

  • We recommend using a trackable and insured shipping service, as CeraveusStore is not responsible for items lost or damaged in transit back to us.

  • The original shipping fees are non-refundable.

5. Inspection & Processing

Once we receive your returned item:

  • Our team will inspect the product to ensure it meets the eligibility criteria outlined above.

  • This process typically takes 3-5 business days after the parcel arrives at our facility.

  • Upon approval, we will notify you via email and initiate your refund.

6. Refund Method & Timing

  • Method: Refunds will be issued to the original payment method used for the purchase.

  • Timing: Please allow 5-10 business days for the refund to be processed and reflected in your account after approval. The exact timing may depend on your bank or payment provider.

7. Damaged, Defective, or Incorrect Items

Your satisfaction is our priority. If you receive:

  • A damaged, defective, or incorrect item, please contact us at [email protected] within 7 days of delivery.

  • We may request photos or a brief description of the issue to assist in resolving it promptly.

  • We will gladly arrange a free replacement (subject to availability) or a full refund, including any return shipping costs.

8. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process to receive a refund, and then place a new order for the desired product on our website.

9. Questions & Support

If you have any questions about our Refund Policy or need assistance with a return, please don’t hesitate to contact us. Our customer service team is here to help.

CeraveusStore
Email: [email protected]
Response Time: We aim to respond within 24-48 hours on business days.