Refund policy

Return & Refund Policy — CERALIA CELL 

1. Policy Summary

• Claim deadline: 30 days from the date your order is received.
• Product returns: Ceralia Cell does not accept physical product returns. A refund between 30% and 100% of the order value will be offered based on the reason provided, in order to prevent abuse.
• Restocking fees: None.

2. General Refund Terms

2.1 Claim Deadline You have 30 days from the date your order is received to submit a refund request.

2.2 Refund Criteria Refunds are evaluated based on the reason provided:

• If the product is defective or non-conforming, a refund of up to 100% of the order value will be granted.
• If the product has been used or damaged by the customer, the refund may be limited to a lower percentage (30%–70%).

2.3 Items Not Eligible for Full Refund The following items are not eligible for a full refund unless a defect is proven:

• Hygiene or beauty products that have already been used.
• Personalized or custom-made items.

3. How to Request a Refund

3.1 Submitting a Request To initiate a refund request:

• Visit the Contact tab at https://ceraliacell.com/ or email us at support@ceraliacell.com
• Provide the reason for your request along with supporting evidence (photos, descriptions).
• Our team will review your request and get back to you with a decision.

4. Refunds

4.1 Processing Time Refunds are processed within a maximum of 21 days after the request is approved.

4.2 Refund Method

• Refunds are issued to the same payment method used for the original purchase.
• Original shipping costs are non-refundable, unless the order was canceled due to a defect or delivery error.

4.3 Special Cases

• Defective or damaged product: full refund (100%).
• Incorrect delivery: full refund (100%).

5. Right of Withdrawal In accordance with applicable consumer protection law, you have a 14-day right of withdrawal. For your convenience, Ceralia extends this period to 30 days.

6. Disputes In the event of a dispute regarding a refund, we invite you to contact our customer service team to reach an amicable resolution. If no agreement is reached, you may refer the matter to a consumer mediator in accordance with applicable consumer protection regulations.

7. Contact For any questions regarding our return and refund policy, reach us at:

• Email: support@ceraliacell.com
• Online form: "Contact" tab on our website