Thank you for choosing Cerrave Shop! We are committed to providing you with the best shopping experience. If you are not completely satisfied with your purchase, our return policy will help you resolve the issue. Please read the return policy below carefully before purchasing.
- Return Eligibility
If you find that the product does not meet your expectations after receiving it, you can apply for a return. The return requirements are as follows:
The product must be returned within 30 days of receipt.
The product must be unused, undamaged, and in its original packaging.
Some products (such as personalized customized products, opened hygiene products, etc.) may not be returned. Please refer to the return instructions on the product page for details.
- Return Process
If you decide to return the product, please follow the steps below:
Contact Customer Service: Please contact us through our customer service email [fill in the email address] or phone [fill in the contact number] with your order number, reason for return, and photos of the product (if any). We will provide you with a return authorization and a return address.
Prepare the return package: Please send the product back together with all original packaging, accessories, instructions, etc. Make sure the item is in unused, undamaged condition.
Shipping: Return the item using a tracked postal service, making sure to get a return tracking number. Return costs are borne by the customer, unless the item is defective.
Return confirmation: Once we receive the returned item and confirm that it is eligible for return, we will complete the refund or exchange within 7-10 business days.
- Refund
Once the returned item is eligible for return and confirmed by us, we will process a refund to the original payment method. The refund amount will be the product price minus any paid shipping costs (unless the product is defective or the delivery problem is caused by our mistake).
If your order was purchased using a coupon or discount code, the refund amount will be calculated based on the actual amount paid for the product.
Refund processing time may vary depending on the payment method. Generally, the refund will be reflected in your account within 7-10 business days.
- Exchange
If the item you received is defective or otherwise defective, you can request an exchange. The exchange process is similar to the return process, please contact the customer service team first and provide the relevant information. Exchanged goods will be sent according to stock availability. - Items not eligible for return
Items in the following situations are not eligible for return:
Items are used or damaged.
Items are missing or some accessories are missing.
Personalized customized products, opened personal care products, food, etc.
Return request exceeds the prescribed 30-day period.
If the product does not meet the return conditions, you will not be able to get a refund or exchange.
- Return address
All returned goods should be sent to the following address:
Return address: 1701 Atlantic Street, Union City, California, 94587
Please contact us to confirm the return address before returning.
- Return costs
Unless there is a quality problem with the product or the delivery problem is caused by our error, the return cost is borne by the customer. We recommend that you choose a trackable shipping method to confirm the return status. For returns due to quality problems or wrong product shipments, we will bear the return shipping costs. - Other matters
The returned product must meet the above return conditions. We will process your return request as soon as possible, but please note that it may take some time to process the return due to return inspection, shipping, etc.
If you have any questions about returns or need further assistance, please feel free to contact our customer service team. - Customer Support
If you have any questions, or need support for returns or exchanges, please contact us at the following methods:
Email: support@cerrave.com
Phone: +14654735318
Thank you for choosing Cerrave Shop! We will do our best to ensure that you have a satisfactory shopping experience. If you have any questions, please feel free to contact us.