Refund Policy

At Ceraveusshop, your complete satisfaction is our ultimate goal. We stand behind the quality and authenticity of every CeraVe product we sell. This Refund Policy outlines the terms under which refunds are issued, designed to be fair, transparent, and in line with our commitment to exceptional service.

1. Eligibility for Refunds & Returns

We accept returns and issue refunds for items under the following conditions:

  • The item is unused, unopened, and in its original, sealed packaging.

  • The item is damaged, defective, or incorrect upon arrival.

  • The return request is initiated within 30 days of the order delivery date.

  • You have contacted us first at [email protected] and received a Return Authorization (RA) number.

Important Hygiene Note: Due to health and safety regulations, we cannot accept returns or issue refunds for any skincare, haircare, or cosmetic product that has been opened, used, or removed from its original sealed packaging, unless the product is verified to be defective. Your safety and the integrity of our products are our top priorities.

2. The Return & Refund Process

To ensure a smooth process, please follow these steps:

Step 1: Contact Us
Email our customer service team at [email protected] within 30 days of delivery. Please include:

  • Your order number

  • The product name and reason for return

  • Photos of the item (especially if damaged or defective)

Step 2: Receive Instructions
If your request is approved, we will email you a Return Authorization (RA) number and detailed instructions on where and how to ship the item back. Please do not ship returns without an RA number, as we may not be able to process them.

Step 3: Ship the Item
Ship the eligible item(s) back to the address we provide, using a trackable shipping service. The customer is responsible for the cost of return shipping, unless the return is due to our error (e.g., wrong or defective item shipped).

Step 4: Inspection & Refund
Once we receive and inspect your return, we will notify you via email.

  • If approved, your refund will be processed automatically to your original payment method.

  • Please allow 5-10 business days for the refund to appear in your account after processing.

3. Refund Details

  • Refund Amount: You will be refunded the full purchase price of the eligible item(s).

  • Shipping Costs: The original global free shipping cost is non-refundable. For returns due to our error, we will also refund any return shipping costs you incurred (with receipt).

  • Sale/Discounted Items: Items purchased during a promotional sale are eligible for a refund equal to the discounted price paid.

4. Non-Returnable Items

For the safety of all our customers, the following cannot be returned or refunded:

  • Products that have been opened, used, or are not in their original condition.

  • Products damaged due to customer misuse or after delivery.

  • Gift cards (if applicable).

5. Defective or Incorrect Items

If you receive a product that is defective or not what you ordered, please contact us immediately at [email protected]. We will gladly cover all shipping costs associated with the return and replacement, and we will expedite a correct or new item to you at no extra charge.

6. Contact Us

For any questions regarding your return or this policy, our dedicated team is here to help.

  • Email: [email protected]

  • Response Time: We strive to respond to all inquiries within 24 hours on business days (Mon-Fri, 9 AM-5 PM EST).

Our Promise: This policy is part of our commitment to making your experience with Ceraveusshop trustworthy and hassle-free. We thank you for your understanding and for choosing us for your authentic CeraVe needs.