Refund Policy

 

Our Satisfaction Promise

At Ceravetopsale, we are committed to providing high-quality skincare products developed with three essential ceramides to help restore your skin's protective barrier. We stand behind the quality of every cleanser, moisturizer, and product we sell. If you are not completely satisfied with your purchase, we're here to help.

1. Return Eligibility

You may request a return within 30 days of receiving your order if the product meets the following conditions:

  • The item is unused, unopened, and in its original, sealed packaging.
  • The item is in its original condition with all labels intact.
  • You have your original order confirmation or order number.

Non-Returnable Items:

  • Opened or used products (unless defective or damaged upon arrival)
  • Products without original packaging
  • Items purchased during final sale or clearance events (will be marked as such)

2. How to Initiate a Return

Step 1: Contact Our Support Team
Email us at [email protected] within 30 days of delivery with:

  • Your order number
  • The product(s) you wish to return
  • Reason for return
  • Whether you prefer an exchange or refund

Step 2: Receive Authorization & Instructions
Our customer service team will respond within 24 business hours with:

  • A Return Merchandise Authorization (RMA) number
  • Detailed return instructions
  • The return shipping address

Step 3: Ship Your Return

  • Package the item securely in its original packaging
  • Include the RMA number clearly visible on the outside of the package
  • Ship to the address provided in your instructions
  • We recommend using a trackable shipping service

3. Refund Process

Once we receive and inspect your return:

Timeline:

  • Refunds are processed within 5-10 business days after we receive the returned item.
  • The refund will be issued to your original payment method.
  • Depending on your bank or payment provider, it may take an additional 3-10 business days for the refund to appear in your account.

What's Refunded:

  • The full product price of eligible, unopened items
  • Applicable sales tax

What's Not Refunded:

  • Original shipping costs
  • Return shipping costs (unless the return is due to our error or a defective product)

4. Exceptions & Special Circumstances

Defective or Damaged Products:
If you receive a damaged, defective, or incorrect item, please contact us at [email protected] within 7 days of delivery. We will arrange for a replacement or refund at no additional cost to you, including prepaid return shipping if necessary.

Opened Products:
Due to hygiene and safety reasons, we generally cannot accept returns of opened skincare products. However, if you experience an adverse reaction or quality issue with an opened product, please contact us. We may offer a partial refund, store credit, or exchange at our discretion on a case-by-case basis.

5. Exchanges

We gladly offer exchanges for a different product of equal value. Please indicate your preferred exchange item when contacting our support team. If the exchange item costs more, you will be charged the difference. If it costs less, you will receive a refund for the difference.

6. Missing Refunds

If you haven't received your refund after 15 business days from when we approved your return:

  1. Check with your bank or credit card company (transactions may take time to post)
  2. Contact your payment provider
  3. If you still cannot locate the refund, email us at [email protected] with your order number and return details

7. Questions & Contact

For any questions about our Refund Policy or to initiate a return, please contact our dedicated support team:

Email: [email protected]
Hours: Monday-Friday, 9 AM-6 PM EST

We aim to respond to all inquiries within 24 business hours.