Refund & Return Policy

Last Updated: July 21, 2026

Refund & Return Policy

At Cerivao, customer satisfaction is important to us. We want our customers to have a clear and convenient shopping experience. If you are not completely satisfied with your purchase, you may request a return or exchange according to the conditions outlined in this policy.

Please contact our customer support team before returning any items. Returns sent without prior approval may not be accepted.

Return Period

Customers may request a return within 30 days after receiving their order.

To be eligible for a return, items must meet the return conditions described below.

Return Due to Customer Reasons

Customers may request a return for reasons including, but not limited to:

The product does not meet personal expectations
The wrong item was purchased
The customer changed their mind
The product is no longer needed

For returns caused by customer reasons, the item must be unused, unwashed, and in its original condition with all original packaging and accessories included.

Customers are responsible for the return shipping costs for returns caused by personal reasons.

Once the returned item is received and inspected, the refund will be processed to the original payment method. Original shipping fees, if any, are non-refundable.

Return Due to Product Issues

If you receive an item that is damaged, defective, incorrect, or different from the product description, please contact us within 7 days after delivery.

Please provide your order number and clear photos or videos showing the issue. Our customer support team will review the information and provide an appropriate solution.

For approved returns caused by product issues, Cerivao will provide assistance with the return process and cover the necessary return shipping costs.

Return Process

To request a return, please follow these steps:

Step 1: Contact our customer support team at service@cerivao.com with your order number and return request details.
Step 2: Our team will review your request and provide return instructions if the request is approved.
Step 3: The return address will be provided by our customer support team after approval. Please do not send returns to the address on your package or any other address without confirmation.
Step 4: Once the returned item is received and inspected, we will process your refund or exchange according to the approved request.

Return Address

For security and processing purposes, the return address is provided only after your return request has been approved.

Please contact our customer support team to receive the correct return instructions.

Eligible Items for Return

Items may be returned if they meet the following conditions:

The return request is submitted within 30 days of delivery
The item is unused and in original condition
The item is returned with original packaging
The product has not been damaged due to improper use
The item passes inspection after return

Items Not Eligible for Return

The following items cannot be returned:

Items returned after the 30-day return period
Items that have been used, washed, or altered
Items damaged due to improper handling or personal use
Items without original packaging or missing parts
Gift cards or non-physical products, if applicable
Items returned without prior approval from customer support

Exchanges

We offer exchanges for eligible items under the same return conditions.

If you would like to exchange an item, please contact our customer support team with your order number and the reason for the exchange.

After your exchange request is approved, we will provide instructions for returning the original item and arrange the replacement item after the returned product is received and inspected.

Exchange requests are not subject to any restocking fees.