Refund policy

Returns/Warranty

Returns and exchanges.

Thank you for visiting our online store and choosing a product from our range. Every customer is very important to us and we make every effort to ensure that the shopping process is as smooth, convenient and enjoyable as possible. Our goal is not only to offer high-quality goods, but also to provide the highest level of service and a professional approach to the needs of each customer. We believe that the product you have chosen will meet your expectations, be durable and reliable, and provide you with only the best emotions and experiences.

However, we are fully aware that despite our best efforts to ensure excellent quality and service, there may be situations where the purchased product may not meet all individual needs or personal expectations. We understand that there are situations where size, functionality, colour, features, or even a change of mind may lead a user to return a product.

Therefore, in the spirit of fairness and to ensure that each of our customers feels confident, we offer you the option to return goods to us if necessary, if they have not met your expectations or have become unnecessary for other reasons. To make this process as transparent and smooth as possible, we have developed a detailed Return Policy that clearly sets out all the terms, conditions, requirements and other important information related to the return of goods.

We encourage you to carefully read the Return Policy below, which contains all the relevant information on how to make a correct and hassle-free return, in which cases it is possible, where to send the goods and what costs may be incurred. Transparency, clarity and respect for our customers are of utmost importance to us, and we believe that detailed information will help avoid misunderstandings or uncertainty in the future.

Thank you for your trust, choice and time spent in our online store. We hope that your shopping experience has been positive and that you will return to us again. If you have any questions or would like to discuss the return policy, you can always contact our customer service team - we are here to help and answer all your questions.

We wish you a pleasant stay and a successful day!

In accordance with the applicable rules of international trade, cross-border consumer protection and the applicable jurisdiction of the Hong Kong Special Administrative Region, we hereby inform you that that the Buyer has the right to unilaterally withdraw from the purchase-sale relationship within fourteen (14) calendar days from the date of actual delivery of the goods, informing the Seller of such decision exclusively by email, by means of a clearly expressed, legally justified and documented request that meets all the requirements regarding form and content specified in the applicable regulations.

If the Buyer wishes to exercise their right to withdraw from the contract, the Buyer must ensure that the returned product meets all the criteria of its original condition, integrity of assembly, intact factory packaging and non-use, and that all additional accessories, documents and other items provided by the manufacturer or seller are included. Any actual or potential signs of use, wear and tear, modification or other effects that alter the original condition will be considered grounds for rejecting the return of goods as not meeting quality, hygiene and legal requirements.

In order to ensure compliance with the highest standards of consumer health protection, hygiene and product quality, a mandatory provision has been introduced which limits the return procedure to goods that have not been unpacked, used or otherwise exploited and whose original packaging remains intact. Please note that the return of products that have been opened, used or otherwise lost their original commercial appearance is not possible under any circumstances, and such claims will be automatically rejected without further investigation.

All return procedures will be carried out at the sole expense and risk of the Buyer, ensuring direct delivery of the goods to the premises of our authorised logistics partner located in the territory of the People's Republic of China, in accordance with all international transport requirements.

The estimated financial cost of international transport of goods to the specified logistics location may range from 20 to 40 EUR, depending on the weight of the shipment, dimensions, and tariff rates of the selected transport service provider.

The return procedure will only be initiated after the returned goods have been actually received at our logistics centre, confirmation that their condition meets all return conditions, and the transfer of the initial settlement funds to the payment instrument used by the buyer within fourteen (14) calendar days.

The buyer must first contact the seller by email to obtain personalised instructions, formal acceptance and coordination of the operational process before taking any action related to the return of the goods.

Any disputes arising between the Buyer and the Seller, other than disputes arising from the mandatory provisions of the HKSAR, shall be settled exclusively in accordance with the requirements and procedures of the HKSAR jurisdiction, unless otherwise provided by mandatory statutory provisions. By accepting these Terms, you confirm that you understand and accept that any legal or pre-legal proceedings to resolve disputes may be conducted outside with foreign laws and procedural requirements.

Please also note that due to the natural characteristics of production, lighting and photography, goods may have visual differences, such as slight differences in colour, shape or overall appearance. Such differences shall not be considered manufacturing defects or goods not in accordance with the contract. Please note that in cases where the customer believes that they have received goods that are significantly damaged or clearly non-compliant, they must provide clear and reliable evidence, which may include an uncut video recording of the entire process of opening the shipment. Claims regarding such discrepancies that are not sufficiently justified or documented may be rejected.

We also draw your attention to the fact that by purchasing the goods, the buyer confirms that they are aware of the return conditions, their specific nature and the possible logistical and financial costs involved, so that subsequent claims regarding the complexity, costs or procedures of the return are not considered justified and are automatically rejected.

To return an item, please contact info@ceravil.com