Return & Refund Policy
We want you to feel confident and satisfied with your purchase. This Returns, Refunds & Exchanges Policy applies to purchases made directly through www.ceralixa.com.
Eligible items may be returned within 30 days of delivery. Approved returns will be refunded to the original payment method after the returned item has been received and inspected.
Original shipping charges are generally non-refundable unless the product is damaged, defective, incorrect, or a refund of those charges is otherwise required by applicable law.
Return Eligibility
To be eligible for a return, an item must generally be:
- Unused, unopened, and in its original condition;
- Returned with its original packaging, labels, accessories, instructions, and promotional items, where applicable;
- Sealed, where the product was originally supplied with a protective or hygiene seal;
- Accompanied by valid proof of purchase; and
- Returned within 30 days of delivery.
For health, hygiene, and safety reasons, skincare, cosmetic, personal-care, and other hygiene-sensitive products that have been opened, used, tested, or had their protective or hygiene seal removed are generally not eligible for return.
This restriction does not apply where an item is damaged, defective, incorrect, or where a return is otherwise required by applicable law.
Return conditions may vary during promotional campaigns, clearance events, seasonal sales, or other special offers. Where special promotional terms apply, those terms will be made available in connection with the relevant offer.
Products purchased from another retailer, marketplace, reseller, or third-party seller must be returned directly to that seller in accordance with that seller’s applicable return policy.
Return Process
Before returning an item, please contact Ceralixa Customer Support at:
Email: support@ceralixa.com
Please include:
- Your full name;
- Your order number;
- The product you wish to return;
- The reason for the return;
- Clear photographs or videos, where relevant; and
- Photographs of the package and shipping label if the item arrived damaged or incorrect.
Our customer-support team will review your request and provide return instructions, including the appropriate return address where a physical return is required.
Please do not send a return without prior authorization.
Our registered business address is provided for business identification purposes and is not necessarily a return address.
Do not send products to our registered business address unless our customer-support team specifically instructs you to do so.
Unauthorized returns, returns sent to an incorrect address, or packages sent without the required return information may not be accepted or refunded.
Unless the item is damaged, defective, incorrect, or otherwise covered by applicable law, the customer may be responsible for return shipping costs.
We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking information until the return has been completed.
Ceralixa is not responsible for unauthorized returns or return packages lost during transit, except where responsibility cannot lawfully be excluded.
Refunds
After we receive and inspect your returned item, we will notify you whether your refund has been approved or declined.
Approved refunds will be issued to the original payment method used for the purchase.
Please allow time for your bank, card issuer, or payment provider to process and display the refund. Processing times may vary depending on the provider.
Original shipping fees, expedited shipping charges, return shipping costs, customs duties, import taxes, and other related charges are generally non-refundable unless:
- The return resulted from an error by Ceralixa;
- The item was damaged, defective, or incorrect; or
- A refund of those costs is required by applicable law.
If a returned item does not meet the eligibility requirements, we may reject the refund or, where permitted by applicable law, deduct an amount reflecting any loss in value.
Exchanges
To request an exchange, please contact:
Email: support@ceralixa.com
You must contact us before returning the item.
Exchanges are subject to product availability. We cannot guarantee that a requested replacement product, variation, or quantity will be available.
If the requested replacement is unavailable, we may offer an appropriate alternative, including:
- A refund to the original payment method;
- Store credit, where agreed;
- A suitable alternative product; or
- Another appropriate resolution.
For faster service, we may recommend returning an eligible item for a refund and placing a new order separately.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as possible after delivery.
If an item arrives damaged, defective, leaking, contaminated, incomplete, expired, incorrectly labeled, or different from what you ordered, please contact us within 14 days of delivery.
Email: support@ceralixa.com
Please use one of the following subject lines where appropriate:
- DAMAGED ITEM
- DEFECTIVE ITEM
- INCORRECT ITEM
Please include:
- Your full name;
- Your order number;
- A description of the issue;
- Clear photographs or videos of the product;
- Photographs of the outer shipping package;
- Photographs of the shipping label; and
- Photographs of the product label, batch number, or expiration date, where relevant.
Please keep the item and all original packaging until your claim has been reviewed.
Do not use or dispose of a product that appears damaged, contaminated, incorrectly labeled, expired, or otherwise unsafe.
After reviewing and verifying the claim, we may offer:
- A replacement;
- A full or partial refund;
- Store credit, where agreed; or
- Another appropriate resolution.
In some cases, we may not require the item to be returned.
Please wait for instructions from our customer-support team before sending or disposing of the product.
Missing Items
In some cases, items within the same order may be shipped separately depending on fulfillment arrangements.
Before contacting us, please review:
- Your order confirmation;
- Your shipping confirmation;
- All tracking numbers associated with your order; and
- The contents of each package received.
If an item is still missing, please contact:
Email: support@ceralixa.com
Please use the subject line:
MISSING ITEM
Please include:
- Your full name;
- Your order number;
- The name of the missing product;
- A list of the items received;
- Photographs of the shipping package;
- Photographs of the shipping label; and
- Photographs of all items received.
We will review the shipment information and work with our fulfillment and delivery partners, where applicable, to investigate the issue.
Non-Returnable Items
Unless damaged, defective, incorrect, or otherwise required by applicable law, the following items are generally not eligible for return:
- Opened or used skincare, cosmetic, or personal-care products;
- Products with broken or removed protective or hygiene seals;
- Products returned without their original packaging;
- Products with damaged, altered, or missing labels;
- Products that have been used or tested after delivery;
- Personalized or customized products, where applicable;
- Clearance or final-sale products, where permitted by applicable law;
- Promotional gifts or complimentary items, except where required as part of an eligible promotional return;
- Items returned after the applicable return period;
- Items damaged through misuse, improper storage, negligence, or failure to follow product instructions; and
- Items not purchased directly from Ceralixa through www.ceralixa.com.
If you are unsure whether a product is eligible for return, please contact us before returning it.
Order Cancellations
To request an order cancellation, please contact us as soon as possible at:
Email: support@ceralixa.com
Please include your order number and use the subject line:
ORDER CANCELLATION
We will try to cancel the order before processing or fulfillment begins, but cancellation is not guaranteed.
Orders that have already been processed, packed, transferred for fulfillment, or shipped cannot normally be cancelled.
Once an order has shipped, an eligible item must follow the standard return process after delivery.
Refusing delivery does not automatically qualify an order for a full refund.
Shipping, return shipping, customs, handling, or other costs resulting from a refused delivery may be deducted from the refund where permitted by applicable law.
Unclaimed and Undeliverable Packages
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If a package is returned to us or our fulfillment partner because of:
- An incorrect or incomplete address;
- An unsuccessful delivery attempt;
- Failure to collect the package;
- Refusal of delivery; or
- Unpaid customs duties or import charges;
we may deduct the original shipping fees, return shipping costs, customs charges, handling fees, or other costs actually incurred from any refund, where permitted by applicable law.
If a replacement shipment is requested, additional shipping charges may apply.
Allergies, Sensitivities, and Product Suitability
Customers are responsible for reviewing the product description, ingredients, warnings, instructions, and suitability information before purchasing or using a product.
Individual responses to skincare products, cosmetic ingredients, and personal-care products may vary.
Unless a product is defective, incorrectly labeled, contaminated, or otherwise covered by applicable law, dissatisfaction caused solely by personal preference, sensitivity, allergy, texture, scent, or individual results may not qualify for a return once the product has been opened or used.
If you experience an unexpected or adverse reaction, stop using the product and seek appropriate professional advice where necessary.
Nothing in this section limits any rights available to you under applicable consumer-protection law.
Promotional and Bundled Products
Products purchased as part of a bundle, multi-buy offer, gift-with-purchase promotion, or other promotional arrangement may need to be returned together in order to qualify for a full refund.
If part of a promotional bundle is kept, the refund may be adjusted to reflect the regular or promotional value of the retained products, where permitted by applicable law.
Free gifts and promotional items may also need to be returned in their original condition.
If a promotional item that was required to be returned is not returned, its stated or reasonable value may be deducted from the refund where permitted by applicable law.
Customs Duties and Import Charges
International orders may be subject to customs duties, taxes, import charges, brokerage fees, or other charges imposed by the destination country or local authorities.
Unless otherwise stated at checkout or required by applicable law, customers are responsible for any applicable customs duties, import taxes, or similar charges associated with their order.
If a shipment is refused, abandoned, or returned because applicable customs duties or import charges were not paid, any costs incurred as a result may be deducted from the refund where permitted by applicable law.
Your Legal Rights
This policy does not limit or exclude any rights that you may have under applicable consumer-protection laws.
Where local law provides a mandatory cancellation period, right of withdrawal, statutory warranty, refund right, or other consumer protection, those mandatory legal rights will apply.
Certain sealed health, hygiene, cosmetic, personal-care, personalized, or similar products may be exempt from statutory cancellation or withdrawal rights once opened or unsealed, depending on the applicable laws in your location.
If any provision of this policy conflicts with a mandatory consumer right under applicable law, the applicable mandatory legal requirement will take precedence.
Contact Information
For return, refund, exchange, damaged-item, defective-item, missing-item, or cancellation inquiries, please contact:
Ceralixa Customer Support
Email:
support@ceralixa.com
Phone:
+86 13984881280
Website:
www.ceralixa.com
The registered business address above is provided for business identification and legal contact purposes and is not necessarily a return address.
Do not send products to the registered business address without prior authorization. Please contact support@ceralixa.com first to obtain the correct return instructions and, where applicable, the appropriate return address.
Subscription Terms & Auto-Renewal
By choosing "Subscribe & Save," you agree to receive a 20% discount on the regular product price for your initial purchase and each recurring subscription order. The actual amount charged depends on the products and quantities selected, with the applicable subscription price displayed during purchase. Your subscription automatically renews every 30 days, and your payment method will be charged the applicable subscription price for the products and quantities in your subscription, plus any applicable shipping fees and taxes. To avoid the next renewal charge, you must cancel at least 2 hours before your scheduled renewal time. You may cancel your subscription through your subscription management page or by contacting our customer support team. Once canceled, no further recurring charges will be made. Cancellation does not automatically refund orders that have already been processed.