Politique de remboursement

CANCELLATIONS, RETURNS & DAMAGES

Our goal is to make sure you are completely satisfied with your bracelet.
For all the Cerapoet bracelets we offer a ‘15-Day Satisfaction Guarantee’ on all the bracelets purchased at www.cerapoet.com. You have 15 calendar days (starting from the day you receive the item) to return the bracelet(s). For a refund, we accept Cerapoet bracelets with the original tags attached in the box and the bracelet(s) must not show any signs of usage. As soon as the package arrives here, we will issue a full refund (minus $15 restocking fee per bracelet). Your refund will be credited to the same payment method you used to make the purchase.

Returns
We recommend contact us before returning the products to confirm the information. Please ship your return bracelet via an insured ‘signature required’ delivery method. Please send an email to support@cerapoet.com regarding your refund, stating your order number.

Unfortunately, we are unable to refund your original shipping charges/processing fees. You will be responsible for all returning shipping fee and we reserve the right to charge a restocking fee on all returned order. 

If your order is returned to us due to incorrect shipping address, failure to claim the order, or any other mistake on your part, we will charge you a shipping fee before resending or refunding the order.

Q - Can I make changes to or cancel my order?

We at Cerapoet work hard to help you get your orders as fast as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is physically picked, packed, and set aside for shipping.

Please email us at support@cerapoet.com as soon as possible with the subject line "Cancellation" and your full name and order number. We’ll let you know what we can do!  

Q - Can I exchange a product?

Within 15 days of the purchase, please send us an email at support@cerapoet.com with your order number, full name and we’ll be happy to help you!

Q - An item in my order was damaged in transit! What do I do?

Oh no, we’re so sorry to hear this! Please send us an email at support@cerapoet.com with your order number, full name and an image of the damaged item and we’ll be happy to help you!

Q - How long does it take to receive the refund?

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Q - What happens if my package is lost?

In the very rare scenario that a package is deemed lost, then the buyer will always be issued a full refund provided that shipping insurance was purchased at checkout. A package is deemed lost if it is not delivered within 60 days. In such case, you must contact us within 30 days so we can reship or refund your order.

CUSTOMS DUTIES

In some cases, there will be VAT (Value Added Tax), other taxes, customs and/or duty fees levied by your destination country. These additional charges are not included and are the responsibility of the recipient. We cannot determine the charges since customs and taxation policies vary widely from country to country. Please contact your local customs office if you have any questions. We do not refund shipping costs for customers that reject their packages upon arrival for failure to pay duty fees.

Customs clearance procedures may be required; under these circumstances, delays may occur, which will affect our original delivery time. Delivery time of orders can be extended by delivery service for indefinite period for reasons beyond our control.