Return & Refunds
Last Updated: July 2026
At Cerelle, we take great care in packaging every order to ensure it reaches you in perfect condition. If, however, you receive a damaged, defective, or incorrect item, we're here to help.
Return Eligibility
Returns are accepted only under the following circumstances:
You received a damaged product.
You received a defective product.
You received an incorrect item.
To be eligible for a return, you must contact us within 48 hours of delivery with clear photographs of the product, its original packaging, and the shipping label.
Products must be unused, unwashed, and returned in their original condition with all original packaging and accessories.
Items That Cannot Be Returned
Returns will not be accepted for:
Products damaged after delivery due to misuse or improper handling.
Normal variations in colour or finish due to lighting or screen settings.
Minor variations that occur as part of handcrafted ceramic products.
Products returned without their original packaging.
Requests made after 48 hours of delivery.
Return Process
To request a return, please email our customer support team with your order number, a description of the issue, and clear photographs of the product.
Once your request is reviewed and approved, we'll provide further instructions regarding the return or replacement process.
Please do not return any product without receiving confirmation from our support team.
Refunds
Once the returned product has been received and inspected, we will notify you regarding the status of your refund.
If approved, your refund will be processed to the original payment method within 5–7 business days. Depending on your bank or payment provider, it may take additional time for the amount to reflect in your account.
Replacements
If the product received is damaged, defective, or incorrect, Cerelle will arrange a replacement at no additional cost, subject to product availability.
If the same product is unavailable, you may choose either a refund or an alternative product of equal value.
Order Cancellation
Orders may be cancelled only before they have been shipped.
Once an order has been dispatched, it cannot be cancelled.
Non-Delivery
If your order is lost during transit or cannot be delivered due to courier-related issues (excluding incorrect address details provided by the customer), we will arrange a replacement or issue a full refund after confirmation from our courier partner.
Contact Us
For any questions regarding returns or refunds, please contact us at:
Email: support@cerelle.shop
We aim to respond to all customer inquiries within 24–48 business hours.
