Refund Policy
90-Day Return Policy (Unopened Products Only)
We offer a 90-day return policy for items that are unopened and unused. You have 90 days after receiving your item to request a return provided the product is in its original sealed condition.
To qualify for a return the following conditions must be met.
Condition. The item must be in the exact same condition as when you received it — unused and sealed with no signs of wear or tampering.
Packaging. The product must be returned in its original undamaged packaging including any branded boxes pouches or protective materials.
Proof of Purchase. A valid receipt or proof of purchase is required such as your order confirmation email or invoice.
Opened or used Cerevia products cannot be returned under this policy due to hygiene and safety reasons. Please see our 90-Day Satisfaction Guarantee below.
90-Day Satisfaction Guarantee (Opened Products)
We stand behind every bottle of Cerevia. If you have opened and used your product and are not satisfied with your experience we want to make it right. Our 90-Day Satisfaction Guarantee requires no physical return and no hassle.
To qualify for a refund under this guarantee the following conditions must be met.
You must have used the product consistently as directed for at least 14 days.
Your request must be submitted within 90 days of your confirmed delivery date.
This guarantee is valid on your first order only and is limited to one refund per household.
Refunds are not issued for taste or subjective preference concerns as these are not reflective of product quality or effectiveness.
A brief explanation or feedback may be requested to help us better serve our customers.
To request a refund under this guarantee contact us at help@trycerevia.store within 90 days of delivery with your order number and a brief description of your experience. We will process your request promptly and issue your refund within 5 to 10 business days to your original payment method.
Order Cancellations
Orders can be cancelled within 3 hours of being placed. After this window orders automatically enter our fulfillment queue and cannot be cancelled as processing and shipment begin immediately.
If your order cannot be cancelled because it has already entered processing or shipment you remain eligible to return the product once it is delivered provided all return conditions above are met.
To request a cancellation within the 3-hour window contact us immediately at help@trycerevia.store with your order number in the subject line.
Free Gifts and Promotional Items
Free gifts, bonus items, and promotional add-ons included with your order are not eligible for returns or refunds whether used or unused.
Free promotional items are not eligible for refund or exchange regardless of condition.
Limited-time post-purchase offers are final sale and cannot be modified, returned, or refunded.
If you return the originally purchased item that qualified you for a free promotional item the free item must also be returned unused and in its original condition. Failure to return the free item may result in a partial refund with the retail value of the free item deducted from your total refund amount.
Shipping Fees
All shipping fees are paid directly to our shipping and fulfillment partners and are non-refundable.
If a package is refused at delivery a restocking and handling fee of 15% of the total order value will be deducted from any refund issued. This applies regardless of whether your original order qualified for free shipping as shipping and handling costs are incurred at the time of dispatch.
If you have any concerns about your delivery please contact us at help@trycerevia.store before refusing a package. We are happy to assist with any delivery issues and can often resolve problems more quickly when contacted directly.
Lost or Undelivered Packages
If your package does not arrive within the estimated delivery timeframe please contact us at help@trycerevia.store to initiate a carrier investigation.
Refund or replacement eligibility for lost packages is determined following the completion of a carrier investigation and is subject to the 90-day window from the confirmed or estimated delivery date.
We are not responsible for packages that are lost or undelivered due to incorrect shipping information provided at the time of order. Please double-check your shipping address before completing your purchase.
Damaged or Incorrect Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong product.
To report a damaged or incorrect item email us at help@trycerevia.store with your order number, a description of the issue, and photos of the damage or incorrect item if possible. We will evaluate the issue promptly and make it right.
Chargebacks and Payment Disputes
If a chargeback or payment dispute is active with your bank or credit card company we are unable to issue a refund until the dispute is closed.
We strongly encourage all customers to contact us directly at help@trycerevia.store before initiating a dispute with their bank. In most cases we can resolve issues faster through direct communication and avoid unnecessary delays caused by the dispute process.
Subscriptions and Recurring Orders
Subscription Refund Eligibility
If your order includes a subscription the 90-day money-back guarantee applies only to your first shipment. It is the customer's sole responsibility to manage or cancel their subscription within the 90-day guarantee period. Subscription renewals that occur after this window are not eligible for refunds under any circumstances.
Failure to cancel prior to a renewal billing date does not constitute grounds for a refund. Customers are responsible for managing, modifying, or cancelling their subscription prior to renewal.
Automatic Renewal
Your subscription will automatically renew unless cancelled. You will be charged through your payment method every 30 days or at your selected delivery frequency. By submitting your initial order you expressly agree to the terms of automatic renewal and acknowledge that you understand this subscription policy.
Cancellation
You may cancel your subscription at any time. To avoid a recurring charge you must cancel at least 24 hours before your next scheduled billing date. You can cancel through your account portal or by contacting us at help@trycerevia.store at any time.
All cancellations are effective as of the last day of the current billing period. No refunds will be issued for renewal charges that have already been processed at the time of cancellation.
Billing Information
You are responsible for providing current, complete, and accurate billing information. You are responsible for keeping your account information up to date including your payment method and shipping address. Changes can be made through your customer account portal or by contacting help@trycerevia.store.
Non-Returnable Items
Certain items cannot be returned or refunded under any circumstances including perishable goods, opened personal care products beyond the satisfaction guarantee window, hazardous materials, sale items, and gift cards.
If you have a question about whether your specific item is eligible for return please contact us at help@trycerevia.store before initiating a return request.
Exchanges
We do not process direct exchanges. The fastest way to get a different product is to return your original item under the terms above and once your return is approved place a new separate order for the item you want.
European Union — 14-Day Cooling-Off Period
If your order is being shipped to an address within the European Union you have the right to cancel or return your order within 14 days of receipt for any reason and without justification.
To qualify your item must be in the same condition as received — unused and sealed with all original packaging intact. Proof of purchase is required.
To exercise your right of cancellation contact us at help@trycerevia.store within 14 days of delivery.
Refund Processing
Once we have received and reviewed your return or refund request we will notify you of the outcome. If your refund is approved it will be issued to your original payment method within 5 to 10 business days. Please note that your bank or credit card company may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you have not received it please contact us at help@trycerevia.store and we will look into it immediately.
Contact Us
For all refund, return, cancellation, and order inquiries please contact us.
Cerevia
Email: help@trycerevia.store
Website: trycerevia.store
We aim to respond to all inquiries within 1 business day.