Refund policy

Order cancellations

You may cancel your order within two hours of purchase by contacting our customer service team at info@ceronz.com. If your order has already been shipped, please follow the steps in our return instructions below.

Return conditions

We offer returns under the following conditions:

  • Return window: Items can be returned within 30 days of delivery.
  • Item condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
  • Receipt or proof of purchase: Required for all returns.

Return instructions

To start a return, please follow these steps:

  1. Step 1 – Contact customer service: Email info@ceronz.com with your order number, reason for return, and any supporting photos if applicable.
  2. Step 2 – Receive return authorisation: Our team will respond and provide a return authorisation and detailed instructions.
  3. Step 3 – Return packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorisation form.
  4. Step 4 – Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer, or by us if the item is defective or incorrect.

Refunds

Processing time: Approved refunds will be processed to your original payment method within 10 business days. Business days are Monday to Friday, excluding public holidays. Your bank or credit card provider may require additional time to post the refund.

Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please first check with your bank or card provider. For further assistance, you can contact us at info@ceronz.com.

Exchange policy

We do not offer direct exchanges. If you want another item or variation, please return your item under the conditions described above and place a new order for the item you want through the website.

Exceptions and special cases

Defective or damaged items: If your item arrives damaged or defective, please contact us within 48 hours. We will arrange a return at no cost to you and offer a replacement or full refund, according to your preference.

Incorrect product: If you receive an incorrect item, please contact us and we will cover the return shipping and send you the correct item as soon as possible.

Lost packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.

Contact information

Business name: Ceronz LLC
EIN: 84-7391526
Address: 600 14th St NW, Washington, DC 20005, United States
Warehouse Address: Torenallee 101, 5617 BR Eindhoven, Netherlands
Email: info@ceronz.com

Opening hours:
Monday to Friday: 9:00 AM – 6:00 PM (EST)
Saturday and Sunday: 10:00 AM – 4:00 PM (EST)
Average response time: within 24 hours on business days