Refund policy

REFUND POLICY

At Cera De Luxe, customer satisfaction is important to us. If you are not completely happy with your purchase, we are happy to assist with returns in accordance with the policy below.

Returns

You have 14 days from the date of delivery to notify us that you wish to return an item.

To be eligible for a return, products must be unused, unopened and in their original packaging. Once we have approved your return request, the item must be returned to us within 14 days.

Return Postage

Customers are responsible for the cost of returning unwanted items. We strongly recommend obtaining proof of postage, as we cannot be held responsible for items lost in transit.

Refunds

Once your return has been received and inspected, your refund will be processed to the original payment method.

We reserve the right to reduce a refund where an item has been handled beyond what is necessary to establish its nature, characteristics and function, or where it is not returned in its original condition.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at Louise@ceradeluxe.co.uk, including your order number and photographs where applicable. We will work with you to resolve the issue promptly.

Personalised & Custom-Made Products

Due to their bespoke nature, personalised or custom-made products cannot be cancelled, returned, exchanged or refunded unless they arrive damaged, faulty or not as described.

Exchanges

We do not offer direct exchanges. If you would like an alternative item, please return your eligible purchase and place a new order.

This policy does not affect your statutory rights under UK consumer law.

For any questions regarding returns, please contact us at Louise@ceradeluxe.co.uk.