At Cenane, we want our customers to be completely satisfied with their purchases. If for any reason you are not satisfied with your order, we offer a flexible return and refund policy. Here are the details of our policy:
Return Policy
If you are not satisfied with your purchase, you may return it for a refund or exchange within 35 days of the original purchase date. To be eligible for a return or exchange, the item must be in its original condition, unused, and in its original packaging. Any items that are returned used or damaged will not be eligible for a refund or exchange.
To initiate a return, please contact us at [email protected] with your order number and the reason for the return. We will provide you with a return shipping label, and you can ship the item back to us using the carrier of your choice. Please note that return shipping costs are the responsibility of the customer.
Once we receive your returned item, we will inspect it to ensure that it meets our return policy criteria. If the item is eligible for a refund, we will process the refund within 6-13 business days. Please note that it may take up to 10 business days for the refund to appear on your credit card or PayPal account.
Exchange Policy
If you would like to exchange an item, please contact us at [email protected] with your order number and the reason for the exchange. We will provide you with a return shipping label, and you can ship the item back to us using the carrier of your choice. Please note that return shipping costs are the responsibility of the customer.
Once we receive your returned item, we will inspect it to ensure that it meets our exchange policy criteria. If the item is eligible for an exchange, we will ship the new item to you free of charge. If the new item is more expensive than the original item, you will be responsible for paying the difference. If the new item is less expensive than the original item, we will refund the difference to your original payment method.
Refund Policy
If you are eligible for a refund, we will process the refund within 6-13 business days of receiving your returned item. Please note that it may take up to 10 business days for the refund to appear on your credit card or PayPal account.
If your refund is delayed or you have not received it within the expected timeframe, please contact us at [email protected]. We will investigate the issue and do our best to resolve it as quickly as possible.
Please note that gift cards cannot be refunded or exchanged for cash.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us at [email protected] within 5 days of receiving the item. We will provide you with a return shipping label, and you can ship the item back to us using the carrier of your choice. Once we receive the item, we will inspect it to confirm that it is damaged or defective. If the item is deemed to be damaged or defective, we will either provide a replacement or issue a full refund, including the cost of return shipping.
Lost or Stolen Packages
If your package is lost or stolen in transit, please contact us at [email protected]. We will investigate the issue and work with the carrier to resolve the situation. If the package cannot be located, we will provide a replacement or issue a full refund, depending on the customer’s preference.
International Orders
For international orders, please note that return shipping costs are the responsibility of the customer. We recommend using a carrier that provides tracking information and purchasing shipping insurance for the full value of the item. If the item is lost or damaged in transit, Cenane is not responsible for providing a replacement or refund.
Final Sale Items
Certain items may be marked as final sale, meaning they cannot be returned or exchanged. This includes items that are sold at a discount, as well as items that are customized or personalized. Final sale items are clearly marked on the product page and in the checkout process, and customers will be required to acknowledge the final sale status before completing their purchase.
Cancelled Orders
If you would like to cancel your order, please contact us at [email protected] as soon as possible. If your order has not yet shipped, we will cancel the order and issue a full refund. If your order has already shipped, you will need to follow our return policy to receive a refund.
In some cases, we may need to cancel an order due to inventory or shipping issues. If this happens, we will notify you as soon as possible and issue a full refund.
Overall, at Cenane we strive to provide the highest level of customer service and satisfaction. If you have any questions or concerns about our return and refund policies, please do not hesitate to contact us at [email protected]. We are here to help!