Refund policy

RETURN AND REFUND POLICY

We want you to love your Cersa mug. If for any reason you are not completely satisfied with your purchase, our return and refund policy is outlined below.

1. RETURN WINDOW

You have 30 days from the date of delivery to request a return. After 30 days, we are unfortunately unable to offer a refund or exchange.

2. ELIGIBILITY FOR RETURN

To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- Accompanied by the original receipt or proof of purchase

The following items are NOT eligible for return:
- Items damaged due to misuse, mishandling, or normal wear and tear
- Items returned more than 30 days after delivery
- Items without original packaging or proof of purchase

3. HOW TO INITIATE A RETURN

To start a return, please contact us at support@cershop.shop with the following information:
- Your order number
- The item(s) you wish to return
- The reason for return
- Photos of the item (if defective or damaged)

We will respond within 1–2 business days with return instructions, including the return shipping address.

Please do not send your item back without contacting us first. Returns sent without prior authorization may not be processed.

4. RETURN SHIPPING

- If the return is due to our error (defective, damaged, or incorrect item), Cersa will cover the return shipping cost
- If the return is for any other reason (changed your mind, no longer needed, etc.), the customer is responsible for return shipping costs

We recommend using a trackable shipping service. Cersa is not responsible for items lost during return shipping.

5. REFUND PROCESS

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 10 business days, and a credit will automatically be applied to your original method of payment.

Depending on your bank or credit card company, it may take an additional 3–5 business days for the refund to appear on your statement.

6. LATE OR MISSING REFUNDS

If you haven't received a refund within 10 business days after we notify you of approval:
- First, check your bank account again
- Contact your credit card company — it may take some time before your refund is officially posted
- Contact your bank — there is often some processing time before a refund posts

If you've done all of this and you still have not received your refund, please contact us at support@cershop.shop.

7. EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange a defective item for the same item, email us at support@cershop.shop with photos of the issue.

8. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged or defective mug, please contact us within 7 days of delivery with:
- Your order number
- Clear photos of the damage or defect
- Photos of the original packaging (if shipping damage)

We will arrange a free replacement or full refund at no cost to you. You do not need to return the damaged item.

9. ORDER CANCELLATIONS

Orders can be cancelled within 12 hours of placement at no charge. After 12 hours, orders enter our production queue and cannot be cancelled.

To cancel an order, email support@cershop.shop with your order number as soon as possible.

10. CONTACT US

For any questions about returns or refunds, please contact us:

Cersa
12675 Research Blvd, Austin, TX 78759, United States
Email: support@cershop.shop
Phone: +1 (213) 613-7206
Customer service hours: Monday–Friday, 9:00 AM – 6:00 PM Central Time