Refund policy
Refund & Return Policy
At Cérène Cosmetics, we are an authorized retailer of premium professional haircare brands including Kérastase and Oribe. Because of the nature of our products and our authorization agreements, all refund and return requests must meet the conditions below.
Eligibility
- Unopened products only. Returns are accepted only for products that are unopened, unused, and in their original, sealed packaging.
- Any sign of opening, tampering, or use will void the request. This includes broken seals, removed shrink-wrap, used pumps or droppers, missing or peeled labels, fingerprints on product surfaces, residue, or product indentations. If we receive a returned item showing any of these signs, the refund request will be canceled and the product will be returned to you at your expense.
- Returns must be initiated within 14 days of delivery.
- Final-sale items, gift cards, sample sets, travel kits, and clearance products are not eligible for return.
How to Start a Return
Email us at returns@cerenecosmetics.com with your order number and the reason for the return. Do not ship the item back before receiving a Return Merchandise Authorization (RMA) number from our team. Returns sent without an RMA may be refused or delayed.
Return Shipping
The customer is responsible for return shipping. You will need to purchase and provide your own prepaid shipping label. We recommend using a tracked, insured shipping method, as we are not responsible for items lost or damaged in transit on the way back to us.
Restocking & Packaging Fee
A 10% restocking and packaging fee applies to all approved refunds. This fee is calculated based on the price of the product (or, for multi-item orders, the price of the order) and is deducted from the refund amount. This covers inspection, repackaging, restocking, and the packaging materials used in your original shipment.
Refund Processing
Once your return is received and inspected (typically within 3–5 business days), you will be notified of approval or rejection by email. Approved refunds are issued to the original method of payment, less the 10% restocking and packaging fee. Original shipping charges (if any) are non-refundable. Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.
Damaged or Defective Items
If your item arrives damaged or defective, contact us within 72 hours of delivery at returns@cerenecosmetics.com with photos of the product, the packaging, and the shipping label. Damage and defect claims are evaluated case-by-case. Approved claims will be repaired, replaced, or refunded at our discretion, and the 10% restocking fee and return-shipping cost will be waived.
Wrong Item Received
If you received the wrong item, contact us within 72 hours of delivery. We will send the correct item and arrange a prepaid return label for the incorrect product. No restocking fee applies in this case.
Exchanges
We do not process direct exchanges. To exchange an item, please return the original product per the policy above and place a new order for the desired item.
Order Cancellations
Orders can be canceled within 2 hours of being placed by emailing returns@cerenecosmetics.com. Once an order has been processed or shipped, it cannot be canceled and will need to follow the return process above.
Authenticity Guarantee
Every product sold by Cérène Cosmetics is sourced directly from authorized brand distributors. We do not sell counterfeit, gray-market, or diverted product. If you have any concerns about the authenticity of an item received, please contact us immediately.
Last updated: May 2026.