Return & Replacement Policy

At CERAVION HOME, we take utmost care to ensure that your order reaches you safely and in perfect condition. Please read the following policy carefully before raising a return or replacement request.

1. Damaged Product

Customers must record a clear, continuous unboxing video while opening the package.
The video should clearly show the outer packaging, shipping label, package opening, and the complete product.
In case the product is damaged, the unboxing video must be submitted within 24 hours of delivery.
Claims submitted after 24 hours may not be eligible for replacement.
Once the video is reviewed and the damage is verified, a replacement product will be dispatched at no additional cost.
Refunds are not applicable for damaged products; only replacement will be provided, subject to verification.

2. Missing Item

If any product or item is missing from your order, customers must share a clear unboxing video within 24 hours of delivery.
The unboxing video must clearly show the package being opened and all items received.
After verification, the missing product will be dispatched at no additional cost.
If the missing product is unavailable or out of stock, our customer support team will contact you regarding the available resolution.

3. Wrong Product Received

If you receive a product different from the one ordered, please contact us within 24 hours of delivery.
A clear unboxing video and photographs of the product received may be required for verification.
After verification, the incorrect product will be replaced with the correct product, subject to availability.
The replacement will be provided at no additional cost where the error is confirmed to be from our side.

4. Return Eligibility

A return or replacement request will generally be considered only when:

The product is received damaged.
An item is missing from the order.
The wrong product has been delivered.
The issue is reported within the applicable time period mentioned above.
The required unboxing video and supporting information are provided.

Products that have been used, altered, installed, washed, damaged after delivery, or otherwise mishandled may not qualify for return or replacement.

5. Non-Returnable Situations

Returns or replacements may not be accepted in the following cases:

The issue is reported after the specified claim period.
No valid unboxing video is provided where required.
The product has been used, modified, altered, or damaged after delivery.
Damage is caused due to improper handling or installation by the customer.
The product does not match the customer’s personal preference or expectations, where no manufacturing or delivery issue is involved.

6. Replacement Process

Once your request and supporting evidence are received:

Our team will review the submitted information.
The reported issue will be verified.
If approved, a replacement will be processed.
The replacement product will be dispatched to the registered delivery address.

Replacement timelines may vary depending on product availability and delivery location.

7. Refunds

For damaged, missing, or incorrectly delivered products, replacement is the preferred resolution after verification.

Refunds, where applicable, will be considered only in situations specifically approved by CERAVION HOME and according to the applicable order and payment terms.

8. How to Raise a Return or Replacement Request

To raise a request, please contact our customer support team with:

Order number
Customer name and contact details
Clear description of the issue
Unboxing video, where applicable
Photographs of the product and packaging, if requested

Our team will review your request and guide you through the next steps.

We value your trust and strive to make your shopping experience smooth, transparent, and reliable.

CERAVION HOME