Returns & Exchanges

RETURNING AN ITEM:

To return an item you are not happy with, please follow these steps:

1. Please email us at: 

info@mycerana.com

2. We will send you the return address you should ship back the product to

3. Once we received the unused, undamaged product with its packaging, we will proceed with refund on our end 

Please note all returns must comply with our terms and conditions:

It would also mean a lot for us if you could please give us feedback for the main reason(s) of the return. This way we can continue to improve our processes, products and services in the future

Before sending the goods back to us, please take note of the following considerations:

•      Goods must be unused, in resalable condition, in its original condition and packaging. We may or may not require a proof of purchase.

•      Please ensure you post the goods back to us within the 30-calendar days from the date of purchase. If we do not receive goods by this date, return cannot be processed on our end

•      Kindly note that at this very moment, customers are responsible for return postage costs

•      Refunds are issued via original method of payment only. Please allow a minimum of 5-7 working days for the money to be issued back in your account. 

•      Customised items and promotional orders are non refundable unless they show any manufacturing defects, for which we would require proof (imagery).

We strongly suggest you pack your return appropriately and use a tracking/signatory postage service, which has adequate insurance cover for the item/s that you are posting, as regrettably we cannot be held liable for any items that are lost or damaged in transit. Additionally, we suggest you keep a copy of your proof of postage.

We reserve the right to issue you a partial refund when the value of the item has been decreased for inadequate packaging or false claims.

EXCHANGING AN ITEM:

•      In case you wish to exchange your goods, please email us at info@mycerana.com. We recommend you follow the normal returns procedure and place a new order. This way, you will get your items earlier

•      If you wish to send us your unwanted item/s first, we will ship out the new item/s to you once we have received the returned item/s.

•      Goods must be unused, in a resalable condition, and in its original packaging. When you are returning items to us, please ensure that the items are properly packaged.

•      Customers are responsible for the cost of returning the item/s and must follow the correct returns procedure before shipping the item/s back to us. We strongly suggest you use a tracking/signatory postage service which has adequate insurance cover for the item/s that you are posting, as regrettably we cannot be held liable for any items that are lost or damaged in transit. Additionally, we recommend you keep a copy of your proof of postage.

Personalization:

Monograms are made with a stamping machine. Personalization requests normally take an extra 2-3 business days but we try to dispatch it ASAP.

Please ask us if you have any doubts. As mentioned, monogrammed items are non refundable unless faulty.