Return & Refund Policy

At Thecerashop, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help. Our policy is designed to be transparent and compliant with major payment processors and global consumer protection standards.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

  • Eligibility Period: The 30-day window starts from the date the package is marked as “Delivered” according to the tracking information provided by the carrier (USPS, UPS, Asendia, etc.).

  • Condition: To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

2. Cancellation Policy

We understand that sometimes you may change your mind.

  • Window for Cancellation: You may request a cancellation within 12 hours of placing your order.

  • After 12 Hours: Since our products are often printed or prepared immediately to ensure fast delivery, we cannot guarantee a cancellation once the production process has begun.

  • Process: To cancel, please contact us immediately at [email protected] with your order number.

3. Return Process

To start a return, you can contact us at [email protected].

  • Approval: If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

  • Return Shipping: For eligible returns within the 30-day window, we offer Free Returns. We will provide a pre-paid shipping label (where applicable) or reimburse the shipping cost once the item is inspected.

4. Damaged, Wrong Items, and Issues

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item.

  • To expedite the process, please include photos of the damaged product and the shipping label in your email. We will evaluate the issue and make it right by sending a replacement or issuing a full refund.

5. Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Custom products (such as special orders or personalized items).

  • Personal care goods (such as masks or intimate apparel) for hygiene reasons.

  • Gift cards.

6. Refunds

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method within 5 – 10 business days.

  • Payment Processor Note: Please remember it can take some time for your bank or credit card company to process and post the refund.

7. Dispute Resolution

We encourage customers to contact us directly at [email protected] before initiating a formal dispute with your payment provider or financial institution. Most issues can be resolved quickly and amicably through our dedicated support team, and we are committed to ensuring a fair and efficient solution for every customer.

Contact Us

For any questions regarding returns or refunds, please reach out to us:

  • Support Hours: 8:00 AM – 6:00 PM (EST), Monday – Friday.

  • Entity: HY ECOM LLC

  • Address: 5830 E 2nd St, Ste 7000 #17997, Casper, Wyoming 82609, USA.

  • Email: [email protected]