Our Commitment to Your Satisfaction
At Cerave Shop, we’re dedicated to providing premium skincare products and a seamless shopping experience. We understand that sometimes a product may not meet your expectations, which is why we’ve created a straightforward returns and exchanges process. Your satisfaction is our top priority, and we’re committed to making this process as smooth as possible for our beauty-conscious customers worldwide.
Return & Exchange Eligibility
15-Day Return Window
We accept returns and exchanges within 15 days from the date you receive your items. To be eligible for a return:
- Items must be in original, unopened condition with seals intact
- Products must be in their original packaging
- A receipt or proof of purchase is required
- Items must be returned in resalable condition
Non-Returnable Items
For health and safety reasons, the following product categories cannot be returned or exchanged:
- Opened skincare products (including Cerave, Alpha-H, Beauty of Joseon, and other liquid formulations)
- Used makeup items (including Beauty Blender, BH Cosmetics, Benefit Cosmetics applicators)
- Personal care tools that have been unsealed (such as Bdellium Tools brushes)
- Opened cosmetic products where hygiene cannot be guaranteed
- Final sale items clearly marked as non-returnable
Return Process: Step by Step
Email our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Our team will review your request and email you a Return Authorization Number within 1-2 business days. Please do not ship items back without this authorization.
Securely package the items in their original packaging, include the original invoice or packing slip, and clearly write your Return Authorization Number on the outside of the package.
Ship your package to our fulfillment center at:
Cerave Shop Returns
518 Saint Francis Way
Milwaukee, WI 53226
USA
We recommend using a trackable shipping service and retaining your shipping receipt.
Refund Information
Processing Time
Once we receive your return, please allow:
- 3-5 business days for processing and inspection
- Additional 5-10 business days for the refund to appear in your original payment method
Refund Methods
Refunds will be issued to your original payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): Refunded to your card
- PayPal: Refunded to your PayPal account
Please note that shipping costs are non-refundable, unless the return is due to our error.
Exchange Process
Exchanges are subject to product availability. Follow the same process as returns, but clearly indicate in your email that you’d like to exchange for a different product. We’ll guide you through the exchange procedure once we receive your returned item.
Return Request Email Template
Copy and paste the template below, filling in your specific details:
Subject: Return Request – Order #[Your Order Number]
Email Body:
Dear Cerave Shop Customer Service Team,
I would like to request a return/exchange for my recent order.
Order Information:
Order Number: [Your Order Number] Order Date: [Date of Purchase] Customer Name: [Your Full Name]
Items to Return/Exchange:
Product Name: [Product Name] Quantity: [Number of Items] Reason for Return: [Please specify – wrong shade, defective, changed mind, etc.]
Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [Specific Product if Exchanging]
I confirm that the items are in their original condition and packaging.
Thank you for your assistance,
[Your Name] [Your Email Address] [Your Phone Number]
Need Assistance?
Our customer service team is here to help with any questions about returns or exchanges:
Email: [email protected]
Response Time: Within 24-48 hours during business days
We value your trust in Cerave Shop and are committed to ensuring your complete satisfaction with every purchase.