Refund policy

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Consumer guarantees can apply beyond 30 days and are not excluded because an item has been opened, used or bought on sale, or because its original packaging is missing. Where a product fails a consumer guarantee, the remedy depends on the problem and can include repair, replacement or refund. Contact cevraaustralia@gmail.com with proof of purchase and details of the issue. Do not send a return until you have received return instructions.

Read the ACCC guidance on consumer guarantees and remedies.

Return Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. For Beauty & Personal Care items, returns are only accepted for products that arrive damaged, defective, incorrectly shipped, expired, or in a condition that is the fault of the seller.

To be eligible for a return, your item must be in the same condition that you received it — unopened, unused, with all original packaging, safety seals intact, and all accessories included. For hygiene and safety reasons, opened or used beauty, skincare, haircare, fragrance, makeup, nail, tattooing, and personal care items cannot be returned.

You will also need your receipt or proof of purchase.

To start a return, contact us at cevraaustralia@gmail.com
All approved returns must be sent to the following address:

Cerva Australia – Returns Department
2601 E 28th St, STE 005
Signal Hill, California
United States

If your return is accepted, you will receive a prepaid return shipping label (when applicable) along with detailed instructions on how and where to send your package.
Items sent back without first requesting a return will not be accepted.

You can always reach us at cevraaustralia@gmail.com for any return-related questions.


Damages and Issues

Please inspect your order upon delivery and contact us immediately if your item is damaged, defective, incorrect, leaking, broken, expired, or arrives with missing components. We will evaluate the issue and make it right.

For seller-caused issues, including damaged, defective, incorrect, or expired items, Cerva Australia will cover the return shipping cost where applicable.


Exceptions / Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Opened or used Beauty & Personal Care products
  • Skincare, haircare, makeup, fragrance, and personal care items with broken seals
  • Bath & Body products that have been opened
  • Makeup, lip care, mascaras, brushes, or sponges once used
  • Tattooing supplies that have been opened or contaminated
  • Salon & Spa tools and equipment that show signs of use
  • Perishable beauty goods
  • Customized or personalized items
  • Hazardous materials or flammable liquids
  • Sale or clearance items
  • Gift cards

If you are unsure whether your item is eligible for return, please contact us before sending it back.


Exchanges

Exchanges are only available for unopened items that arrived damaged, defective, incorrect, or expired. The fastest way to receive the item you want is to return the original item, if eligible, and place a new order once your return is approved.


European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have 14 days to cancel or return the item for any reason. However, Beauty & Personal Care items must still be unopened, unused, with all seals intact, and in their original packaging to qualify.


Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at cevraaustralia@gmail.com.