Neutrogena Ultra Gentle Cream-to-Foam Face Wash for Sensitive Skin, Fragrance-Free 12 fl oz — Hypoallergenic, Moisture-Balancing

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, 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 included accessories. 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 questions.

Damages and Issues

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

For seller-caused issues (damaged, defective, incorrect, expired), Cerva Australia will cover the return shipping cost.

Exceptions / Non-Returnable Items

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

• Opened or used Beauty & Personal Care products
• Skincare, hair care, 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 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 about your item’s return eligibility, 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 (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.

Refunds

Once we receive and inspect your return, we will notify you whether the refund was 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

ORDER PROCESSING TIME

All orders are processed within 2–3 business days after payment confirmation. Orders placed on weekends or Australia public holidays will be processed on the next business day.

If there is any delay in preparing your order, we will notify you promptly by email.

SHIPPING TIME

Cerva Australia ships exclusively within the Australia (England, Scotland, Wales and Northern Ireland).

• Standard delivery: Total delivery time is approximately 5 business days (2–3 days processing + delivery).

• Remote or outlying regions: 6–10 business days due to distance, weather conditions and limited carrier routes.

Deliveries to areas such as the Scottish Highlands and Islands, Isle of Man, Channel Islands and certain rural postcodes may take longer because of seasonal and logistical factors.

We always strive for timely deliveries, but once a parcel is handed to the courier, Cerva Australia is not responsible for carrier delays, customs checks or weather-related disruptions.

SHIPPING CONFIRMATION AND TRACKING

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your shipment.

Tracking details typically become active within 24–48 hours after dispatch.

SHIPPING RATES

• Standard shipping within the Australia is free on all orders.

• Expedited or express delivery options may be available at checkout for an additional fee depending on your location and chosen courier.

ADDRESS ACCURACY

Please ensure your shipping address is complete and accurate before placing your order. Cerva Australia is not responsible for delays, lost shipments or delivery issues caused by incorrect or incomplete addresses (including wrong house numbers, postcodes or flat numbers).

DAMAGED OR LOST PACKAGES

If your order arrives damaged, please contact us immediately at cevraaustralia@gmail.com with clear photos of the outer packaging and the damaged contents. We will review the case and work to resolve the issue as quickly as possible.

If your parcel is marked as “delivered” by the courier but you have not received it, please first:

• Check with neighbours or building reception/concierge

• Verify the shipping address used during checkout

• Contact your local delivery office or courier depot

If the issue continues, email us and we will help you open an investigation or claim with the carrier.

INTERNATIONAL SHIPPING

At this time, we only ship within the Australia. We may expand our shipping coverage to international destinations in the future.

CONTACT

If you have any questions about shipping, please contact us at: cevraaustralia@gmail.com