Terms and Conditions

OfficialCerave Terms and Conditions

Please read these Terms and Conditions carefully before placing an order with OfficialCerave. This is a digital agreement between you (the Buyer) and OfficialCerave (the Seller).

Order Processing and Confirmation

• You will receive a confirmation call after placing your order. OfficialCerave will not process orders for dispatch without confirmation.
• Orders cannot be cancelled or amended after one hour of placement to ensure efficient processing. Additionally, once an order is out for delivery, it cannot be refused. Specific charges may apply in such cases.
• In the event of a cancellation, a delivery charge of Rs.200/- will apply. This charge must be paid via online transfer only. Cash on Delivery (COD) is not available for cancellations.
• Failure to pay the delivery charge or cooperate with OfficialCerave may result in your details being listed on our website under the category "FRAUD/FAKE CUSTOMER." This is to discourage fake orders.

Shipping Policy

• Typical delivery timeframe is 4 to 6 working days. However, deliveries may be delayed due to weather conditions or during sale periods.
• Our couriers are not authorized to open parcels or show products before payment. Please do not request them to do so or reject parcels for this reason.
• You will receive a message from the courier service with shipment status before delivery. Please provide a valid contact number for updates.
• You will receive an SMS containing a tracking number for your order.
• COD services are not available for deliveries to hostels, universities, villages, or addresses without house numbers. Bank transfer payment is required for such orders.
• Orders exceeding Rs. 15,000/- may require a full payment or a minimum 50% advance payment to proceed.

Customer Protection & Dispute Resolution

• If you encounter any issues with your parcel, such as damage or missing items, please contact our Customer Service Representative on Instagram. Please be respectful and avoid using rude language or slang.
• To ensure your rights are protected, please record an unboxing video showing the seal being opened. Claims for damaged, missing, or incorrect items will only be accepted if the seal opening is visible in the video.
• It is mandatory to create an unpacking video and notify us within 24 hours of receiving the parcel for proof of receipt.
• For any delivery-related issues, such as damaged products, please contact us on Instagram politely. Rude or abusive language will not be tolerated. We aim to respond within 24 hours.
• Claims for damaged products during delivery will not be accepted for items purchased during sales, promotions, or deals.
• Please note that there is no guarantee for leakage of liquid products such as cleansers, toners, or moisturizers.
• Certain products, like balms and lotions, may be susceptible to melting or damage during delivery due to weather conditions. We cannot guarantee their condition upon arrival.
• Claims for mascaras and eyeliners will only be accepted if reported on the same day of receiving the parcel.
• OfficialCerave will not be held responsible for any skin allergies or adverse reactions caused by the products we sell.
• Be aware that some products may be slightly different from the pictures on our website. In rare cases, packaging or applicators may vary. If you wish to claim a refund for such a product, you will need to return it to us at your own expense. No exchanges will be provided. The refund clause will be applicable, but any issues related to the parcel must be notified within 24 hours of receipt.
• Please read product descriptions carefully, especially for clearance items. These items may have defects, consistency issues, fragrance variations, or color variations. OfficialCerave will not exchange such products as these issues are already mentioned in the product descriptions.

Return/Exchange and Refund Policy

• Refunds and return/exchange requests require an unboxing video as proof of receipt from OfficialCerave. We will not process claims without a video.
• Refunds and return/exchange policies are only applicable for missing or damaged products received by the customer.
• In the case of a refund, OfficialCerave will only refund the product amount; delivery charges will not be refunded. The decision for a refund will be made by management based on the situation.
• Claims must be submitted on the same day the product is received. Returned products must be received by OfficialCerave within 3 days of receiving the original order.
• Refund claims will be processed within 15 days.
• Returns are only accepted for unopened products. No returns or refunds will be offered for used, tested, or opened products.
• If a customer requests a refund and needs to return.