What is your return policy?

All products may be returned within 14 days from the delivery date: in their original condition and packaging (not worn, including all accessories and dust bag). Please kindly note that we only accept returns using the provided prepaid label.

Can I exchange a product?

We do not offer any exchange service for the moment. If you would like to exchange your purchase, you may return the item for a refund and place new order.

How do I return my order?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

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.

To start a return, you can contact us at customers@cerenzeren.com. Please note that returns will need to be sent to the following address: Quai Orban 22/032, Liège 4020. Belgium.

Do I need to pay if I want to return my order?

Please note that return shipping costs are the responsibility of the customer. We recommend using a tracked and insured shipping method, as we cannot be held responsible for any items lost or damaged during return transit.

What should I do if my parcel arrived damaged ?

If your parcel arrives damaged, we kindly invite you to contact our customer service team. Make sure to take pictures of the parcel received and keep the package for further inspection by our carrier.

What should I do if I receive a faulty item?

If an item received is faulty or was received damaged, please contact our customer service upon the receipt of the item. Any faulty item must be notified within 7 days of receiving the order.

When will I receive the refund for my order?

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customers@cerenzeren.com

Did you receive my returned order?

We will send you a confirmation e-mail as soon as the refund is processed. We kindly invite you to keep the tracking number for your return, in order to track the returned order.

Have questions about your order, or a general enquiry?