Refund policy

Return & Refund Policy – Cerena The Line

We truly appreciate you choosing Cerena The Line, and we want you to feel confident with every purchase. Please take a moment to review our return and refund policy, created with transparency, fairness, and your satisfaction in mind.

Order Confirmation & Policy Acknowledgment

At Cerena The Line, we prioritize transparency at every step of your shopping experience.

When an order is placed on our website, it is assumed that the customer has read, understood, and agreed to the terms outlined in our Return and Refund Policy. This acknowledgment is not only presented at checkout but is also included in every order confirmation email.

As shown in your confirmation, the message explicitly states:
“By placing your order, you agree to our Refund & Return Policy.”

By completing your purchase, you agree that:

  • You have reviewed the return conditions, timelines, and non-returnable items list.

  • You understand that certain conditions (such as fit, perception of color, or minor measurement deviations) are not considered defects.

  • You agree to follow the proper return process, including requesting approval before sending anything back.

  • If a chargeback or dispute is filed, this agreement — along with the full policy, product listings, and communication trail — will be provided as supporting documentation.

We always encourage customers to reach out with questions before placing an order, and our team is more than happy to clarify any aspect of our policies.

Before You Order – Sizing & Expectations

We highly recommend checking our Size Guide before placing your order. If you’re unsure which size to choose, please don’t hesitate to reach out — our team is happy to assist.

Please note that, as with most garments, a slight variation of 1–3 cm (+/-) in measurements may occur due to the manual nature of the production process. This is completely normal in apparel manufacturing and is not considered a defect.

As a growing fashion brand, every return impacts us — so double-checking sizing before purchase helps us reduce waste and continue offering thoughtful, high-quality pieces.

Return Eligibility

You may request a return within 14 days of receiving your order, as confirmed by tracking.

To be eligible for a refund:

  • Items must be unworn, unwashed, and unused.

  • Must be in their original condition and packaging.

  • Return must be initiated by emailing us within the return window.

Items that do not meet the above criteria may not be eligible for a refund or may incur a restocking fee.

Non-Returnable Items

For hygiene and safety reasons, the following are not eligible for return or refund:

  • Lingerie, swimwear, and bodysuits.

  • Items marked Final Sale or Clearance.

  • Gift cards.

Unauthorized Returns

Returns sent without prior approval or shipped to an incorrect address will not be accepted or refunded.

How to Return an Item

Step 1: Contact Us
Reach out via our Contact Form with your order number, the item(s) you'd like to return, your reason for return, and clear photos of each item. We’ll respond within 1–2 business days with instructions.

Step 2: Package and Ship
Once approved, securely package your item(s). Return shipping costs are the customer’s responsibility. Typical return shipping ranges from $20–$35 USD depending on location. Customs fees may also apply ($50–$60 USD depending on country).

We strongly recommend using tracked shipping. Untracked packages are not guaranteed, and Cerena The Line is not responsible for items lost in transit.

Step 3: Refund Processing
Once your return is received and inspected, we’ll confirm via email. Refunds are processed within 7–14 business days to your original payment method. Original shipping fees and applicable customs charges are non-refundable.

Partial Refund or Store Credit Option

To reduce environmental impact, we offer partial refunds or store credit for customers unsatisfied due to fit, style, or expectations — especially for international orders.

This option allows you to keep the item while still receiving compensation, avoiding the time and cost of shipping it back.

If you prefer store credit, we’ll issue a Cerena The Line gift card.

Damaged or Defective Items

If your order arrives damaged or defective, contact us within 48 hours of delivery with:

  • Your order number.

  • Clear photos of the issue.

We’ll provide a resolution (replacement, refund, or store credit). Claims after 48 hours may not be eligible.

Not As Described Claims

We aim to present products as clearly as possible with photos, descriptions, and measurements. Please note:

  • Differences in color, fabric, or appearance due to lighting, screen resolution, or device are not considered defects.

  • Measurement variations of 1–3 cm (+/-) are standard and not faults.

  • Fit and styling differences by body type are not valid grounds for return.

If you believe your item significantly differs from what was advertised, please provide detailed photos and explanation for review.

Delivered but Not Received

If tracking shows delivered but you didn’t receive it, Cerena The Line is not liable once the carrier marks the order as delivered. Please:

  • Contact your courier to file a non-delivery claim.

  • Check with neighbors or reception.

  • File a police report if theft is suspected.

If the courier confirms fault after investigation, we’ll review next steps (replacement, refund, or store credit).

Return-to-Sender Orders

If a package is returned due to refusal, incorrect address, or missed delivery:

  • Refunds will only be processed once items arrive back at our warehouse.

  • A 25% restocking fee applies.

  • Original shipping costs are non-refundable.

Worry-Free Delivery Insurance (Optional)

At checkout, you can add Worry-Free Delivery Insurance, powered by Seel. This protects your order against loss, theft, or damage. Claims are filed directly with Seel for faster resolution, typically within 48 hours.

Chargebacks and Disputes

We strongly encourage contacting us before filing a chargeback. If a dispute is filed, we provide all supporting evidence (policy, tracking, communications) to your bank.

Refund Timelines

  • Refunds: up to 14 business days after return approval.

  • Issued to original payment method.

  • You’ll receive confirmation once processed.

Need Help?

We’re always here to support you. Reach us anytime through our Contact Form for assistance with returns, sizing advice, or any other questions.