Return & Refund Policy

Our Commitment

At Cerine (SASS Elite Trading Pvt Ltd), your satisfaction is our priority. We stand behind every product we sell with a guarantee of 100% authenticity. If something is not right with your order, we are here to make it right — quickly and without unnecessary hassle.

Please read this policy carefully before placing an order. By purchasing from cerinebeauty.com, you agree to the terms outlined below.

Return Eligibility

You may request a return within 7 days of receiving your order, provided all of the following conditions are met:

• ●The product is unused, unopened, and in its original condition
• ●The product is in its original packaging with all seals, labels, and tags intact
• ●You have the original proof of purchase (order confirmation or invoice)
• ●The product was not purchased as part of a final-sale or clearance promotion

Returns that do not meet the above criteria will not be accepted.

Non-Returnable Items

Due to health, hygiene, and safety reasons, the following items cannot be returned or exchanged once opened or used:

• ●Skincare products (serums, moisturisers, toners, essences, oils)
• ●Makeup and colour cosmetics
• ●Lip products and eye products
• ●Face masks and sheet masks
• ●Hair care and body care products
• ●Products that have been opened, partially used, or had their protective seals broken
• ●Gift cards and promotional vouchers
• ●Products explicitly marked "Final Sale" at the time of purchase

If you received a product in a damaged or defective condition, this exclusion does not apply — see the section below.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, we will replace it or issue a full refund — no questions asked. This is the Cerine Promise.

To report an issue:

1. 1.Contact us within 48 hours of receiving your order
2. 2.Email info@cerinebeauty.com or WhatsApp us at 9843806963
3. 3.Include your order number, a description of the issue, and clear photographs of the damaged or incorrect item and its packaging

We will assess your claim and respond within 1–2 business days with a resolution.

How to Initiate a Return

1. 1.Email info@cerinebeauty.com with subject: "Return Request — [Your Order Number]"
2. 2.Include your full name, order number, the item(s) you wish to return, and the reason
3. 3.Our team will review your request and respond within 1–2 business days
4. 4.If approved, we will provide return instructions and a return address in Kathmandu

Important: Do not send items back without prior written approval. Unapproved returns will not be accepted or refunded.

Return shipping costs are the customer's responsibility unless the return is due to our error (damaged, defective, or wrong item).

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

If approved, refunds are processed within 5–7 business days via your original payment method:

• ●eSewa, Khalti, or Fonepay — refunded to the same wallet
• ●Cash on Delivery (COD) — refunded via bank transfer or digital wallet (please provide account details when submitting the return request)

Shipping charges are non-refundable. Partial refunds may be issued where items are returned in a condition that does not fully meet our return criteria.

Exchanges

We offer exchanges for products that are unopened and in their original condition, subject to stock availability. Contact us at info@cerinebeauty.com to request an exchange. If the desired item is unavailable, we will offer a store credit or refund.

Authenticity Guarantee

Every product sold on Cerine is 100% authentic, sourced directly from authorised brand distributors. If you have any reason to believe a product you received is not authentic, contact us immediately at info@cerinebeauty.com. We take such claims extremely seriously and will investigate and resolve every case promptly.

Contact Us

• ●Email: info@cerinebeauty.com
• ●WhatsApp: 9843806963
• ●Instagram: @cerine.np
• ●Business hours: Sunday–Friday, 10:00 AM – 6:00 PM (NPT)

Cerine is operated by SASS Elite Trading Pvt Ltd, registered in Kathmandu, Nepal (PAN: 622471286).