Refund policy
We're here to help
Your satisfaction is important to us. If you experience any issue with your order, subscription, or product, please contact our Customer Support Team at support@tryceltara.com before initiating a payment dispute with your bank.
Most concerns can be resolved quickly through a refund, replacement, cancellation, or another appropriate solution. Our team responds to refund and cancellation requests within one business day.
30-Day Money-Back Guarantee
We proudly offer a 30-Day Money-Back Guarantee on your first purchase of each product type.
To qualify:
Your satisfaction is important to us. If you experience any issue with your order, subscription, or product, please contact our Customer Support Team at support@tryceltara.com before initiating a payment dispute with your bank.
Most concerns can be resolved quickly through a refund, replacement, cancellation, or another appropriate solution. Our team responds to refund and cancellation requests within one business day.
30-Day Money-Back Guarantee
We proudly offer a 30-Day Money-Back Guarantee on your first purchase of each product type.
To qualify:
- Your request must be submitted within 30 days of your first order confirmation.
- You must provide your order number or proof of purchase.
- If your first order includes multiple units of the same product type (including different flavors), you may open only one unit for evaluation. Any additional units must remain unopened and be returned.
Once a second order of the same product type has been placed, the first order is considered accepted and the 30-Day Money-Back Guarantee no longer applies, except in cases of:
- damaged products
- defective products
- carrier-confirmed lost shipments
- incorrect items received
Subscription Orders
Subscriptions renew automatically using the billing interval selected during checkout.
You may cancel your subscription at any time through your Customer Portal before your next renewal order is generated.
If a renewal order has already been generated but has not yet entered fulfillment, please contact us immediately. We will make every reasonable effort to cancel the order and issue a refund before shipment.
Once an order has entered fulfillment or has been transferred to the shipping carrier, cancellation or refund may no longer be possible.
Every subscription renewal generates a confirmation email.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
Please include:
- your order number
- photos of the issue
Depending on the situation, we may provide:
- a replacement
- a partial refund
- a full refund
Lost Shipments
If your package is confirmed lost by the carrier, you may choose between:
- a free replacement
- a full refund
Orders that remain in transit are not considered lost until confirmed by the shipping carrier.
Return Shipping
If a return is required, we'll provide a prepaid return shipping label.
The cost of the label will be deducted from your refund unless the return is due to our error or a defective product.
Refused Packages
If you refuse delivery, please contact us immediately.
In many cases, we can resolve the situation without requiring the package to return to our warehouse.
If a return is necessary, it must use a prepaid label issued by our Customer Support Team.
Refund eligibility will depend on the circumstances and compliance with this policy.
How to Request a Refund
Simply email support@tryceltara.com with:
Return Shipping
If a return is required, we'll provide a prepaid return shipping label.
The cost of the label will be deducted from your refund unless the return is due to our error or a defective product.
Refused Packages
If you refuse delivery, please contact us immediately.
In many cases, we can resolve the situation without requiring the package to return to our warehouse.
If a return is necessary, it must use a prepaid label issued by our Customer Support Team.
Refund eligibility will depend on the circumstances and compliance with this policy.
How to Request a Refund
Simply email support@tryceltara.com with:
- your order number
- a brief description of the issue
- photos (if applicable)
We do not process refund requests through social media, phone calls, or voice messages.