Refund policy

Shipping & Returns

At Cera Skin, we curate luxury Asian skincare from Eclado, Blue Petal, Dr. Medion and Mediplorer, and every order is handled with the same care that goes into the formulas. Please review our shipping and return policies below.

Shipping


Where We Ship

We currently ship to all provinces and territories across Canada.

Processing Time

Orders are processed within [1–2] business days (Monday–Friday, excluding statutory holidays). Orders placed after [2 PM ET] or on weekends are processed the next business day.

Shipping Rates & Delivery Times



Method

Estimated Delivery

Standard Shipping

[3–7] business days
Express Shipping

[1–3] business days
Free Standard Shipping

[3–7] business days
Delivery to remote or northern areas may take longer. All prices are in Canadian dollars (CAD). Applicable GST/HST is calculated at checkout.

Order Tracking

Once your order ships, you’ll receive a confirmation email with a tracking number from [Canada Post].

Lost or Delayed Packages

If your tracking hasn’t updated in [5] business days, or your package shows as delivered but hasn’t arrived, contact us at info@ceraskin.ca. We’ll work with the carrier to resolve it.

Incorrect Address

Please double-check your shipping address at checkout. Cera Skin is not responsible for orders shipped to an incorrect address provided by the customer. If you spot an error, contact us immediately and we’ll do our best to update it before your order ships.

Returns

We want you to love your skincare. We accept returns within 30 days of delivery on unopened, unused products.

Return Eligibility

  • Item must be unopened, unused, and sealed in its original packaging.
  • Proof of purchase (order number) is required.
  • Return authorization must be approved before you ship anything back.


Final Sale Items

For hygiene and safety reasons, the following cannot be returned once opened, unless defective or damaged:
  • Opened or used products of any kind
  • Single-use and treatment products, including CO2 gel kits, sheet masks, and patches, once the outer seal is broken
  • Items marked “Final Sale” at the time of purchase
  • Gift cards

How to Start a Return

  1. Email info@ceraskin.ca with your order number and the item(s) you’d like to return.
  2. Once approved, we’ll send return instructions [and a prepaid return label].
  3. Ship the item back within [14] days of approval.
Items returned without prior authorization will not be accepted. [Return shipping costs for non-defective items are the customer’s responsibility.]

Damaged, Defective or Incorrect Items


If your order arrives damaged, defective, or incorrect, we’ll make it right.

Report Within 5 Days

Contact us within 5 days of delivery at info@ceraskin.ca or through our Contact page. Please include:
  • Your order number
  • A description of the issue
  • Clear photos of the product, packaging, and shipping box
Claims submitted more than 5 days after delivery cannot be accepted, as this timeline is required for carrier claims.

What Happens Next

Our team will review your claim within [2] business days. If approved, we’ll either send a replacement at no cost to you or issue a full refund. In some cases, we may ask you to return the item using a prepaid label we provide.

Refunds

Once your return is received and inspected, we’ll email you to confirm approval or rejection.
  • Approved refunds are issued to your original payment method within [7–10] business days. Your bank or card provider may take additional time to post the credit.
  • Original shipping charges are non-refundable, except for damaged, defective, or incorrect items.
  • Replacements for approved damage or defect claims ship at no additional cost.

Exchanges

We don’t offer direct exchanges. To swap a product, return the eligible item for a refund and place a new order.

Contact Us

Questions about your order, shipping, or a return? Our team is here to help.