Refund policy
Refund, Return & Exchange Policy – Certeira
Thank you for shopping with Certeira. We are committed to providing a seamless and supportive experience. If for any reason you’re not fully satisfied with your purchase, we offer a straightforward return, refund, and exchange process to give you peace of mind.
30-Day Return & Exchange Policy
Return Window: 30 days from the date of delivery.
Eligibility: Items must be unused, unworn, unwashed, in original packaging, with all tags and accessories included.
Return Method: By mail only.
Return Label: Free pre-paid printable return label provided by Certeira.
Return Costs: No cost to the customer.
Restocking Fees: None.
Refund Processing Time: Refunds are processed within 7 business days of us receiving and approving your return.
Exchanges: Always accepted within 30 days for eligible items.
Note: Returns without prior authorisation cannot be accepted.
How to Return or Exchange an Item
To start a return or exchange, please email us at care@certeira.com with the following:
Order number
Name on the order
Reason for return or exchange (include photos if the item is damaged/defective)
Once your request is approved, we will send you:
A Return Authorisation number
Packing instructions
A free pre-paid return label to download and print
Exchanges
Accepted within 30 days of delivery for eligible items.
You may exchange for a different size, colour, or a different product of equal value.
Once we receive and inspect your return, your replacement will be shipped free of charge.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
Contact us at care@certeira.com within 7 days of delivery.
Include your order number and photos.
We will arrange a free return and offer either a replacement or a full refund — whichever you prefer.
Non-Returnable Items
The following items cannot be returned or exchanged:
Personalised, customised, or made-to-order products.
Items removed from sealed packaging for hygiene reasons (e.g., underwear, socks).
Any item clearly marked as “non-returnable” on the product page.
Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided they have not been processed or shipped.
Once shipped, cancellations are no longer possible, but you may return your order under this policy.
Refund Process
Processing Time: Refunds are issued within 7 business days of us receiving and approving your return.
Method: Refunds are always sent back to your original payment method.
Currency: Refunds are processed in the same currency used for your purchase (GBP, USD, or AUD).
Delayed Refunds: If you haven’t received your refund within 5 working days of confirmation, check with your bank or card provider first. If the issue persists, contact us at care@certeira.com
Return Address
All approved returns should be sent to:
Certeira
202 Ealing Road
Wembley, HA0 4QG
United Kingdom
Quick FAQ
What is the return period?
30 days from delivery.
When will I receive my refund?
Within 7 business days of us approving your return.
Do I have to pay for return shipping?
No. All eligible returns and exchanges come with a free pre-paid return label.
Can I exchange an item?
Yes. Exchanges are always accepted within 30 days for eligible products.
What if my order is damaged or incorrect?
Contact us within 7 days and we’ll arrange a free return plus a replacement or refund.
What if my package is lost?
If your order doesn’t arrive, we’ll confirm with the courier and either send a replacement or issue a refund.
This policy applies to all Certeira customers in the United Kingdom, the United States, and Australia, in accordance with applicable consumer protection laws.
Contact Us
Looking for support? Reach out and we’ll take care of you:
Email: care@certeira.com
Phone: +448004045619
Address: 202 Ealing Road, Wembley, HA0 4QG, United Kingdom
Our Support Hours (GMT – London):
Monday to Friday: 9:00am – 5:00pm
Saturday & Sunday: 10:00am – 2:00pm
Expect a response from us in less than 24 hours.
For more support, visit our Contact Us page.