Return Refund & Cancellation Policy
More than anything we want you to be happy with your purchase! If something doesn’t look or feel right, please email us at hello@certificure.com and we’ll sort it out!
Also please be informed that placing an order means that you accept all the terms mentioned below
Cancellation Or Modification
If you change your mind about your purchase, please send us an email at hello@certificure.com, providing your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only able to be canceled or modified within 2 hours after purchase. Then the order is locked for processing and can no longer be canceled.
Please be informed that:
- We are not guaranteed to deliver your order in a timely manner if your order needs design modification as it will take much longer to modify your design
- Personalized orders are locked for processing right after the order is complete so it is impossible to make any adjustments. Please double-check all details before completing the order.
Important: For security and verification purposes, we can only process cancellation or modification requests submitted from the same email address provided when placing the order. If you contact us using a different email, we may be unable to verify your identity or locate the correct order, and therefore cannot take responsibility for any unprocessed requests. Please make sure to use your original order email when reaching out to us.
Replacement & Refund
Our policy lasts 07 days. If 07 days have gone by since your delivery date, unfortunately, we can’t offer you a refund or exchange.
Due to hygiene reasons and the made-to-order nature of our products, we do not offer full refunds or exchanges unless:
- The item received is damaged due to factory or carrier issues.
- The item is incorrect.
- The item is defective.
Slight variations in product packaging (such as color tone, print alignment, or material texture) may occur due to production processes.
A difference of up to 20% in packaging appearance compared to advertised images is considered normal and not a product defect.
In other cases, partial refunds (excluding shipping fees) may be offered.
To file a claim, please email hello@certificure.com with:
- Your order number.
- Video/photo of the defective product and the shipping label.
Our team will review your claim, and if eligible, we will offer a replacement or refund.
At CertifiCure, we strive to make sure every customer is happy with their purchase. Because our products are made to order and international shipping costs are significant, we typically cannot accept returns. That said, in certain exceptional cases, we may authorize a return to our designated address: #98 XIAO XING ADV HAI'AN CITY, NANTONG, JIANGSU 226600, China, Attn: Ruan Hong, Tel: 1 896 2804 4532.
The sender address printed on your package is an intermediary logistics facility and is not our official return address. Any items returned to this address will not be our responsibility, and we will not be able to process your return. To ensure your return is handled correctly, please contact us first at hello@certificure.com to receive the proper return instructions and authorized return address.
Wrong Address Disclaimer
We are not responsible if your order gets delivered to the wrong address or returned to the sender (as all of the items would be destroyed right after they come back to the manufacturer's warehouse) for orders shipped to the wrong address due to a customer inputting the incorrect address.
Please be noted that replacements for these cases will not be free of charge so please be extremely careful when entering your shipping address.
Late Or Missing Refunds (If Applicable)
Refunds can take 5-10 business days to process, depending on your bank. If you have not received your refund within this timeframe:
- Check with your bank or credit card company, as processing times may vary.
- If the issue persists, please contact us at hello@certificure.com, and we will assist you.