Return and Refund Policy

Effective Date: September 28, 2022

Thank you for choosing House of Czerlau. We take great pride in offering products of exceptional quality, and your satisfaction is our utmost priority. As part of our commitment to a seamless shopping experience, we are pleased to offer free shipping on all orders. We aim to provide a smooth and worry-free experience for our valued customers, ensuring every aspect of your purchase is handled with the utmost care. 

While we make every effort to ship orders promptly, please note that our responsibility ends once the package is in the carrier’s hands. External factors such as customs processing, carrier delays, or unforeseen circumstances beyond our control may occasionally affect delivery times, and in such cases, House of Czerlau cannot be held liable for any delays. We cannot guarantee delivery within a specific time frame, and customers are encouraged to allow for extra time in case of shipping delays.

Returns and exchanges are considered on a case-by-case basis and will only be accepted for defective products or errors made by our fulfillment team. Products must be returned in their original, unused condition, with all packaging intact. Items returned in any other condition, or without prior authorization, will not be processed and will be returned to the customer at their expense. We do not offer returns, refunds, or exchanges for any other reason, including but not limited to dissatisfaction, change of mind, or incorrect product choice. For defective products or fulfillment errors, we will cover return shipping costs, but we do not refund the original purchase amount under any circumstances. We also do not charge restocking fees for eligible returns.

To initiate a return or exchange, please contact our customer service team within fourteen (14) days of receiving your order. You will need to obtain a Return Authorization (RA) number. Unauthorized returns will not be processed, and items returned without an RA number will be refused and returned to the sender at their cost. Refunds, if granted, will be processed to the original payment method within ten (10) to fifteen (15) business days after the item is received and inspected. However, please note that no refunds or exchanges will be provided under any circumstances except for defective or incorrectly fulfilled products. Once your order has been delivered, all sales are final.

If your package is lost or damaged during transit, please notify us within seven (7) days of delivery. We will assist in investigating the matter with the carrier, but we are not responsible for any shipping damages or losses that occur once the package has been dispatched. Customers must address any shipping-related issues directly with the carrier involved.

We reserve the right to amend or update this policy at any time, and such updates will be applicable to orders placed after the updated policy’s effective date. Please take the time to review our shipping and returns policy regularly to remain informed about any changes. All orders are subject to a handling and processing period of up to thirty business days, after which an additional shipping period of up to twenty business days apply, during which time we carefully prepare and ship each order.

By placing an order with House of Czerlau, you acknowledge and accept these terms and conditions. We appreciate your understanding and cooperation as we work to provide you with the highest quality products and an exceptional shopping experience.