Refund policy
90-Day Return Policy for Unopened Products
CINAVERA accepts returns of unopened and unused products within 90 days of delivery.
To be eligible for a return, the product must remain in its original sealed condition and must not show any signs of use, opening, damage, or tampering.
A return may be accepted only if the following requirements are met:
- Product Condition: The item must be unused, unopened, and in the same condition in which it was delivered.
- Original Packaging: The product must be returned with all original packaging, labels, inserts, boxes, pouches, and protective materials intact and undamaged.
- Proof of Purchase: You must provide a valid order confirmation, receipt, invoice, or other proof of purchase.
For health, hygiene, and product-safety reasons, opened or used CINAVERA products cannot be returned under the standard unopened-product return policy.
90-Day Satisfaction Guarantee for Opened Products
We want customers to have confidence when trying CINAVERA.
If you have opened and used your product but are not satisfied with your experience, you may be eligible for our 90-Day Satisfaction Guarantee. Under this guarantee, you are generally not required to physically return the opened product.
To qualify:
- The product must have been used consistently according to the provided instructions for at least 14 days.
- Your refund request must be submitted within 90 days of the confirmed delivery date.
- The guarantee applies to your first qualifying order only.
- A maximum of one satisfaction-guarantee refund may be issued per household.
- Refunds will not normally be approved solely on the basis of taste, flavor, texture, or other personal preferences that do not indicate a product-quality issue.
- We may ask you to provide a short explanation of your experience or feedback so that we can better understand your request and improve our products and service.
To submit a request under the 90-Day Satisfaction Guarantee, please contact info@cinavera.com.
Order Cancellations
Orders may be cancelled within 3 hours of purchase.
After this period, your order may automatically enter our fulfillment and shipping process. Once processing has begun, we may no longer be able to stop or cancel the shipment.
If your order has already entered fulfillment and cannot be cancelled, you may still request a return after delivery, provided the applicable return requirements described in this policy are satisfied.
Free Gifts, Bonus Products & Promotional Items
Complimentary gifts, promotional products, bonus items, and certain post-purchase offers are subject to separate conditions.
- Free promotional products are not eligible for an individual refund or exchange.
- Post-purchase offers provided at special or heavily reduced promotional prices are considered final sale unless otherwise required by applicable law.
- If a paid product is returned and that purchase included a free promotional item, the complimentary item may also need to be returned in unused condition.
- If the qualifying free item is not returned when required, its stated value may be deducted from the amount refunded.
Shipping Costs
Original shipping, handling, and fulfillment charges are generally non-refundable because these costs are incurred when your order is prepared and dispatched.
If you refuse a shipment at the time of delivery without first arranging the return with us, we reserve the right to deduct a 15% restocking and handling fee from the refund amount.
This may also apply to orders that originally qualified for free shipping because CINAVERA still incurs shipping, processing, and handling costs when fulfilling the order.
If you experience a delivery problem, please contact us at info@cinavera.com before refusing the shipment so that we can help resolve the issue.
By placing an order with CINAVERA, you acknowledge and agree to the conditions described in this policy, subject to any mandatory consumer rights that may apply to you.
Lost or Undelivered Orders
If your package has not arrived within the estimated delivery period, please contact info@cinavera.com.
We may initiate an investigation with the relevant shipping carrier before determining whether a replacement or refund can be issued.
Eligibility for reimbursement or replacement may depend on the result of the carrier investigation and must generally be raised within 90 days of the estimated or confirmed delivery date.
CINAVERA cannot be held responsible for delivery failures caused by inaccurate or incomplete shipping information supplied by the customer.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your product is damaged, defective, or if you receive an incorrect item, contact us as soon as possible at info@cinavera.com.
Please provide your order information and, where appropriate, photographs or other details that allow us to review the issue.
Once the matter has been assessed, we will determine the appropriate resolution, which may include a replacement, refund, or another suitable solution.
Chargebacks & Payment Disputes
If a chargeback, card dispute, PayPal dispute, or similar payment claim is currently open, CINAVERA may be unable to issue a separate refund while that dispute remains active.
We encourage customers to contact us first at info@cinavera.com so that we can attempt to resolve the issue directly.
In many cases, resolving a concern directly with our support team can be faster than proceeding through a bank or payment provider.
Subscriptions & Recurring Orders
Subscription Refund Eligibility
If your purchase includes a subscription, the 90-Day Satisfaction Guarantee applies only to the first qualifying shipment, unless otherwise stated.
Customers are responsible for managing and cancelling their subscriptions before subsequent renewal charges occur.
Subscription renewals processed after the applicable guarantee period are generally not eligible for reimbursement under the 90-Day Satisfaction Guarantee.
Failure to cancel a subscription before the next billing date does not automatically create a right to a refund.
Automatic Renewal
Subscriptions renew automatically until cancelled.
Depending on the subscription plan selected, your payment method may be charged every 30 days or according to the delivery frequency chosen during checkout.
By purchasing a subscription, you agree to recurring billing according to the selected subscription schedule until the subscription is cancelled.
Cancelling a Subscription
You may cancel your CINAVERA subscription at any time.
To avoid being charged for the next renewal, cancellation should be completed at least 24 hours before the scheduled billing date.
You may manage your subscription through your customer account or contact us at info@cinavera.com.
If a renewal charge has already been processed before your cancellation becomes effective, that charge is generally not refundable solely because the subscription was cancelled afterward.
Billing Information
Customers are responsible for keeping their payment and account information complete and accurate.
This includes maintaining valid billing details, payment information, contact information, and any other information necessary for processing recurring orders.
You may update your information through your customer account where available or by contacting info@cinavera.com.
Non-Returnable Items & Exceptions
Certain products may not be eligible for return.
This can include:
- Perishable goods
- Personalized or custom-made items
- Certain personal-care products
- Hazardous materials
- Flammable liquids or gases
- Gift cards
- Certain promotional or final-sale products
If you are unsure whether your item can be returned, contact us at info@cinavera.com before sending anything back.
Exchanges
If you would like a different item, the fastest option is generally to return the original eligible product and place a new order after your return has been approved.
This helps prevent unnecessary delays and ensures that the replacement item is available when you order it.
European Union — 14-Day Right of Withdrawal
Customers in the European Union may have a statutory right to withdraw from certain purchases within 14 days without providing a reason.
Where this right applies, the item should generally be returned in the same condition in which it was received, including all relevant packaging and accessories.
For unopened physical goods, this normally means the product must remain unused, complete, and in its original packaging.
Certain sealed goods may be excluded from the statutory right of withdrawal once opened where applicable hygiene or health-protection exceptions apply.
A receipt, order confirmation, or other proof of purchase may be required.
Your mandatory statutory rights are not limited by this return policy.
Refund Processing
Once we receive and review an eligible return or approve a refund request, we will notify you of the outcome.
Approved refunds are generally issued to the original payment method within 10 business days.
Please keep in mind that your bank, credit card provider, or payment processor may require additional time before the refunded amount appears in your account.
If more than 15 business days have passed since we confirmed that your refund was approved, please contact info@cinavera.com.
How to Start a Return or Refund Request
Before returning any product, please contact us first at:
Include your order number and a short explanation of your request.
Products returned without prior authorization or without first contacting our support team may not be accepted.
We appreciate your cooperation and thank you for choosing CINAVERA.