Refund policy
Last Updated: 19th of August, 2026
1. Cancellation (Right of Withdrawal) – Before Shipment
• Order Cancellation: If you change your mind after placing an order, you may request a cancellation before your order has shipped. We encourage you to contact us as soon as possible at contact@venatorcommerce.com with the subject “Cancel Order [Order #]”. If the order has not yet been dispatched, we will cancel it and issue a full refund of the purchase price and any shipping fees via your original payment method. This applies to any order that has not yet been dispatched.
• If Already Shipped: If your cancellation request comes after the order has been shipped or after it has been delivered (i.e., you receive the package and then decide you no longer want it), please refer to the relevant sections below. Once an order is in transit, we generally cannot intercept it to cancel delivery, but you may still refuse the delivery or contact us afterward per this policy.
2. 30-Day Return Period (Change of Mind)
We offer a 30-Day Money Back Guarantee for our products. If for any reason you are not satisfied or simply changed your mind, you can request a refund within 30 days from the date of delivery. This policy applies to customers worldwide, so it extends beyond the minimum 14-day EU right of withdrawal.
Conditions for 30-Day Returns:
• Sealed and Unopened (our main condition): The Ceyla hair growth shampoo bar is a personal care product sealed for hygiene reasons. Once its wrapper or seal has been opened, it cannot be returned to stock or sold to anyone else, so we cannot physically accept it back. To send a product back to us, it must be unopened with its factory seal intact.
• If You Have Already Opened It: Please do not ship opened product back to us. You are still covered by the 30-Day Money Back Guarantee — simply email contact@venatorcommerce.com within 30 days of delivery and we will process your refund without requiring a return. This is a deliberately more generous approach than the law requires (see Section 8).
• Include the original outer packaging where possible. If you have discarded the outer packaging, please ensure the sealed product is safely packed for the return journey. Missing non-essential outer packaging won’t necessarily void your return, but may reduce the refund if it causes a loss in the value of what comes back to us.
• You must initiate the return within 30 days of receiving the product (delivery date as per tracking). “Initiate” means contacting us to obtain return authorization (or simply sending an unopened item back with a clear statement inside; for EU withdrawals you can use the standard form). We strongly recommend you contact us first for a smooth process.
How to Initiate a Return:
1. Contact Us: Email contact@venatorcommerce.com with your order number, the item(s) concerned, whether the pack is still sealed, and the reason (optional, but feedback is appreciated to improve our products). For EU/UK customers exercising the statutory withdrawal, stating “I wish to withdraw from the contract” is sufficient.
2. Receive Return Instructions: We will respond with a Return Merchandise Authorization (RMA) number and, if a physical return is needed, the return address (as listed above). We may also provide a pre-paid return shipping label in certain cases (damaged, unsealed-on-arrival or incorrect items, or special promotions). Typically, for change-of-mind returns of sealed product, the customer covers return shipping (see “Return Shipping Costs” below). Where the pack has already been opened, we will simply confirm your refund — there is nothing to ship.
3. Pack and Ship: Securely package the sealed item. Write the RMA number on the outside of the package or include it inside. Ship using a trackable method to the address provided. We recommend obtaining proof of postage.
4. Notify & Track: Email us the tracking number so we can also monitor the return.
5. Inspection and Refund: Once we receive the returned item, we will check its condition and process your refund (or exchange) accordingly. We aim to complete this within 5-7 business days of receipt. Refunds that do not require a physical return are processed as soon as we have confirmed your order.
3. Return Shipping Costs and Method
• Change of Mind (Customer pays): If you are sending back a sealed item because you changed your mind, found it cheaper elsewhere, ordered the wrong item, etc., you will be responsible for the return shipping cost. You may choose any reliable carrier; we advise using one with tracking and insurance for the value of the item, as you are responsible for the product until it reaches us. If you’d prefer, we can assist by providing a return label and deducting the shipping cost from your refund – let us know if you want this option and we’ll inform you of the cost.
• Damaged, Unsealed on Arrival or Wrong Item (We pay): If your order arrives damaged or crushed, with a broken or missing seal, or is a different item from what you ordered, we will cover any return shipping. We may provide a prepaid return label (for certain countries we have that capability) or ask you to ship via standard mail and reimburse the cost. In many cases — particularly where the seal is compromised and the product can no longer be sold — we will not ask for the item back at all, and will instead send a replacement or issue a refund directly. We’ll communicate with you based on the situation.
• Refused Delivery: If you refuse delivery of the package and it is returned to us, we will treat it as a return. For change-of-mind refusals, you might be responsible for the return portion of shipping (as carriers charge return postage in such cases). However, we will not impose any additional restocking fee and will refund the product price when it arrives back. For refusal due to obvious damage in transit, we cover it as a carrier issue (no cost to you; see Shipping Policy on damaged parcels).
• Return Address: As mentioned, returns are processed at our returns facility in China. The address is: Paysafe LLC – Returns, Floor 1, Unit 3, Building 12, Wuxiye District 2, Futang Town, Yiwu City, Zhejiang Province, China. Please ensure this is clearly written on the package. If you’re in the USA/EU and this is international, we understand shipping can be a bit costly; we’re exploring local return options in the future, but return shipping costs vary by destination and service. Keep your postage receipt in case of reimbursement situations. Before paying to ship anything, please check with us first — in a great many cases we do not need the product back.
4. Condition and Inspection of Returns
When we receive your return, our team will check its condition:
• If the pack arrives back sealed, unopened and in resaleable condition, we will issue a full refund of your purchase price (minus any original shipping fee if that is not refundable – see below about original shipping).
• If the outer packaging is damaged, or units are missing from a multi-pack, we reserve the right to deduct an amount from your refund reflecting the diminished value of what we received. We will be fair and transparent about this deduction: you will receive an email detailing any issues found and the amount deducted. We prefer not to deduct if avoidable, so please keep the product sealed and stored normally until you’re sure you want to keep it.
• If an item arrives back to us opened, unsealed, used, tampered with or repackaged, we cannot return it to saleable stock, and for health and safety reasons we will not send it back out to you or to anyone else — we dispose of it responsibly. That does not by itself cost you your money: if your request falls within the 30-Day Money Back Guarantee or a statutory right, we will still process your refund without the goods. We will always contact you rather than quietly deny a claim.
For damaged, unsealed-on-arrival or wrong items, our inspection is just to confirm the issue you reported (for example, checking the condition of the seal and the outer packaging). You will receive a full refund or replacement as chosen, provided our inspection aligns with the reported problem. (If we find the product is in fact intact and correctly supplied, we’ll get in touch to clarify and decide how to proceed — we won’t arbitrarily deny a return, but we might treat it as a normal change-of-mind return if the pack is still sealed.)
5. Refund Process
Once your refund is approved, we will process the refund or exchange:
• Refund: We will issue the refund to the original payment method used for the purchase. If you paid by credit/debit card, the refund will go back to that card. If PayPal, back to your PayPal account, etc. Please note that it can take a few business days for the credit to appear on your statement, depending on the bank or payment provider. We will email you a confirmation when the refund is processed on our end. If you used a gift card or store credit to purchase, we will reissue store credit.
• Original Shipping Fee: If your order included a separate shipping charge, here’s how we handle it:
o For full order returns (the whole order comes back, or the whole order is refunded): In compliance with EU regulations for consumer withdrawals, we will also refund the original shipping fee you paid up to the cost of our standard shipping option. Our standard option is Tracked Shipping (11-21 Business Days) at $0.00, so if you upgraded to Expressed Tracked Shipping (3-7 Business Days) at $4.73, we refund the standard cost only and the $4.73 upgrade is not refunded — unless the return is due to our error, in which case we refund it in full. For non-EU customers, we generally follow the same practice as a courtesy.
o For partial returns (you keep some items and return or refund others): Original shipping is usually not refunded, since we did ship part of the order to you as desired. Because we charge a flat shipping rate rather than pricing by item or weight, typically the shipping fee is considered earned if any part of the order was delivered successfully.
• Restocking Fees: We do not charge restocking fees for returns that meet our policy conditions. The only deductions from refunds would be for missing / damaged value as discussed, or unpaid return shipping costs that we covered on your behalf (e.g., you used our label and we need to subtract that amount).
• Exchange: If you requested an exchange (e.g., a different product) and we have agreed, we will ship the replacement to you once your claim is confirmed — for sealed returns, once the item is received and checked. We will not charge additional shipping for sending the exchange (except if it’s a significantly different item that changes shipping cost, but we’ll discuss that). If the exchange item is of a different value:
o If it’s higher-priced, we’ll arrange payment for the difference before shipping the exchange.
o If it’s lower-priced, we can refund the difference or issue store credit for the difference, as you prefer.
o Exchange shipments follow the same delivery times and tracking process as a new order (we’ll provide details on dispatch).
6. Exceptions to the Return Policy
While we aim to be flexible, some items cannot be sent back to us:
• Opened, Unsealed or Used Product (the main rule): Our product is a personal care item, sealed at the point of manufacture for hygiene reasons. Once that seal is broken we cannot accept the item back, restock it, or supply it to another customer under any circumstances — it is a personal hygiene product, not something that can be inspected and put back on the shelf. This mirrors EU and UK consumer law, which exempts goods sealed for health protection or hygiene reasons, and unsealed after delivery, from the right of withdrawal. Important: this exception is about the goods travelling back to us, not about your money. Within 30 days of delivery, the 30-Day Money Back Guarantee still applies to opened product — we simply refund you without asking for a return.
• Gift Cards: If we offer gift cards, those are final sale and not redeemable for cash unless required by law (though the recipient can use them to purchase products which then fall under this return policy).
• Clearance or “As-Is” Items: If any product is sold explicitly as “Clearance”, “Final Sale”, or “As-Is” (meaning it’s heavily discounted and we’ve noted no returns), then it may not be eligible for return for change of mind, except where a statutory right of withdrawal or other mandatory consumer right applies to you. Naturally, if such an item reaches you damaged, or with its seal broken or missing, we will address that – we won’t leave a customer holding a product they cannot use.
Any such exceptions will be clearly communicated on the product page or at the point of sale, so you won’t be caught by surprise.
7. Damaged, Unsealed or Incorrect Products
This section overlaps with our quality guarantee from the Terms, but to reiterate:
If your order arrives damaged or crushed, with a broken or missing seal, or is not what you ordered, through no fault of your own, you have the right to a replacement or a refund. Within 30 days of delivery, that choice is yours under our 30-Day Money Back Guarantee. After 30 days, contact us and we will honour any applicable statutory rights, including the 2-year EU legal guarantee where it applies. In addition, the product is covered by our voluntary 1.5-Year Warranty against manufacturing defects: if a manufacturing defect appears within 18 months of delivery, contact us and we will replace the product or refund you. Because a personal care product of this kind cannot be repaired, the remedy in every case is a replacement or your money back — never a repair. We will cover all shipping costs in such cases.
For minor issues — for example one damaged pack within a larger order — we may simply send a replacement or refund that portion without asking you to send anything back, which is faster for everyone. Please do not use a product that reached you damaged or with the seal broken; let us know and dispose of it, and we will make it right.
If a fault is confirmed and you prefer a refund rather than a replacement, we will provide that (the refund may be full or, if you had the product for a long period and used a substantial part of it, possibly a partial refund as appropriate under local laws; but generally, within a reasonable time of purchase, a full refund for a significant fault is appropriate).
8. Process for EU/UK Consumers (Summary of Statutory Rights)
EU and UK consumers have certain statutory rights which we fully adhere to:
• You have a 14-day right to withdraw from an online purchase (as detailed above, and we extended it to 30 days).
• If you exercise that right, we refund you within 14 days of being informed, but we can wait to refund until we have the goods back or proof of return shipping (we typically do wait for sealed goods or proof). Where the goods are sealed items you have already opened, we do not ask for them back at all and refund without a return.
• You must send sealed goods back within 14 days of notifying withdrawal, at your cost (unless we agreed to cover it). We will refund the original delivery charge as well (standard method).
• You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the goods. For a sealed personal care product, essentially the only handling that reduces value is breaking the seal.
• EU and UK law exempts goods that are sealed for health protection or hygiene reasons, and were unsealed after delivery, from the statutory right of withdrawal. Our 30-Day Money Back Guarantee deliberately goes further than this: within 30 days we refund opened product too, without a return.
• Separate from the above, you have at least a 2-year legal guarantee for any lack of conformity (defective product) that was present at delivery (or that manifests later within that period without misuse). During that period you can request a free remedy — for a product of this kind repair is not possible, so the remedy is replacement — and if replacement is impossible or disproportionate, a refund or price reduction. Our policy, as noted, aligns with this (we voluntarily add the 30-Day Money Back Guarantee on top, and beyond that, follow the law).
• Our returns and refunds policy does not affect these legal rights; it is intended to implement them and even exceed them in some respects (like the extended period, global coverage, and refunding opened product).
9. Refund Timeline and Customer Support
We strive to handle returns quickly:
• Where no physical return is needed (opened product, or claims we settle directly), we aim to approve and issue your refund within 5 business days of your email.
• Where a sealed item is shipped back to us, it usually takes 7-21 days to reach us (depending on your location and shipping method).
• After arrival, we aim to check the item and issue the refund within 5-7 business days.
• After refund issued, your bank/card may take 2-7 days to post it.
• Overall, you can expect the whole process to take perhaps 2-4 weeks where an item ships back to us, and considerably less where it does not. We appreciate your patience. We will keep you updated via email at key steps (when we receive the return, when we issue the refund, etc.).
If you have not received your refund and it’s been longer than stated, please:
• Check your bank or PayPal account again (sometimes it shows up a few days later).
• Contact your credit card company or bank; sometimes there is a processing delay on their side.
• If you still have issues, email us and we will trace the refund transaction (we can provide ARN for card refunds if needed for your bank to trace).
10. Contact for Returns
For any questions or to initiate a return, you can reach our returns department at:
• Email: contact@venatorcommerce.com (mention “Return” or “Refund” in the subject for quicker routing)
• Address: (if you need to mail us or include in return) Paysafe LLC – Returns, Floor 1, Unit 3, Building 12, Wuxiye District 2, Futang Town, Yiwu City, Zhejiang Province, China.
Our customer service team will guide you through the process. We are dedicated to ensuring a smooth and fair resolution for any return or refund situation.
11. Additional Notes
• Fraud Prevention: We reserve the right to decline a return or refund in cases of suspected fraud or abuse of the policy. For example, if someone is found to be repeatedly ordering and claiming refunds order after order, or sending back items that are not our product, we will address that appropriately. This is to protect us and honest customers. Such cases are rare, and we will always communicate with the customer in question to resolve any discrepancy.
• Policy Changes: This Return and Refund Policy may be updated occasionally (for example, if we add new product categories or adjust for new laws). The effective date will always be noted. However, your purchase is covered by the policy version in effect at the time of your order, unless a change is required by law (in which case the improved legal requirement applies retroactively if mandated).
• Language: This policy is provided in English. If you need help understanding any part of it or require it in another language, please reach out. We intend to be transparent and avoid legalese; if something is not clear, we’ll happily clarify.