Refund policy

Returns

There is a very limited window where we may be able to cancel your order prior to dispatch. If you would like to cancel your order, please contact our support team right away.

For Ready to Ship items, please contact hello@ceraudo.com to cancel your order. Please return items in their original, unused condition for a full refund (excluding our shipping costs). 

We can arrange for the item to be collected, or you’re welcome to send it back to us. We recommend that you insure the return shipment if you are sending the item back, as you will be liable for any damage to the goods until we receive them. We also recommend that you use a secure, trackable shipper and retain proof of sending. 

For Made to Order items (upholstery, lacquer or wallpaper), you may cancel your order up to 48 hours after placing your order. After this, we are unable to offer refunds for made-to-order items beyond the 48 hours after placing your order. For any items that arrived damaged we can issue a full refund, however, please contact our support team within 14 days of the items delivery.  Please include as much photographic evidence as possible for damage to the package and the item – this way we can investigate the cause quickly and find a resolution for you. Please report any visible damage to the outer packaging to the drivers immediately.

We encourage all customers to order samples prior to ordering any Made to Order products to ensure the finish is as desired.

Refunds

All refunds will be credited to the original payment method. If you paid by credit card, a refund may take up to 10 business days for your bank to complete. Processing times can vary between card issuers and unfortunately we are unable to influence this.

Please note that the original shipping costs will only be refunded on items that are incorrect or faulty. In addition, full refunds will be made only on items returned within 14 days in their original condition and using the original packaging to ensure safe transit. We will contact you if we have any queries regarding your return.

Accepting Your Delivery

Please ensure you thoroughly check your items for any damage at the point of delivery, if this is impossible then please sign for them as ‘Not Seen’.

Once goods are accepted from the courier and signed for, no responsibility can be taken by Ceraudo Ltd. for any loss or damage. In the unusual event that your item arrives damaged, please contact us on hello@ceraudo.com. NB: All goods must be signed for by an adult aged 18 or over on delivery.

Damaged Deliveries

We do our best to ensure that our products are wrapped sufficiently to survive its journey to you but we do have to rely on third party companies to deliver your goods to you and breakages unfortunately can happen from time to time.

If you receive a damaged item from us, please accept our apologies for any inconvenience this may cause you. Please contact us immediately to inform us, quoting your order number and ideally with a photo of the damage. We will organise a collection and organise a replacement as soon as possible.

Brexit & General Supply Chain IssuesDispatch dates on our made-to-order and preorder products may be delayed beyond the date that we specified on the website at the time of purchase. Unexpected material delays or shipping issues can impact your order. Our furniture is shipped from our workshop in Portugal to your country, and while this is usually a smooth process, occasionally there can be delays with shipping and customs clearance. We apologise for any inconvenience caused, but please be assured that we are working hard to get orders out as soon as possible. We will be in touch via email immediately if your order has been affected. If a delivery is not made within the expected timeframe, you will not automatically be eligible for a refund. We will aim to deliver within a reasonable time, however if you wish to discuss a cancellation or refund for a delayed delivery, please email us at hello@ceraudo.com.  We will consider your request in accordance with the Consumer Contracts Regulations 2013.

Payment Options

We use the online payment gateway Stripe. Stripe has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI). Stripe adhere to the most stringent levels of security, ensuring that your details remain secure throughout the transaction process.We also accept payment with PayPal.