Return & Refund Policy

Personalized Products and Ordinary Returns

Once production of a personalized Cenario Order has begun, we do not accept ordinary returns, exchanges, or change-of-mind returns, except where required by applicable law.

Personalized formulas cannot be repurposed or resold to another customer.

This ordinary return restriction is separate from Cenario’s 60-Day Satisfaction Guarantee described below.

60-Day Satisfaction Guarantee

Your first Cenario Order is protected by our 60-Day Satisfaction Guarantee.

If you are not satisfied with your first Order, contact us at support@cenario.com within 60 calendar days from the date the Order was placed.

To review your request, we may ask for:

• your Order number
• the email address used for the Order
• a short explanation of the issue
• photos of the Product, label, packaging, or remaining Product where relevant
• other information reasonably required to evaluate the request

After reviewing your request, Cenario may offer one or more of the following resolutions:

• formula adjustment guidance
• a free adjusted replacement formula
• store credit
• a partial refund
• a full refund

Refunds are not automatic because each formula is personalized and produced specifically for the individual customer.

14-Day Usage Expectation

For claims based on lack of perceived benefit or general dissatisfaction, we may require that you have used your formula as directed for at least 14 consecutive days.

This requirement does not apply if:

• a qualified healthcare professional advises you to stop
• you suspect an adverse reaction
• you received the wrong Product
• the Product arrived damaged or defective
• another serious issue makes continued use inappropriate.

Eligibility and Exclusions

The 60-Day Satisfaction Guarantee applies only to your first Cenario Order.

It is limited to one claim per customer, household, shipping address, or payment method.

The Guarantee does not apply to:

• repeat Orders
• renewal Orders
• subscription renewals
• claims submitted more than 60 calendar days after the date the Order was placed
• misuse or failure to follow usage instructions
• suspected fraud or abuse
• multiple Guarantee claims from the same customer, household, shipping address, or payment method.

Orders Paid Through the 3-Payment Plan

The 3-Payment Plan is a payment schedule for one complete 90-day Order.

Cancelling your Membership stops future Membership renewals but does not cancel remaining payments for an Order already placed.

If Cenario approves a full refund under the 60-Day Satisfaction Guarantee:

• eligible installments already collected for that Order will be refunded; and
• any remaining unpaid installments for that Order will be cancelled.

If Cenario approves a partial refund, store credit, replacement formula, formula adjustment, or another resolution, we will confirm how that resolution affects amounts already paid and any remaining installment balance.

Damaged, Incorrect, Missing, or Defective Orders

If your Order arrives damaged, incorrect, incomplete, or defective, please contact us as soon as possible.

For damaged or incorrect Orders, please contact us within 7 days of receiving the Order and provide:

• your Order number
• a description of the issue
• clear photos of the Product and packaging where relevant

After reviewing the issue, we may arrange a replacement, correction, refund, or another appropriate resolution.

Refund Processing

Approved refunds will normally be returned to the original payment method where possible.

Processing times may vary depending on your bank or payment provider.

Shipping charges, payment processing fees, and other non-product charges may be non-refundable unless otherwise required by applicable law.

Membership Cancellation

Cancelling a Membership is separate from requesting a refund.

You may cancel Membership to prevent future 90-day renewal Orders.

Cancellation does not automatically refund an Order already placed and does not cancel remaining installments for that Order.

For information about Membership cancellation and scheduled payments, please see our Terms & Conditions.

Consumer Rights

Nothing in this Policy limits any non-waivable rights or remedies available to you under applicable consumer protection law.

Contact

For refund, Guarantee, or Order-related questions, contact:

support@cenario.com