Return & Refund Policy

60-Day Satisfaction Guarantee

We want you to feel confident trying Cenario for the first time.

If you are not satisfied with your first order, contact us at support@cenario.com within 60 days of purchase and we’ll help make it right.

The 60-Day Satisfaction Guarantee applies only to first orders and is limited to one claim per customer, household, shipping address, and payment method.

This is a satisfaction guarantee, not an automatic refund guarantee. Because Cenario formulas are personalized, we review each request individually and aim to find the most appropriate resolution based on the situation.

Depending on your request, we may offer one or more of the following:

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

Our preferred solution, where appropriate, is to help adjust or improve your formula rather than simply refund your order. This allows us to better understand what did not work for you and improve your Cenario experience.

Why ordinary returns are not possible

Cenario products are personalized ingestible supplements. For that reason, ordinary returns are generally not possible.

This is because of:

Deep personalization: Every order is custom-built based on your quiz results and formula profile, including ingredient combinations, dosages, delivery form, and packaging.

Hygiene and safety: Supplements are ingestible products. For quality control and safety reasons, returned products cannot be resold or reused.

Product integrity: Accepting ordinary returns on custom supplement formulas would compromise our quality standards and the trust of our customers.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

How to submit a guarantee request

To submit a guarantee request, contact us at support@cenario.com within 60 days of purchase.

Please include:

your order number
the email address used for the order
a short explanation of the issue
how long you used the formula
whether you used it as directed
whether the issue relates to taste, texture, side effects, lack of perceived benefit, delivery, product damage, medical advice, or another concern

We may ask you to complete a satisfaction review form so we can better understand what happened and determine the best resolution.

For formula-related concerns, we may ask you to complete an extended formula review so we can evaluate whether an adjusted replacement formula would be more appropriate than a refund.

Minimum use requirement for lack-of-benefit claims

For requests based on lack of perceived benefit, customers should have used the formula as directed for at least 14 consecutive days before submitting a guarantee request.

This requirement does not apply if:

you were advised by a qualified healthcare professional to stop using the product
you experienced a suspected adverse reaction
you received the wrong product
your product arrived damaged
the product was not delivered
another serious issue made continued use inappropriate

Product photos or return requests

Because Cenario formulas are personalized, returned products usually cannot be resold.

However, to help prevent misuse and verify guarantee requests, we may ask you to provide:

a photo of the product
a photo of the label
a photo of the remaining product
a photo of damaged packaging
return of the product, where appropriate

Failure to provide reasonably requested information may affect our ability to approve a refund, replacement, or other resolution.

When refunds may be approved

A full or partial refund may be approved where we determine that it is the most appropriate resolution.

Examples may include:

a qualified healthcare professional advised you not to use the product
you experienced a suspected adverse reaction
you received the wrong formula
your order was damaged, lost, or affected by a serious fulfillment issue
you used the formula as directed and we determine that adjustment or replacement is not an appropriate solution
another situation where we determine that a refund is fair and reasonable

Refunds are reviewed case by case and are not automatic.

When refunds may be declined

We may decline a refund, replacement, or guarantee request if:

the request is submitted more than 60 days after purchase
the order is not a first order
the request relates to a repeat order, renewal order, or subscription renewal
the customer did not use the product as directed
the product was misused
the customer refuses to provide reasonably requested information
the request appears fraudulent, abusive, or dishonest
multiple claims are submitted by the same customer, household, shipping address, or payment method
the issue is based only on change of mind, price regret, or finding another product elsewhere

Damaged, incorrect, or missing orders

If your order arrives damaged, incorrect, or does not arrive, contact us at support@cenario.com as soon as possible.

For damaged or incorrect products, please contact us within 7 days of receiving your order.

Please include:

your order number
a description of the issue
clear photo documentation of the product, label, packaging, or shipping materials

If we confirm that your order was damaged, incorrect, lost, or affected by a fulfillment error, we may offer a replacement, adjusted formula, store credit, partial refund, or full refund depending on the situation.

Shipping fees, taxes, duties, and payment fees

Original shipping charges, duties, and payment processing fees are generally non-refundable.

Taxes may be refunded where applicable based on the refunded amount and applicable law or payment processor rules.

If a refund is approved, it will usually be returned to the original payment method.

If your order was paid through Klarna, Afterpay, or another buy-now-pay-later provider, the refund will be processed through the original payment method or payment provider where possible. Any remaining installment obligations may be subject to that provider’s terms.

Health and safety disclaimer

Cenario supplements are formulated to support general mental well-being and are not intended to diagnose, treat, cure, or prevent any disease.

The 60-Day Satisfaction Guarantee is a satisfaction guarantee only. It does not guarantee any specific health outcome, symptom improvement, medical result, or treatment effect.

If you are pregnant, breastfeeding, taking medication, managing a medical condition, or have concerns about whether a supplement is appropriate for you, consult a qualified healthcare professional before use.

If you experience a suspected adverse reaction, stop using the product and consult a qualified healthcare professional.