Return Policy

At CellEra, we are committed to ensuring customer satisfaction by offering a transparent and fair returns process. Please review the guidelines below to understand our policy.

Return Goods Policy

We reserve the right to reject any return that does not comply with the terms of this policy. All standard saleable products may be returned for credit subject to CellEra’s return approval.

• Customers must notify CellEra of a return request within 30 days of receiving the shipment.
• Requests can be submitted via email to orders@cellerallc.com.
• Customers are responsible for return freight costs and a 20% restocking fee, except as noted under Goods Received in Error or Damaged Goods.

Non-Returnable Items

The following items are not eligible for return:

1. Products purchased over 30 days prior to the return request.
2. Expired products or products within 6 months of the expiration date.
3. Discontinued, divested, or non-listed products.
4. Used, unsalable, or opened products.
5. Products not in their original packaging (i.e., unopened full cases).
6. Products not purchased directly from CellEra.
7. Products without prior return authorization from CellEra.

Return Authorization Process

1. Contact orders@cellerallc.com to request return authorization.
2. Include your order number, product details, and reason for return in your request.
3. Upon approval, a Return Authorization (RA) number will be issued.
4. Ship the product back to:
   CellEra Returns
   1045 Reed Rd, Unit C
   Monroe, OH 45050

Refunds

• Refunds or credits are issued after the product is inspected and approved by CellEra.
• Credits will exclude any discounts applied to the original invoice, as well as the restocking fee.
• Customers must contact accountspayable@cellerallc.com to confirm the exact credit amount before using it.

Goods Received in Error

If products are shipped in error by CellEra:

• Customers must notify CellEra within 72 hours of receipt.
• CellEra will arrange and cover return shipping.
• No restocking fees will be applied, provided the items are returned in “as shipped” condition.

Damaged Goods Policy

If products arrive damaged:

• Customers must notify CellEra within 72 hours of delivery at orders@cellerallc.com.
• Include photos of the damaged items with your notification.
• After 72 hours, the delivery will be deemed acceptable as received, and no returns for damage will be accepted.

Exchanges

• Exchanges are subject to approval and product availability.
• Follow the return authorization process to request an exchange.

Contact Us

For any questions or concerns about our returns policy, please contact us:

• Email: orders@cellerallc.com
• Phone: (800) 892-2391

We appreciate your business and look forward to serving you with the best care and service!