Last Updated: June 15, 2026
At Ceuza, we want every customer to receive products in excellent condition. While rare, shipping damage or manufacturing defects can occur. This policy explains what to do if your item arrives damaged and how we handle replacements or resolutions.
If Your Item Arrives Damaged
If you receive a product that is damaged, defective, or broken upon arrival, please contact our support team within 7 days of delivery.
To help us resolve your case quickly, please include:
- Your order number
- Clear photos or video showing the damage or defect
- Photos of the outer packaging, if damaged
- A brief description of the issue
Once verified, we will offer a replacement, store credit, refund, or another appropriate resolution depending on the circumstances.
Email: support@ceuza.com
Replacements & Solutions
After a damage claim has been approved, we may:
- ✔ Replace the item at no additional cost
- ✔ Offer store credit
- ✔ Offer a partial or full refund, where appropriate
Replacement orders are shipped using the same shipping method as the original order.
We may not require the damaged item to be returned unless specifically requested by our support team.
Conditions for Damage Claims
A damage claim may be declined if:
- More than 7 days have passed since delivery without reporting the issue.
- The product was used, altered, or damaged after delivery.
- Insufficient proof of damage is provided.
- The damage is cosmetic only and does not affect the product's functionality (such as minor scuffs or packaging dents).
We strive to handle every claim fairly while protecting against misuse and fraudulent claims.
Damages Caused After Delivery
Ceuza is not responsible for damage resulting from:
- Improper use or handling by the customer.
- Accidents, drops, misuse, or normal wear and tear.
- Exposure to water, moisture, heat, or environmental conditions when not intended.
- Unauthorized repairs, modifications, or alterations.
Damage occurring after delivery does not qualify for a free replacement.
Damages During Shipping
If your item was damaged during transit, we will assist in filing a carrier claim and/or arrange a replacement where appropriate.
You must notify us within 7 days of delivery so we can collect the necessary documentation and work with the shipping carrier.
Packaging Damage vs. Product Damage
- Packaging damaged but product is undamaged: Not eligible for replacement.
- Product itself damaged: Eligible for review with supporting evidence.
Missing or Incorrect Items
If your order contains missing or incorrect items, please contact us within 7 days of delivery and provide:
- Your order number
- Photos of the items received
- A description of what is missing or incorrect
We will review the issue and correct the order as quickly as possible.
Damages & Refund Eligibility
Approved damage claims may qualify for a replacement, store credit, or refund in accordance with our Refund Policy. Refunds are processed only after review and approval of the claim.
We're Here to Help
Store Name:
Ceuza
Customer Support Hours:
Monday – Sunday | 8:00 AM – 6:00 PM EST
Email:
support@ceuza.com
Phone:
+1 (813) 641-4391
Address:
3908 Saddle Ridge St, Valrico, FL 33596, United States
(Address available only for administrative correspondence and product returns. No physical point of sale at this address.)
We will answer the phone and reply to emails within 12 hours during business days.