Refund policy
Last updated: September 17, 2026
Our 30-Day Money-Back Guarantee
We believe in every product we make, including the Deep Lash™ Mascara. If you are not happy with your results at any point within 30 days of delivery, email us and we will work out the right solution with you. Depending on your situation, that means a free replacement, a partial refund with nothing to send back, or a full refund once the product is returned to us. No interrogation. Just tell us what did not work.
This guarantee applies to every country we ship to.
Returns Are at Your Own Expense
If you choose to send a product back, or if we ask you to return one, return shipping is at your own expense. We do not issue prepaid return labels, and the original shipping charge is not refunded.
Email contact@tryceyna.com before sending anything back. We will confirm the return address. Parcels returned without prior approval cannot be processed. We recommend a tracked service, as we can only issue the refund once the item reaches us.
This does not apply to items that arrive damaged, defective, or incorrectly shipped. In those cases we cover everything and nothing needs to be sent back. See the sections below.
How the Guarantee Works
You have 30 days from the delivery date to request a refund. To qualify:
- You purchased directly from tryceyna.com (orders from third-party retailers or resellers are not covered).
- You email us at contact@tryceyna.com with your order number before the 30-day window closes.
Bundle and multi-unit offers (for example "Buy 1 Get 1" or "Buy 2 Get 2") are treated as a single order: the guarantee covers the full amount you paid for that order.
How to Request a Refund
- Email contact@tryceyna.com from the email address used on your order.
- Include your order number (you will find it in your confirmation email, starting with #).
- One short sentence on what did not work for you is appreciated but not required. We use it to improve.
Once approved, your refund is processed back to your original payment method, in the currency of your purchase, within 5 to 10 business days. Your bank may take an additional 3 to 5 business days to post the credit. For international cards, the refunded amount in your local currency may differ slightly due to exchange-rate movements between purchase and refund. This is determined by your card issuer, not by us.
Damaged or Defective Items
If your order arrives damaged, leaking, or with a manufacturing defect, contact us within 7 days of delivery with a photo of the issue. We will send a free replacement or issue a full refund, your choice. No need to ship anything back.
Wrong Item Received
If we shipped you the wrong product, we will send the correct item at no cost and you keep the original. Just email us within 7 days with your order number and a photo.
What's Not Covered
- Refund requests made more than 30 days after delivery.
- Products purchased through unauthorized third-party sellers, marketplaces, or resellers.
- Bulk or wholesale orders (separate terms apply, contact us).
- Repeat guarantee claims across multiple orders of the same product. The guarantee is intended to let you try a product risk-free once, not to cover ongoing free use. (Your statutory rights for faulty products always remain unaffected.)
Cancellations
Orders can be cancelled within 12 hours of placement for a full refund, provided the order has not yet entered fulfillment. After that window, the order ships and the 30-day guarantee applies from delivery.
A Note Before You Call Your Bank
If anything about your order is not right, please contact us first. We resolve almost every issue within one business day, usually faster than a payment dispute. We are real people and we would rather just fix it.
Your Statutory Rights
This policy is in addition to, and never limits, your rights under applicable consumer protection law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 (United Kingdom), the Australian Consumer Law, the Consumer Guarantees Act 1993 (New Zealand), and applicable federal and provincial consumer protection legislation (Canada). Where local law gives you a right to cancel a distance purchase (for example the UK's 14-day cancellation right), our 30-day guarantee goes further than that minimum.
Contact Us
CEYNA is operated by Tarvenna LLC, a Wyoming-registered company.
30 N Gould St, Suite R, Sheridan, WY 82801, United States
Email: contact@tryceyna.com
Customer support: Monday to Friday, 9:00 AM to 5:00 PM EST
Response time: under 24 hours on business days