Product Support & Warranty
At CEXLIRAY, we are committed to providing thoughtfully formulated skincare products and a reliable support experience for every customer.
Our skincare products are developed with a focus on combining botanical ingredients with science-focused skincare principles. Designed to support daily hydration, skin nourishment, radiance, and the appearance of healthy-looking skin, our products are carefully selected and inspected before shipment. If your product arrives damaged, defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer support team will work with you to provide an appropriate solution.
90-Day Limited Warranty
Most CEXLIRAY products purchased through cexliray.com are covered by a 90-day limited warranty, beginning from the date your order is delivered.
This warranty applies to eligible manufacturing defects or product-related issues that occur during normal intended use.
Depending on the circumstances, we may provide:
- A replacement product
- A replacement component or accessory, where available
- Store credit
- A refund, where appropriate
The specific solution will depend on the nature of the issue, product availability, and the circumstances of the warranty claim.
What Is Covered
Our limited warranty may cover issues such as:
Manufacturing Defects
Defects in materials or workmanship that affect the product's packaging, container, dispensing mechanism, or normal intended functionality.
Packaging and Dispensing Issues
Eligible issues involving:
- Defective bottles, jars, or containers
- Faulty pumps, caps, or dispensing mechanisms
- Leaking products caused by a manufacturing or packaging defect
- Damaged seals or closures upon arrival
- Packaging components that prevent normal product use
Such issues must arise during normal intended use and must not result from misuse, improper storage, or external damage.
Product Quality Issues
Qualifying manufacturing or quality issues that affect the product's expected condition upon arrival may be eligible for review. Each claim will be assessed individually based on the reported issue and available supporting information.
Products Damaged on Arrival
Items that arrive broken, damaged, defective, leaking, or unusable due to shipping or handling may be eligible for warranty assistance.
What Is Not Covered
The warranty does not cover damage or issues caused by:
- Accidental drops, impacts, cracks, or breakage
- Improper storage or handling
- Use outside the product's intended purpose
- Exposure to excessive heat, direct sunlight, moisture, or unsuitable storage conditions
- Contamination caused by improper handling or use
- Normal changes in product appearance or packaging resulting from regular use
- Cosmetic changes to packaging that do not affect normal product use
- Unauthorized repairs, modifications, or alterations to packaging or dispensing components
- Damage caused by improper cleaning or maintenance
- Loss or theft
- Damage occurring after the applicable warranty period
- Individual skincare preferences or dissatisfaction with cosmetic results
- Skin reactions or sensitivities that are not attributable to a confirmed manufacturing defect
Minor variations in color, texture, scent, or appearance may occur due to ingredient characteristics or normal product variation. Such variations are not necessarily defects when the product remains within its applicable quality specifications.
Skincare results may vary depending on individual skin type, condition, routine, and other factors. The warranty does not guarantee specific skincare results, including a particular level of hydration, brightening, skin repair, or reduction in the appearance of early signs of aging.
Damaged or Defective Items
If your CEXLIRAY product arrives damaged, defective, leaking, or with missing components, please contact us as soon as possible after delivery.
To help us review your request quickly, please provide:
- Your order number
- Your full name and email address
- A brief description of the issue
- Clear photos showing the problem
- A short video demonstrating the issue, where possible
- Photos of the packaging if the item was damaged during shipping
Please keep the original product and packaging until our customer service team has reviewed your request. If the product appears contaminated, has an unusual odor, or shows signs of a possible quality issue, discontinue use while the matter is being reviewed.
How to Make a Warranty Claim
To submit a warranty claim, contact our customer service team through the contact information listed on our website.
Please include:
- Order number
- Product name
- Description of the issue
- Supporting photos or videos
Our team will normally review your request and respond within 24–48 business hours.
Additional information may be requested if necessary to confirm the issue and determine the appropriate solution.
Replacement Products
If a replacement is approved, we will make reasonable efforts to provide the same product.
If the original product is unavailable, we may offer:
- A comparable replacement product
- A replacement component or packaging item, where available
- Store credit
- Another appropriate solution
Replacement availability may vary depending on current inventory.
Refunds
Warranty approval does not automatically guarantee a cash refund.
Refund eligibility is determined according to the nature of the issue and our applicable Return & Refund Policy.
When a refund is approved, it will normally be issued to the original payment method.
Processing times may vary depending on your bank or payment provider.
Returns and Warranty Are Different
Our Return & Refund Policy applies when you wish to return an eligible purchase within the applicable return period.
Our Limited Warranty applies to qualifying manufacturing defects and product-related issues covered by this policy.
Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.
Shipping Damage
If your package appears damaged when delivered, we recommend taking photos of the package before opening it.
If the product inside is damaged, please contact our customer service team and provide photographs of:
- The outer packaging
- The shipping label
- The damaged product
- Any damaged internal packaging
This information helps us review your request more efficiently.
Product Care
To help maintain your CEXLIRAY skincare products in good condition:
- Follow all product instructions provided on the packaging.
- Use each product only for its intended purpose.
- Keep containers properly closed when not in use.
- Store products according to the instructions on the packaging.
- Avoid unnecessary exposure to excessive heat, direct sunlight, or unsuitable environments.
- Use clean hands when handling skincare products, where applicable.
- Avoid introducing water or other substances into product containers.
- Do not use products beyond their stated expiration date or recommended period after opening, where indicated.
- Discontinue use if a product shows signs of unexpected changes or causes irritation, and seek appropriate professional advice if needed.
Improper handling, storage, or use may affect warranty eligibility.
Consumer Rights
This limited warranty is provided in addition to any rights you may have under applicable consumer protection laws.
Nothing in this policy is intended to exclude or restrict any rights that cannot legally be excluded or restricted.
Contact Us
If you have questions about a product, warranty coverage, or an existing claim, please contact our customer service team.
Brand: CEXLIRAY
Website: cexliray.com
Legal Entity:
Wuhan Zhenpinfu Trading Co., Ltd.
Registered Address:
B10-10, No. 18 Suohe Road, Suohe Subdistrict, Caidian District, Wuhan, Hubei Province, China.
Unified Social Credit Code:
91420114MAEDWPWJ6K
Customer Support Email:
service@cexliray.com
We aim to respond to customer inquiries within 24–48 business hours.
CEXLIRAY — Thoughtful Skincare for Hydrated, Radiant, Healthy-Looking Skin.