🔁 Return & Refund PolicyUpdated 4 months ago
We want you to love your Seranova products. If you need to return an order, the following policy outlines your options and the conditions that apply.
Return Eligibility
You may request a return within 30 days of delivery, provided the following conditions are met:
The product must be sealed, unused, and in its original packaging.
All items included in the original order must be returned together.
The return request must be submitted within 30 days of the delivery date.
This applies to both first orders and subscription refill orders.
How to Initiate a Return
- Contact Support: Reach out to our support team via live chat (Monday to Friday) or email [email protected]
- Provide Details: Share your order number and include clear photos showing the sealed product.
- Ship It Back: Follow the return shipping instructions provided by our support team.
Shipping & Fees
Original shipping fees are non-refundable.
The customer is responsible for the cost of return shipping.
Refund Processing
Once we receive and inspect your returned product, your refund will be processed to the original payment method. Please allow 14 business days for the refund to appear on your statement after processing.
Partial Returns
If your order contains multiple items and you wish to return only some of them, you may do so. Please specify which items you would like to return when submitting your request. Our team will validate the items received and issue a refund for the eligible products.
Non-Returnable Items
Products that have been opened, used, or are no longer in their original sealed packaging are not eligible for a standard return. If you have used your product consistently, have documented your progress, and are unsatisfied with the results, please refer to our 90-Day Results Guarantee.
Exceptions
The following situations are handled outside the standard return policy:
Defective or damaged products, please contact our customer support team. Please include photos of the damage.
Shipping errors (wrong item, missing items, or lost in transit) please contact our customer support team, we’ll be happy to arrange a replacement.
If you have any questions about returns or refunds, please reach out to us at [email protected]. We’re here to help.