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Return Policy

SERA Cosmetics

At SERA Cosmetics, we strive to provide you with high-quality skincare and cosmetic products. Due to the nature of personal-care and beauty items, returns are only accepted under specific circumstances, as detailed below. Please review this policy before placing an order.

1. Returns for Incorrect or Damaged Products

If you receive:

  • the wrong product,

  • a damaged product, or

  • a missing item,

you must provide:

✅ Mandatory Unboxing Video

A clear, uninterrupted unboxing video is required showing:

  • the sealed package,

  • the opening of the package, and

  • the condition of all items received.

This video must be emailed or shared with us within 48 hours of delivery.

Without an unboxing video, we will not be able to approve returns for incorrect/damaged items.

After verifying the issue, we will arrange a free replacement or return pickup at no extra cost.

2. Returns for Change of Shade / Product Type

We understand that sometimes customers may want to exchange a product for a different shade, colour, or variant.
Returns/exchanges for such reasons are accepted only under these conditions:

Eligibility Criteria

  • The product must be unused, unopened, and in original packaging.

  • Return/exchange request must be raised within 3 calendar days of receiving the order.

  • Request must be sent via email, WhatsApp, or our customer support number.

Shipping Charges

For returns due to change of mind, shade, or product type,
➡ Shipping charges for return pickup and reshipment will be borne by the customer.

Returns that do not meet the above conditions will not be accepted.

3. Return Approval & Condition Check

Once we receive the product at our facility, it will undergo a quality check to ensure:

  • product is unused,

  • packaging is intact,

  • no tampering or leakage,

  • correct item has been returned.

If the returned item fails the quality check, the return will be rejected and the product will be shipped back to you at your cost.

4. Refund Process

Refunds for approved returns will be processed:

⏳ Within 3 Working Days

Once we receive the returned product in acceptable condition, refunds will be issued within 3 working days.

Refund Method

Refunds will be credited to the original mode of payment unless otherwise specified.

Shipping fees (if any) are non-refundable.

5. Non-Returnable Items

Due to hygiene and safety standards, the following cannot be returned:

  • Used or opened products

  • Items purchased during a sale or special promotion (unless damaged/incorrect)

  • Free gifts included in orders

  • Products without original packaging

  • Items returned without raising a request

  • Products without an unboxing video (for damage/incorrect claims)

6. How to Request a Return / Refund

Please contact us with your order details at:

📧 seracosmetics2025@gmail.com

Include:

  • Name

  • Order ID

  • Issue description

  • Required photos

  • Unboxing video (for incorrect/damaged claims)

7. Important Notes

  • Returns must be shipped back in the original outer box or protective packaging.

  • Items damaged due to improper handling after delivery are not eligible for return.

  • We reserve the right to approve or reject return requests based on policy terms.