Refund policy
We want you to feel confident with every order.
At SÉRÈNE, each product is crafted with precision and care. However, if your experience is not as expected, we're here to assist. Please review our return and exchange guidelines below.
Eligibility for Return or Exchange
We accept returns or exchanges under the following conditions:
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The request is submitted within 30 days of receiving your order.
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The item is unopened, unused, and in its original condition and packaging.
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Proof of purchase (order confirmation or invoice) is provided.
Due to the nature of skincare products, we cannot accept returns or exchanges on any item that has been opened, used, or tampered with. This is in accordance with international hygiene and safety standards. For EU and UK customers, you have 14 days from delivery to return unopened items in accordance with local consumer protection laws.
Non-Returnable Items
For the safety of our customers, we do not accept returns on:
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Opened or used products
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Items purchased as part of a promotion or final sale (clearly marked at checkout)
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Gift cards or digital products
- Items returned more than 30 days after delivery
Damaged or Incorrect Orders
If you received an item that is damaged or incorrect, please contact us within 7 days of delivery. We may request photos or a written description of the issue for verification. If you have not received your order, contact us within 30 days of the expected delivery date. Once confirmed, we will arrange a replacement or issue a full refund at no cost to you, including the original shipping charge.
How to Initiate a Return
Please email us at support@serenesuisse.com with the following:
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Your full name and order number
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The item(s) you wish to return
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The reason for the return
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Clear photos or detailed written description (if item is damaged or incorrect)
Our support team will respond within 1–2 business days with the next steps, including return shipping instructions.
Refunds
If your return is approved, the refund will be processed to your original payment method within 7 business days of receiving and inspecting your returned item.
For customer-initiated returns: Shipping charges are non-refundable.
For returns due to our error or product defects: We refund the full order amount, including original shipping charges.
Credit card refunds may appear within one billing cycle. Bank transfer and other payment methods typically process within 7 business days.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to damage or a fulfillment mistake on our part. We recommend using a tracked courier service and retaining proof of shipment. You can track your return using the tracking number. We are not liable for returns lost during transit; however, if tracking confirms delivery to our facility, we will process your return regardless of inspection status.
Need Help?
Contact us at support@serenesuisse.com or via WhatsApp. Our support team is available Monday–Friday, 9AM to 5PM (Gulf Standard Time), and we aim to respond to all inquiries within 1–2 business days. For urgent issues, please use email for the fastest response.