Refund policy

Your Perfect Shade, Guaranteed

We're so confident in our Elixir+ cream that we offer our Perfect Match Promise. Try it risk-free for 30 days - if the shade isn't quite right, we'll exchange it for your perfect match with hassle-free returns on us.

This is a one-time shade match guarantee per order. Once you've used your complimentary exchange to find your ideal shade, all future sales are final regarding shade-related concerns. This allows us to provide personalized shade-matching support while keeping our prices competitive.

Of course, if we make any mistakes with your order (wrong item, damaged product, or fulfillment errors), you're always protected by our 100% money-back guarantee.

How Our Guarantees Work

Perfect Shade Guarantee (30 Days)

One Free Shade Exchange - No Questions Asked

If your shade isn't the perfect match, we'll make it right:

  • Contact us within 30 days of receiving your order
  • Receive your new shade free - we cover all shipping costs
  • Get personalized shade matching support from our support team

After your complimentary shade exchange, you'll have found your perfect match, and the sale becomes final.

Why Sales Are Final After Exchange: Our shade guarantee ensures you get the right color the first time (or second!). Once we've worked with you to find your perfect match through our exchange program, we've fulfilled our Perfect Match Promise. This allows us to keep our prices competitive while providing exceptional shade-matching support.

100% Money-Back Guarantee (30 Days)

We Protect You From Our Mistakes (within 30 days of delivery)

If we caused the problem, you're fully protected:

✓ Wrong item shipped - Full refund + free return shipping
✓ Damaged or defective product - Full refund + free return shipping
✓ Missing items from order - Free replacement or full refund
✓ Product arrived open or tampered - Full refund + free return shipping

How to Claim: Contact us within 5 days of delivery with photos. We'll send a prepaid return label and process your full refund immediately.

Product Quality & Performance

If You Have Concerns About Your Product

We want you to love your results. If you have any concerns about product quality or performance, contact us within 30 days so we can help.

Common Concerns We Can Help With:

  • Texture or consistency issues
  • Application concerns
  • Unexpected results
  • Product performance questions

Our Resolution Process:

Step 1 - Quick Assessment (Under 5 Minutes)
Our support team will ask about your experience to understand what's happening and find the fastest solution.

Step 2 - Your Resolution Options
We'll work together to find what makes you happiest:

  • Product replacement - Try a fresh unit if there may be a quality issue.
  • Alternative product - A different formula that might work better for your needs
  • Expert guidance - Professional tips to optimize your results
  • Partial refund - Keep the product and receive a percentage back for your trouble
  • Case-by-case resolution - For unique situations, we'll find a fair solution together

Since beauty products cannot be resold once opened (FDA hygiene regulations), most resolutions allow you to keep the open product while we make things right. This is faster for you and better for the environment.

Important Note on Product Quality

Skincare results vary based on individual skin type, application method, and consistency of use. While we stand behind our product quality, results-based concerns (such as "didn't work as expected" or "no visible results") are addressed through our consultation and alternative solution options rather than automatic refunds.

We're committed to helping you achieve your skincare goals - that's why our support team takes the time to understand your situation and recommend the best path forward.

Return Shipping Costs

We Pay Return Shipping When:

  • We sent the wrong item
  • Product arrived damaged, defective, or open
  • Items were missing from your order
  • Any other error on our part

Customer Pays Return Shipping When:

  • Wrong shade selected (use our free shade exchange instead!)
  • Changed mind about purchase
  • Ordered wrong product

Non-Eligible Items & Fees

The following cannot be returned or refunded, and Serentia is not liable for reimbursement:

  • Original outbound shipping fees
  • Priority processing or expedited service fees
  • Gift cards and promotional codes
  • Items marked as final sale at time of purchase
  • Orders outside the 30-day window
  • Second or subsequent shade exchanges (only one free shade exchange per order)
  • Items damaged by customer misuse or improper storage
  • Products purchased from unauthorized retailers

Customer assumes responsibility for costs associated with non-eligible items.

How to Start a Return or Exchange

Step 1: Email us at support@serentia-shop.com within 30 days.
Step 2: Include your order number and describe your concern.
Step 3: We'll respond within 24 hours with the next steps.

What to Expect:

  • Shade exchanges: New shade starts shipping within 1-3 business days.
  • Quality concerns: Resolution options provided within 3-5 business days.
  • Our mistakes (wrong/damaged items): Immediate processing with prepaid return label.

Fair Use & Account Protection

This policy is designed for normal personal use by individual customers. To protect our community and maintain fair pricing:

We reserve the right to:

  • Request verification for unusual return patterns
  • Limit exchanges on accounts showing abuse indicators
  • Deny service to accounts engaged in reselling, fraud, or systematic policy exploitation

Patterns that may trigger review: Multiple shade exchanges on the same order, excessive returns across multiple orders, coordinated account activity, or commercial reselling behavior.

Special Circumstances

European Union Customers

EU customers have a 14-day cooling-off period under distance selling regulations. Products must meet local regulatory requirements for returns.

Refund Processing Timeline

  • Approved refunds are processed within 3-7 business days to the original payment method.
  • Bank processing may add 3-5 additional business days.

Our Commitment

The Serentia Promise:
We believe in our products, and we believe in taking care of our customers. Our Perfect Shade Guarantee ensures you get the right match, and our 100% money-back guarantee protects you from any mistakes on our end.

For everything else, our team is here to listen, understand your situation, and work with you to find a fair resolution. We'll always do our best to make things right.

We reserve the right to update this policy to reflect regulatory changes or operational improvements. The version in effect at the time of purchase applies to your order.

Questions? Contact us at support@serentia-shop.com