Refund Policy

Last Updated: September 1, 2025

At Serenity Skin, your satisfaction and trust are our top priority. We understand that skincare is personal, and we want you to feel confident with every purchase.

Returns

  • You may request a return within 30 days of receiving your order.
  • Products must be unused, unopened, and in their original packaging.
  • For hygiene and safety reasons, we cannot accept returns on opened or used skincare products.
  • Exception: If a product is defective, contaminated, or causes a significant adverse skin reaction, please contact us within 14 days for assistance. Supporting information (such as photos, order details, or a medical note) may be requested to review your claim.
  • Return Shipping Costs: For returns due to change of mind, customers are responsible for the return shipping cost. For defective, damaged, or incorrect items, Serenity Skin will cover the return shipping cost.

Refunds

  • Once your return is received and inspected, we will notify you of approval or rejection.
  • Approved refunds are typically processed within 3–5 business days (up to 10 depending on your bank/payment provider).
  • Customer-initiated cancellations or returns due to change of mind:
  • Shopify Payments non-refundable transaction fee (2.9% + $0.30 per order) will be deducted from your refund.
  • Return shipping costs will also be deducted from your refund.
  • Defective, damaged, or incorrect products: Serenity Skin will issue a full refund with no fees deducted, and we will cover the return shipping cost.
  • Original shipping costs (the cost to send the product to you) are non-refundable.

Exchanges

  • Items will be replaced only if defective or damaged upon arrival.
  • To request an exchange, contact us at serenityskin.team@gmail.com with your order number and photos of the item.

Non-Returnable Items

  • Gift cards
  • Final sale items
  • Opened or used skincare products
    (unless defective or causing a verified skin reaction. Serenity Skin may request supporting evidence such as photos or documentation, and approval will be subject to our review.)

How to Request a Return

Please email us at serenityskin.team@gmail.com with:

  1. Your order number
  2. The product(s) you wish to return
  3. The reason for return
  4. Any supporting information (photos, documents, etc.) if applicable

Our support team will review your request and guide you through the next steps.

Commitment to Quality

At Serenity Skin, every product is carefully inspected before shipment. We are committed to offering gentle, effective, and safe skincare solutions — and if something isn’t right, we’re here to help.