Refund policy

Return Policy

We want your order to arrive correctly and in good condition. If something is damaged, defective, incorrect, or materially different from what you ordered, please contact us so we can review the issue and help determine the next available step.

Return requests

You may request a return within 14 days of receiving your order.

To be eligible for return consideration, the item must be unused, unopened, in the same condition that you received it, and in its original packaging. Proof of purchase is required.

To start a return request, contact us at hello@seronal.com with your order number, the email used at checkout, and the reason for your request.

Please do not send items back without contacting us first. Items returned without prior approval may not be accepted.

Return shipping

If a return is approved for a reason other than damage, defect, incorrect item, or fulfilment error, the customer is responsible for return shipping costs.

If an item arrives damaged, defective, incorrect, or materially different from what was ordered, contact us promptly with clear photos of the item and packaging. We will review the issue and, where appropriate, provide the next available resolution.

Because Seronal works with third-party suppliers and fulfilment partners, the return address and return instructions may vary by product. Return instructions will be provided after a return request is reviewed and approved.

Damages and order issues

Please inspect your order when it arrives. If your item is damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as possible at hello@seronal.com with your order number and clear photos of the item and packaging.

We will review the issue and help determine the next available step, which may include a replacement, refund, store credit, or other resolution depending on the product, supplier, order status, and circumstances.

Non-returnable items

For hygiene and safety reasons, we cannot accept returns on opened, used, or tested personal-care, bath, body, skincare, scent, pillow mist, essential oil, roller, shower steamer, bath soak, sleep mask, eye pillow, or similar self-care items unless they arrive damaged, defective, incorrect, or materially different from what was ordered.

We also cannot accept returns on gift cards, final sale items, or items not in their original condition.

Exchanges

We do not guarantee direct exchanges. The fastest way to receive a different item is to request a return if eligible, and place a separate order for the new item once the return is resolved.

Refunds

If your return is approved and received, we will notify you after the item has been inspected. If the refund is approved, it will be issued to your original payment method.

Please remember that banks and credit card companies may take additional time to process and post refunds after they are issued.

Contact

For return questions, contact Seronal at hello@seronal.com.