Refund policy

 Return Eligibility

  • Unopened and Unused Products:
    We accept returns of unopened and unused products in their original packaging within 30 days of the purchase date for a full refund or store credit.

  • Non-Returnable Items:
    Gift cards of any value purchased are considered final sale and are not eligible for exchange or refund.

  • For safety and hygiene reasons, the following items are final sale and cannot be returned:

    • Opened skincare products
    • Trial sizes and sample products

Return Process

  1. Submit a Return Request:
    Contact us at info@serenesurrey.ca within the return period. Please provide:

    • Your order number
    • The product name
    • The reason for return

  2. Return Authorization:
    Once your return is approved, we will provide instructions for returning your product.

  3. Shipping Your Return:
  • Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped or defective product).
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned items.

Refunds & Processing Time

  • Approved refunds will be issued to the original payment method within 7–10 business days after we receive your return.
  • Original shipping costs are non-refundable unless the return is due to our error.
  • If you requested store credit or an exchange, we will process this once your return is received and inspected.