Returns & Exchanges

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:

The request is submitted within 7 days of receiving your order.
The item is unopened, unused, and in its original condition and packaging.
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.

Non-Returnable Items

For the safety of our customers, we do not accept returns on:

Opened or used products
Items purchased as part of a promotion or final sale
Gift cards or digital products

Damaged or Incorrect Orders

If you received an item that is damaged or incorrect, please contact us within 48 hours of delivery. We may request photos of the issue for verification. Once confirmed, we will arrange a replacement or issue a refund where appropriate.

How to Initiate a Return

Please email us at support@serenesuisse.com with the following:

Your full name and order number
The item(s) you wish to return
The reason for the return
Clear photos (if item is damaged or incorrect)

Our support team will respond within 1–2 business days with the next steps.

Refunds

If your return is approved, the refund will be processed to your original payment method within 5–10 business days. Shipping charges are non-refundable unless the return is due to our error.

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, as SÉRÈNE is not liable for lost returns.