Refund policy

The short version
Skincare is a hygiene product, so we can't take something back because it wasn't what you hoped for. What we do stand behind is the condition it reaches you in. If your order arrives damaged, faulty, wrong or incomplete, we replace it free of charge — provided you send us an unboxing video within 5 days of delivery.

Please film your unboxing
This is the one thing we need, and it is worth knowing before your parcel arrives. A claim without a usable video is very hard for us to act on, because it is also what we submit to the carrier.

What makes a video usable:

— One continuous take. No cuts, no edits, no stitched clips.
— Start filming before the parcel is opened, with the shipping label readable on camera.
— Show every side of the sealed parcel, so the condition it arrived in is on record.
— Keep filming without stopping until every item is out of the box and visible.
— Show the problem clearly — the breakage, the leak, the wrong item, the empty space where something should have been.

Photographs of the item and of the outer packaging help too, but they don't replace the video.

What we replace
— Damaged, broken or leaking on arrival.
— A manufacturing defect.
— The wrong product or the wrong variant.
— An item listed on your invoice that wasn't in the parcel.
— Expired on arrival, or with under three months of shelf life left.

In every one of these, the replacement is free. You pay nothing — not for the new item, not for the pickup of the old one.

What we can't accept
— A change of mind, or a product that didn't suit you. Skin reacts differently to everything, which is exactly why the assessment exists — but it isn't a fault in the product.
— Anything opened, used, swatched or with a broken seal. Once a cosmetic seal is broken it cannot be sold to anyone else, and we won't pretend otherwise.
— Anything returned without its original carton, packaging or any free items that came with it.
— Anything raised more than 5 days after delivery.

How to raise a claim
Email serinelle.luxe@gmail.com within 5 days of delivery with your order number, the unboxing video and a photograph or two. You can also call +91 96956 39935.

We acknowledge every claim within 48 hours and give you a ticket number to track it with. We assess within 3 working days of receiving your video.

What happens once it's approved
We arrange a reverse pickup from the same address, at our cost. Once the item is collected — or sooner, where we're confident from the video — the replacement is dispatched within 2 business days and travels on the same 3–7 day timeline as any other order. Please keep the item and its packaging as they are until the pickup happens.

When we refund instead
A replacement is our remedy wherever a replacement is possible. In four situations it isn't, and then we refund you in full:

— The item is out of stock or has been discontinued.
— The parcel was lost in transit and never reached you.
— You cancelled before we dispatched.
— You were charged twice, or charged in error.

Refunds are initiated within 7 business days of approval and go back to the original payment method. Your bank or card issuer usually takes a further 5–7 business days to show it. We don't refund to a different account or method than the one you paid from.

Cancelling an order
Email or call us before your order is dispatched and we'll cancel it and refund you in full. Once it's with the carrier it can't be recalled — at that point the sections above apply.

Your rights
Nothing in this policy limits the rights you have under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. If we can't resolve something between us, you can take it to the National Consumer Helpline on 1915, or to the consumer commission for your district.

Grievance office
Serinelle
B-9, Udyog Kunj, Panki Site-V, Kanpur Nagar, Uttar Pradesh 208022, India
serinelle.luxe@gmail.com
+91 96956 39935

We acknowledge every complaint within 48 hours of receipt and aim to resolve it within one month.