Refund and Returns Policy

We want you to love every Serana product. If something is not right, this policy explains what you can return, how to do it and how refunds work. It applies to purchases made on seranabeauty.com, which is operated by T&Y Aura Sdn. Bhd. (Company No. 202501044339), B-5-8, Plaza Mont Kiara, Mont Kiara, 50480 Kuala Lumpur, Malaysia ("Serana", "we", "us" or "our"). Purchases from other retailers or marketplaces are subject to that seller's returns policy.

1. At a glance

2. Time limit

Please check your order as soon as it arrives. If the parcel or any product is damaged, leaking or broken, if the security seal has been tampered with, or if you received the wrong item or an item is missing, you must tell us within 3 calendar days of the date the courier's tracking records your order as delivered, with photographs. This short window allows us to raise a claim with the courier and to confirm the condition of the product on arrival. The same 3-day window applies to change-of-mind return requests (Section 4). Requests received after 3 days may be declined.

If a product has a fault that could not reasonably have been seen on delivery – for example, a pump that stops working or a product that has spoiled before its expiry date – tell us as soon as you notice it. Your rights under consumer law in respect of faulty products are not limited by the 3-day window.

3. Damaged, wrong, faulty or not-as-described items

We will give you a replacement or a full refund (including the original delivery fee if the entire order is affected) where the product arrived damaged, leaking or broken, or with its security seal tampered with; where you received a product, shade or size different from what you ordered, or an item is missing from your order; where the product is faulty, for example the pump or packaging does not work, or the product is expired or spoiled on arrival; or where the product does not match its description on the Site.

To help us resolve the issue quickly, please send clear photographs (or a short video for leaks and pump faults) of the product, the seal code or batch number, and the packaging, including the outer parcel if it was damaged. In many cases we can resolve the issue from the photographs without you having to send anything back. If we do need the item back, we will arrange a courier collection or provide a prepaid return label, so you will not pay for return shipping.

4. Change-of-mind returns

We will accept a change-of-mind return provided that you request it within 3 calendar days of delivery; the product is unopened and unused, with its Serana security seal, manufacturer's seal and any cellophane or shrink-wrap intact; the product is in its original packaging with all components, inserts and any free gifts that came with it; and the product is not one of the excluded items in Section 5.

For change-of-mind returns you pay the cost of returning the product to us and are responsible for it reaching us safely, so please use a tracked service. The original delivery fee is not refundable, and if your order qualified for free delivery only because of the returned item, the standard delivery fee for the remaining items may be deducted from your refund. Once we receive and inspect the product, we refund the product price to your original payment method.

5. Items that cannot be returned for change of mind

We cannot accept change-of-mind returns of products that have been opened, unsealed, swatched or used; items marked as final sale, clearance, samples, minis or gift-with-purchase; gift cards and e-vouchers; bundles and sets, unless the entire bundle is returned complete and unopened; or products purchased from a third-party retailer or marketplace (please contact that seller). These exclusions do not apply where the product is damaged, wrong, faulty or not as described.

6. How to make a return

1. 1

   Contact us. E-mail hello@seranabeauty.com within 3 days of delivery with your order number, the product(s) concerned, the reason, and photographs for damaged, wrong or faulty items.

2. 2

   Wait for our go-ahead. We will reply within 2 working days with a return reference and instructions, or with confirmation that no return is needed. Please do not send anything back before you receive this, as unauthorised returns can be delayed or lost.

3. 3

   Pack the item. Pack the product securely in its original packaging inside a protective outer box or mailer, and include your return reference. Please do not stick labels or tape directly onto the product box.

4. 4

   Send it. For damaged, wrong or faulty items we will arrange collection or provide a prepaid label. For change-of-mind returns, send the parcel by a tracked service to the address in our reply within 7 days of receiving your return reference, and send us the tracking number.

5. 5

   Inspection and refund. We inspect the item within 3 working days of receiving it and e-mail you the outcome. If approved, we issue your refund or dispatch your replacement as described in Section 8.

If a change-of-mind return arrives opened, used, damaged or incomplete, or a returned item does not match the problem reported, we may decline the refund and offer to send the product back to you at your cost, or issue a partial refund reflecting the reduced value of the product. We will always contact you before doing so.

7. Allergic reactions and sensitivity

Every skin is different. We recommend reading the full ingredient list before purchasing and doing a patch test on a small area of skin for 24 to 48 hours before first use, especially if you have sensitive skin or known allergies. A product that does not suit your skin, or a mild reaction to a product that is otherwise sound, is not a fault and is not eligible for a change-of-mind return once opened. We do care about your experience, though: if you have a reaction to a Serana product, please stop using it and contact us at hello@seranabeauty.com with the product, the batch number and what happened. We will record the report, pass it to our product safety team and may offer a goodwill remedy at our discretion. If you experience a serious reaction, please seek medical advice.

8. Refunds and replacements

8.1 How refunds are paid

Approved refunds are made to the original payment method used for the order – the same card, online-banking account, e-wallet or payment service. We cannot refund to a different card or account. If your original payment method has expired or been closed, contact us and we will work with our payment provider to find an alternative. If part of your order was paid with a voucher, discount code or store credit, that part is refunded as store credit; the part paid by card or account goes back to that payment method.

8.2 How long refunds take

We issue refunds within 5 working days of approving your return, and we will e-mail you when the refund has been issued. Depending on your payment method and bank, the money usually reaches you within 14 working days of that e-mail. If you have not received it by then, please check with your bank or e-wallet provider first, then contact us with your order number and we will give you the refund reference.

8.3 What is refunded

International orders are refunded in Malaysian Ringgit for the amount originally charged. Any difference due to exchange-rate movements, and any bank or card foreign-transaction fees, are outside our control and are not refundable. Import duties and taxes paid to the destination country are not refundable by us; you may be able to reclaim them from your local customs authority.

8.4 Replacements

If you would like a replacement for a damaged, wrong or faulty item, we dispatch it at no cost as soon as the return is approved. If the product is out of stock, we will offer an alternative or a full refund. We do not offer exchanges for change-of-mind returns; please return the item for a refund and place a new order for the item you want.

9. Counterfeit products

Serana products carry a security seal with a unique authentication code that you can verify at verify.seranabeauty.com. We can only accept returns of products purchased from seranabeauty.com or our authorised retailers. If you bought a product elsewhere and it fails verification, please contact us so we can investigate, but we are unable to refund or replace products that were not sold by us or an authorised retailer.

10. Fair use

We may decline change-of-mind returns, or limit the number of returns we accept, where we identify a pattern of excessive returns, returns of used products presented as unused or as damaged on arrival, or other misuse of this policy. This does not affect your rights for faulty products or under consumer law.

11. Contact us and complaints

For returns and refund queries, e-mail hello@seranabeauty.com or call +603-2788 3778, quoting your order number. We aim to respond within one working day.

If you are not satisfied with how we have handled a return or refund, you may contact the Tribunal for Consumer Claims Malaysia (ttpm.kpdn.gov.my) or, in Singapore, the Consumers Association of Singapore (CASE) or the Small Claims Tribunals. We would welcome the chance to resolve the matter with you first.

12. Changes to this policy

We may update this policy from time to time. The version in force when you place your order applies to that order. The version number and date at the top and bottom of this policy show when it was last updated.