Your confidence,
guaranteed.

Return & exchange conditions

We accept returns or exchanges under the following conditions:

• The request is submitted within 30 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 hygiene and safety standards.

What we can't accept back

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

• Opened or used products
• Items purchased as part of a promotion or final sale (clearly marked at checkout)
• Gift cards or digital products
• Items returned more than 30 days after delivery

We'll make it right

If you received an item that is damaged or incorrect, please contact us within 7 days of delivery. We may request photos or a written description of the issue for verification.

If you have not received your order, contact us within 30 days of the expected delivery date. Once confirmed, we will arrange a replacement or issue a full refund at no cost to you, including the original shipping charge.

Starting a return

The fastest way to start a return is via WhatsApp at +971 58 583 5328. You can also email us at Support@serenesuisse.com. Please include the following:

Our support team will respond within 1–2 business days with return shipping instructions.

How refunds work

If your return is approved, the refund will be processed to your original payment method within 7 business days of receiving and inspecting your returned item.

• Customer-initiated returns: Original shipping charges (where applicable) are non-refundable
• Returns due to our error or product defects: Full refund including any original shipping
• Credit card refunds may appear within one billing cycle
• Other payment methods typically process within 7 business days

Getting your return to us

Customers are responsible for return shipping costs unless the return is due to damage or a fulfillment error on our part. We recommend using a tracked courier service and retaining proof of shipment. Returns ship to our US fulfillment address, which our team will provide once your return is approved.

We are not liable for returns lost in transit. However, if tracking confirms delivery to our facility, we will process your return regardless of inspection status.