Refund policy

Refund & Return Policy

At Serovalabs, we stand behind the quality of our products. Because our items are personal care products, we have specific guidelines to ensure safety and hygiene for all our customers.

Cancellations You can request to cancel your order within 2 hours of purchase by emailing contact@serovalabs.com. Once an order has entered the fulfillment process with our supplier, it can no longer be edited or cancelled.

Damages and Issues (The "Make it Right" Guarantee) Please inspect your order upon arrival. If the item is defective, damaged, or you receive the wrong item, contact us immediately at contact@serovalabs.com with:

  1. Your order number.

  2. A clear photo of the damage or the incorrect item received. We will evaluate the issue and, if approved, provide a replacement or a full refund at no cost to you.

Returns & Change of Mind

  • Hygiene Requirement: Due to the nature of our products, we can only accept returns if the item is unopened, unused, and in its original sealed packaging. Once the seal is broken or the product is used, it is no longer eligible for return due to health and safety reasons.

  • Timeframe: You have 30 days from the date of delivery to request a return.

  • Process: To start a return, contact us at contact@serovalabs.com. Items sent back to us without prior approval will not be accepted.

  • Shipping: Customers are responsible for the cost of return shipping for "change of mind" returns.

European Union 14-Day Cooling Off Period If you are located in the European Union, you have the right to cancel or return your order within 14 days for any reason. However, the hygiene requirement above still applies: the product must be unopened and in its original sealed packaging to be eligible for a refund.

Refunds Once we receive and inspect your return, we will notify you of the approval status. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card company to process the transaction.