Refund Policy

Your satisfaction matters to us. Here is how returns and refunds work at Serenova Clinic.

Hygiene rule — opened products

Due to UK hygiene regulations, we cannot accept returns on opened or used skincare products. Please inspect your order on arrival.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, or you receive the wrong product, email us at support@serenovaclinic.com within 7 days of delivery, including:

• Your order number.
• A clear photo of the issue.
• A short description of the problem.

We will replace the item or issue a full refund — your choice.

Unopened products

Unopened products in their original sealed packaging may be returned within 14 days of delivery for a refund. Return shipping costs are the customer's responsibility unless the order was incorrect or damaged.

How refunds are processed

Approved refunds are issued to the original payment method within 5–10 working days of receiving the returned item or approving the claim.

Non-refundable

• Used or opened products.
• Products returned more than 14 days after delivery.
• Items marked as final sale at the point of purchase.

Statutory rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015.

Contact

Email support@serenovaclinic.com for help with any return or refund.