Refund Policy

1. The short version

• You can return a product within 60 days of delivery.
• The returns portal issues a prepaid label. You do not need the original box, and there is no restocking fee.
• A refund goes to your original payment method, or to store credit if you prefer.
• An unshipped order can be canceled within 48 hours of placing it.
• Jars, lids, seals, pumps and droppers are covered by a 2-year packaging warranty.

2. Returns

Seravane accepts returns within 60 days of delivery. This applies to opened products as well as unopened ones: if a product was not what you expected, you may send it back within the window.

Returns and exchanges run through the returns portal. Enter your order number and email, select the item, and choose a refund, store credit or an exchange. The portal checks the item against this policy as you go and tells you where you stand before you print anything. A prepaid label is issued at the end.

• Original packaging is not required. Any box or padded mailer that holds the product safely is fine.
• There is no restocking fee.
• When the fault is ours, a wrong, damaged or defective item, the return label is on Seravane. If the portal ever asks you to pay for a label in one of those cases, write to us and our returns team will correct it.
• A refund on a return requires the item to be sent back.
• A return that arrives damaged or emptied is inspected by our returns team, who may issue a partial refund. If that happens, you will receive the reason in writing.

3. Exchanges

Exchanges follow the same 60-day window and start in the same portal: choose exchange instead of refund and select the item, size or shade you want. If the new item costs more, the portal collects the difference before you confirm; if it costs less, the difference is returned to you. The portal shows when the replacement ships.

4. Returns past the window

After 60 days you can still submit a review request in the returns portal, and our returns team decides each one. We would rather be honest than encouraging: late returns are rarely approved.

5. Refunds

A refund on a returned item is issued once the item is back with us and checked. You may choose a refund to the original payment method or store credit. Store credit does not expire and is often the faster option; the choice is always yours.

We send a confirmation email when a refund is issued. When it appears on your statement depends on your bank, and we do not promise a date on the bank's behalf. Original shipping charges are refunded only when the return is the result of our error.

In some cases we may resolve a problem without asking for the product back, with a full or partial refund, store credit or a discount. Whether that is offered depends on the case and is decided by our team.

6. Damaged, wrong, missing or defective items

7. Cancellations

An order can be canceled for a full refund to the original payment method while it is unfulfilled and within 48 hours of being placed. You can cancel it yourself with Cancel order on the order editing page, which is also linked from your confirmation email, or you can ask us to do it.

Because orders placed before 1PM Central ship the same day, an order may ship before 48 hours have passed. Once an order has shipped it cannot be canceled as such: you may refuse the delivery or start a return when it arrives. When part of an order has shipped and part has not, the split is handled by our team.

8. Subscription and pre-order purchases

An unopened subscription delivery can be returned through the returns portal under this policy. Other refunds on subscriptions, including prepaid plans, are covered by the Subscription Policy. A pre-order can be canceled at any time before it ships on the pre-order status page.

9. Packaging warranty

Seravane warrants its packaging hardware, meaning jars, lids, seals, pumps and droppers, against failure under normal use for 2 years from delivery. Refilling the Barrier Repair Cream jar is normal use.

The warranty does not cover the formula itself, which is a return or a product safety matter, and it does not cover damage in transit, which is a shipping matter. Claims are filed on the warranty claims page with the order number and a photo; you do not need the receipt or the original box. Our warranty team reviews each claim and decides on a replacement or a refund.

10. Product safety

If a product causes a reaction, stop using it. If the reaction worsens or does not settle, please see a doctor. Then tell us, with the product and when you used it, so that we can record it and our product safety team can review the batch. Your wellbeing comes before the paperwork; any refund or credit follows, and you do not need to return the product.

11. What cannot be returned

• Gift cards.
• Products bought from a stockist. Those are returned to the shop where they were bought, under that shop's rules.
• Wholesale orders, which are settled on the wholesale account.

12. Rewards points and returns

A return moves rewards points in both directions: points redeemed on the returned order are restored, and points earned on it are removed.

13. Contact

Questions about a return or refund: the chat on any page, or the form on our Contact page. Seravane, Inc., Austin, TX, United States.

This is a demonstration store operated by Razviel, and no orders are processed.