Refund policy

At SERZIA we are committed to offering quality products and an excellent shopping experience. Please read our Return and Refund Policy carefully to understand the conditions under which a refund may be approved.

Conditions for refund eligibility

Defective or damaged products

If you receive a defective or damaged product, contact us within 7 days of the delivery date and provide clear photos and/or videos of the product, as well as the original packaging, so we can assess the claim.

• Eligible products may be refunded or replaced at no additional cost.

• Claims submitted after this period will not be accepted.

Products not eligible for refund

For the health, safety, and hygiene of our customers, returns or refunds are not possible for the following products:

• products that have been opened, used, or applied, such as creams, sprays, patches, liquids, and similar products;

• consumable products or products that come into direct contact with the skin, such as patches, face masks, and similar products;

• products for intimate use, including intimate hygiene cosmetics and underwear.

Delivery delays

Our shipments are delivered within the timeframes stated in our Shipping Policy, which may vary depending on the destination. Delays may occur due to customs procedures or logistical circumstances beyond our control.

• A refund will only be considered if the estimated delivery time is significantly exceeded and the carrier confirms the loss of the shipment.

• A refund for delay will not be approved while the shipment is still in transit.

Undelivered orders

If an order has not been delivered:

• If the carrier confirms the shipment was lost, we will offer a free product replacement or a full refund.

• If the tracking system shows a successful delivery, it is the customer's responsibility to check the situation with the carrier or at the delivery address.

The product did not meet expectations

Our goal is to offer high-quality products; however, results may vary from person to person.

• Opened or used products are not eligible for refund due to dissatisfaction with the product.

• Unused products may be returned to our international warehouse only if they are sealed and in their original packaging, for inspection. Return shipping costs are borne by the customer.

Products purchased on sale or with a discount

Products purchased during promotional campaigns or with a discount cannot be refunded, except in the case of a confirmed manufacturing defect.

How to request a refund

To request a refund, contact us at info@serzia.com and provide:

• your order number;

• clear evidence in photo and/or video form if the product is damaged or defective.

Once we have assessed your request, we will proceed in accordance with the conditions set out in this Return and Refund Policy.

Return shipping costs and warehouse address

All returns must be sent to our international central warehouse.

• Return shipping costs, as well as any customs costs, are borne by the customer.

• The refund will only be processed once the product has been received and inspected at the warehouse.

Acceptance of terms

By placing your order on the SERZIA website, you confirm that you have read, understood, and accepted our Return and Refund Policy, Shipping Policy, and Terms of Service.