At Sereno Spa, we take great pride in offering high-quality, professional-grade skincare. Due to the nature of skincare products and for the safety of all our clients, all sales are final and we are unable to accept returns or exchanges on opened or used products.
If significant damage has occurred to the item(s) in your shipment, or if any of the items you received are not the items you ordered, please contact customer service within 48 hours of receiving your package. Please provide the order number along with your email address and phone number for fastest service. To assure a prompt resolution, please keep the box, packing materials and the damaged or incorrect items for inspection by the carrier. Be aware that you might be asked to provide a photo of the product and/or packing material.
• Please be sure to include the packing slip inside your return package. If you do not have your packing slip, please use your order invoice as a substitute (contact customer service if you need help finding this number).
• Please provide the reason for your return/exchange on your packing slip or order invoice.
• Please note: Only products purchased directly from our website or in store may be returned for refund or exchange if damaged or incorrect.
• If you are returning a bundle, all items must be returned together in order to receive a refund.
For your protection and to ensure prompt delivery, we suggest that returns be mailed via FedEx or another insured and trackable parcel method. Please keep in mind that returns shipped ground shipping usually take 5 to 7 business days to be received before they can be processed.
Once you have completed these steps, please save your tracking information to ensure efficient processing of your return.
Thank you for understanding and for supporting our small business. If you have questions about which products are right for your skin, please don't hesitate to reach out or stop by the spa before placing your order - we're happy to help you choose the best fit for your needs.
