Refund policy
Last updated: May 29, 2026
At Seravia, we want your shopping experience to be clear, secure and satisfactory. If you need to request a return, this policy explains the timeframes, conditions and steps you should follow.
This policy applies to customers purchasing from the United States, the United Kingdom and Australia, without limiting any mandatory consumer rights that may apply in your country.
1. Return Window
We offer a 30-day return policy from the date your order is delivered.
This means you may request a return within 30 calendar days after receiving your product.
For customers in the United Kingdom, you may also have a legal right to cancel an online purchase within 14 days after receiving your order, without giving a reason, unless an exception applies.
For customers in Australia, this policy does not exclude, restrict or modify any rights you may have under the Australian Consumer Law, including your rights when a product is faulty, not as described, unsafe or does not meet consumer guarantees.
2. Conditions for Returns
To be eligible for a return, the product must be in good condition, without damage, stains, odours, breakage, signs of prolonged use or improper handling.
You may open the product to inspect its characteristics and check its basic functionality in a reasonable way. However, if the product has been used beyond what is necessary to inspect it, Seravia may apply a proportional deduction to the refund due to loss of value, where permitted by applicable law.
We recommend returning the product in its original packaging, with all labels, protective materials, accessories, manuals and instructions included whenever possible.
If the product is returned without appropriate protection and arrives damaged during return shipping, the customer may be responsible for any loss of value, unless the return is due to a defective, damaged or incorrect item.
3. Used, Damaged or Improperly Handled Products
Continuous use, washing, exposure to odours, stains, dirt, physical damage or any handling that prevents the product from being resold in suitable condition will not be considered reasonable inspection.
After reviewing the returned product, Seravia may reject the refund in full or in part, or apply a proportional deduction depending on the condition in which the item is received, where permitted by applicable law.
For hygiene and personal-care reasons, opened or used products may not be eligible for return unless they are defective, damaged, incorrect, not as described or the return is otherwise required by applicable consumer law.
4. How to Start a Return
To start a return, please contact us at:
In your message, please include:
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Your order number.
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The full name used for the purchase.
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The email address used for the order.
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The reason for the return.
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Photos or videos if the product is damaged, defective or different from what you ordered.
Returns sent without contacting us first and without receiving return instructions may not be accepted.
Once we review your request, we will explain the next steps and provide the return address where the product should be sent.
Important: Please do not send the product to any address before receiving our return instructions.
5. Return Shipping Costs
Unless the product is defective, damaged, incorrect or the issue is attributable to Seravia, the direct cost of return shipping will be the customer’s responsibility.
We do not accept returns sent cash on delivery, freight collect or without prior authorisation.
If the return is due to our error, a defective product, a damaged product or an incorrect item, we will review the case and provide an appropriate solution.
For UK customers exercising their cancellation rights, the customer may be responsible for the direct cost of return shipping where permitted by law and where this has been clearly communicated.
6. Timeframe to Send the Returned Product
Once your return request has been accepted, you must send the product back within 14 calendar days from the date you notify us of the return or cancellation, where applicable.
Seravia may withhold the refund until we have received the returned product or until you provide valid proof that the product has been sent back.
7. Damaged, Defective or Incorrect Products
Please inspect your order as soon as you receive it.
If the item is defective, damaged or you have received the wrong product, please contact us as soon as possible at:
To review the issue, we may ask you to provide clear photos or videos showing the problem, together with your order number and the email address used for the purchase.
If we confirm that the product has a manufacturing defect, was damaged before delivery or was sent incorrectly, we will offer an appropriate solution depending on the case. This may include a replacement, refund or another suitable remedy, as required by applicable consumer law.
8. Exceptions and Non-Returnable Items
For legal, hygiene or product safety reasons, certain items may not be eligible for return unless they are defective, damaged, incorrect or otherwise required to be accepted under applicable consumer law.
Non-returnable items may include:
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Personalised or custom-made products.
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Gift cards.
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Products that are not suitable for return for hygiene or health protection reasons if they have been unsealed after delivery.
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Products damaged due to misuse, incorrect handling or wear and tear not caused by an original defect.
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Products returned with missing components, accessories or essential packaging, where this affects their condition or value.
If you are unsure whether your product can be returned, please contact us before sending it back.
9. Exchanges
We currently do not offer direct product exchanges.
The fastest way to obtain a different item is to request a return for the product received and, once the return is accepted, place a new order separately.
10. Refunds
Once we receive your returned product, we will inspect its condition and notify you whether the refund has been approved in full or in part.
If approved, the refund will be issued automatically to the original payment method used for the purchase.
The estimated timeframe to process a refund is up to 10 business days from the approval of the return. Please note that your bank, card provider or payment provider may take additional time to make the funds available in your account.
For UK customers exercising statutory cancellation rights, refunds will be processed in accordance with applicable UK consumer law.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:
11. Partial Refunds Due to Loss of Value
If the returned product shows signs of improper use, dirt, damage, odours, missing components, deterioration of packaging due to improper handling or any loss of value beyond what is necessary to inspect the product, Seravia may apply a proportional deduction to the refund, where permitted by applicable law.
This deduction will be assessed case by case after inspecting the returned product.
Nothing in this policy limits any mandatory consumer rights that may apply in the United States, the United Kingdom or Australia.
12. Contact
For any questions related to returns, exchanges, incidents or refunds, you can contact us at:
We aim to respond within 24 to 48 business hours.