Refund policy

Refund Policy — Serevia Last updated: 18 December 2025

At Serevia, we want you to be satisfied with your purchase. If you are not completely satisfied, this refund policy explains the conditions under which returns and refunds may be accepted. We invite you to read this policy carefully before submitting a refund request.

1. Deadline for requesting a refund Customers may request a refund within 30 days of receiving their order. Requests submitted after this 30-day period will not be accepted, unless otherwise required by applicable law.

2. Conditions for a refund For a refund to be approved, all of the following conditions must be met:

  • The product must be new, unused and in the same condition in which it was delivered
  • The product must show no signs of use, damage, modification or wear
  • The product must be returned in its original packaging, including all components, accessories, manuals and included materials
  • The original packaging must be sufficient to protect the product during the return shipment

We reserve the right to refuse a refund if the returned product does not meet these conditions.

3. Non-refundable items The following items are not eligible for a refund:

  • Products that have been used, damaged, modified or worn
  • Products returned without original packaging or with missing components
  • Products returned after the 30-day deadline
  • Gift cards, promotional or complimentary items (if included in the order)

For hygiene or safety reasons, sealed products cannot be returned once the seal has been broken.

4. How to request a refund To request a refund, please contact our customer service team: Email: support@myserevia.com

Please include:

  • Your order number
  • The email address used at checkout
  • The reason for your refund request

Incomplete requests may cause delays in processing. Please do not return the product without prior approval. Unauthorised returns may not be accepted.

5. Return costs — AT THE CUSTOMER'S EXPENSE The cost of returning the product is entirely the responsibility of the customer. The customer is responsible for choosing a carrier and covering the shipping costs to return the product to our address.

Exceptions apply in the following cases, where return costs are covered by us:

  • Defective or damaged product upon delivery
  • Our error (wrong product sent)

We strongly recommend using tracked shipping. Serevia is not responsible for parcels lost or damaged during return. Without proof of tracked shipment, we cannot guarantee a refund in the event of non-receipt.

6. Refund processing Upon receipt and inspection of the returned product, we will inform you of the approval or rejection of your refund. If the refund is approved:

  • The money will be returned via the original payment method
  • Processing may take between 5 and 10 business days depending on your payment provider
  • Original shipping costs are non-refundable, unless otherwise required by law

7. Product exchange If you would like to make an exchange, please contact us before returning the product. Exchanges are subject to product availability and must meet the same conditions as refunds.

8. Misuse and policy enforcement We reserve the right to refuse refunds or returns in the event of:

  • Repeated or excessive refund requests
  • Suspected misuse of this policy
  • Fraudulent or deceptive behaviour

This policy aims to ensure fair treatment for both our customers and our company.

9. Contact information For any questions regarding returns or refunds: Company name: Serevia Email: support@myserevia.com