Refund policy
The right path depends on what happened with your order.
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First SERIVA order and the product isn’t right for you? See our 90-Day First-Order Guarantee.
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Returning an unopened, unused product? Eligible products may be returned within 30 calendar days of confirmed delivery.
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Item damaged, defective, incorrect, or lost? These issues are handled separately under the order-issue terms below.
Please contact SERIVA before sending any product back.
90-Day First-Order Guarantee
If your eligible first direct SERIVA order isn’t right for you, it may be covered by our 90-Day First-Order Guarantee.
This Guarantee is separate from the 30-day return policy below and includes its own eligibility and refund terms.
Please see the 90-Day First-Order Guarantee for the complete terms.
30-Day Returns for unopened & unused products
Unopened and unused SERIVA products may be returned within 30 calendar days of confirmed delivery.
This return option applies to both first and repeat orders.
To qualify for a 30-Day Return:
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the product must remain unopened and unused;
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you must contact SERIVA within 30 calendar days of confirmed delivery;
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you are responsible for the return shipping cost; and
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you must follow SERIVA’s return instructions before sending anything back.
No restocking fee applies.
Opened or used products do not qualify for a 30-Day Return.
If an opened or used product is part of an eligible first order, any potential refund is governed separately by the 90-Day First-Order Guarantee.
Do not send products to an address shown on the product packaging unless SERIVA has specifically instructed you to do so.
Damaged, defective, incorrect, or lost orders
These issues are handled separately from both the 30-day return policy and the 90-Day First-Order Guarantee.
Damaged, defective, or incorrect items
Please inspect your order when it arrives.
If a product arrives damaged or defective, or you receive an incorrect item, contact SERIVA within 30 days of delivery.
Please include:
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your order number;
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a brief description of the issue; and
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photographs when reasonably possible.
Once the issue has been reviewed and approved, SERIVA will arrange an appropriate replacement or refund at no additional cost to you.
If a return is required for a damaged, defective, or incorrect item, SERIVA will cover the required return shipping.
Lost packages
If your package appears to have been lost in transit, contact SERIVA no later than 30 days after the estimated delivery date.
We will review the available shipment and tracking information and, where the claim is approved, arrange an appropriate replacement or refund.
Incorrect addresses, refused & unclaimed packages
Customers are responsible for providing a complete and accurate shipping address at checkout.
If you notice an address error after placing your order, contact SERIVA as soon as possible. We will make reasonable efforts to update the address before fulfillment begins, but changes cannot be guaranteed once an order has entered processing or shipment.
Orders that cannot be delivered because of an incorrect or incomplete address, orders refused by the recipient, or orders that remain unclaimed may not qualify for a refund.
Additional shipping charges may apply if reshipment is requested.
Order changes & cancellations
Orders may enter processing shortly after they are placed.
If you need to change or cancel an order, contact SERIVA as soon as possible.
We will make reasonable efforts to accommodate your request, but changes or cancellations cannot be guaranteed once fulfillment has begun.
Refunds & contact
Approved refunds are issued to the original payment method.
After SERIVA has issued a refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
The amount of any approved refund is determined according to the policy that applies to your situation and, where relevant, the terms of the 90-Day First-Order Guarantee.
Requests that do not meet the applicable conditions may be declined.
For return, refund, replacement, cancellation, order issue, or Guarantee questions, contact:
Nothing in this policy limits any consumer rights that cannot be waived under applicable law.