Our Policies

Everything you need to know about how we work, how we protect your data, and your rights as a customer.

Terms & Conditions

Effective date: 1 January 2026 · Last updated: 1 January 2026

About Us

Face by Sero is a trading name of Ruth & Kin PTY LTD, registered in Australia (ABN: 75 110 648 375). Our registered office is at 167 Markeri Street, Gold Coast, QLD 4218, Australia.

To contact us: hello@facebysero.com

Shipping, delivery and stock fulfilment are handled by an authorised third-party fulfilment partner on our behalf.

Using Our Website

Our website is intended for personal, non-commercial use. You agree not to misuse our website, attempt to gain unauthorised access to our systems, or use it for any unlawful purpose. All content on this website is owned by or licensed to Face by Sero and may not be reproduced without our written permission.

Placing an Order

When you place an order you are making an offer to purchase. Your order is accepted once we send an order confirmation email. We reserve the right to cancel any order, for example if a product is out of stock or if we suspect fraudulent activity, in which case we will provide a full refund.

You must be 18 years of age or over to purchase from this website.

All prices are shown in Pounds Sterling (£) and are inclusive of UK VAT at 20%. Delivery charges are shown at checkout.

Delivery

All orders are fulfilled and dispatched by our authorised third-party fulfilment partner. Estimated delivery timeframes are shown at checkout. Delivery dates are estimates and are not guaranteed. Risk in the goods passes to you on delivery. If you provide an incorrect delivery address we cannot be held liable for non-delivery.

Product Information

We take care to ensure all product descriptions, ingredient lists and claims are accurate and compliant with UK Cosmetic Regulations. However, formulations may change and we recommend always checking the packaging you receive.

Our products are cosmetics, not medicines. Nothing on this website constitutes medical advice. If you have a skin condition, are pregnant, or have known allergies, consult your GP or dermatologist before use. Always patch-test new skincare products.

Limitation of Liability

To the extent permitted by law, our liability to you is limited to the price you paid for the products in question. We are not liable for indirect losses, loss of data, or loss of profit. Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.

Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the jurisdiction of the English courts. Your statutory rights as a UK consumer are not affected by these terms.

Your statutory rights: These terms do not affect your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.

Questions? Contact us at hello@facebysero.com. We aim to respond within 2 business days.

These terms govern your use of the Face by Sero website and your purchase of our products. By placing an order, you confirm you have read and agree to these terms.

Returns & Refund Policy

Effective date: 1 January 2026 · Last updated: 1 January 2026

This policy is written in accordance with your statutory rights under UK consumer law. Your legal rights are not limited by anything stated here.

Your legal rights at a glance

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods — no reason needed. Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement if goods are faulty, not as described, or not fit for purpose.

14-Day Right to Cancel

You have 14 calendar days from the date you receive your order to cancel and return it for a full refund. To exercise this right, notify us within the 14-day window by emailing hello@facebysero.com with your order number and the item(s) you wish to return.

Conditions: Items must be returned unused, sealed, and in their original condition and packaging. Opened or used cosmetic products cannot be returned under this provision — an exemption permitted under UK law (Regulation 28(1)(e) of the Consumer Contracts Regulations 2013) due to the nature of personal hygiene goods.

The cost of return postage is your responsibility unless the item is faulty or incorrect. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Faulty, Damaged or Incorrect Items

If your product arrives damaged, is faulty, or is not what you ordered, contact us within 30 days of delivery at hello@facebysero.com with a description and, where possible, a photograph.

Under the Consumer Rights Act 2015, if a product is faulty you have:

  • The right to a full refund within the first 30 days after purchase.
  • After 30 days and up to 6 months, the right to a repair or replacement (or a refund if repair or replacement is not possible or fails).

Where an item is confirmed faulty or damaged in transit, we will cover the cost of return postage.

How to Return

  1. Email hello@facebysero.com with your order number and reason for return.
  2. We will confirm your return and provide the return address within 2 business days.
  3. Pack the item securely and return it using a tracked postal service.
  4. Once received and inspected, your refund will be processed within 14 days.

Refunds

Refunds are made to the original payment method. Original delivery charges are refunded only where you are cancelling within your 14-day statutory right, or where the item is faulty or incorrect. Please allow up to 5 business days for refunds to appear in your account after processing.

Non-Returnable Items

The following cannot be returned except where faulty:

  • Opened or used cosmetic products (hygiene exemption under UK law)
  • Gift sets or bundles that have been partially opened

Returns

To start a return, email hello@facebysero.com with your order number. Please do not send items back without first receiving return confirmation from us.

Privacy Policy

Effective date: 1 January 2026 · Last updated: 1 January 2026

This policy explains what personal data we collect, why we collect it, how we use it, and your rights under UK GDPR and the Data Protection Act 2018.

Data Controller

The data controller is Ruth & Kin PTY LTD, trading as Face by Sero. Registered address: 167 Markeri Street, Gold Coast, QLD 4218, Australia.

For all data-related enquiries: hello@facebysero.com

What Data We Collect

Identity & Contact ( E.g - Name, email address, delivery address, phone number)

Collected When: you place an order or create an account.

Transaction Data ( E.g - Products ordered, order value, payment method (not card details))

Collected When: you make a purchase.

Technical Data (E.g - IP address, browser type, device, pages visited

Collected Automatically via cookies when you visit our website.

Marketing Preferences (E.g - Email opt-in status, communication preferences

Collected When: you subscribe or update your preferences

Communications (E.g - Emails and messages you send us

Collected When: you contact our customer care team

We do not collect or store full payment card details. Payments are processed securely by our payment provider and are subject to their own privacy policies.

Why We Use Your Data

Purpose - Legal basis

Processing and fulfilling your order - Performance of a contract

Customer service and handling returns - Performance of a contract / Legitimate interests

Sending order confirmations and delivery updates - Performance of a contract

Sending marketing emails (with your consent) - Consent

Improving our website - Legitimate interests

Fraud prevention and security - Legitimate interests / Legal obligation

Complying with legal obligations - Legal obligation

Who We Share Your Data With

We do not sell your personal data. We share only what is strictly necessary to operate our business:

  • Authorised fulfilment and shipping partners — we share your name, delivery address and phone number solely to fulfil and deliver your order. No additional personal data is shared.
  • Our ecommerce platform — for order management and secure payment processing.
  • Email marketing platform — to send transactional and marketing emails, where you have consented.
  • Analytics providers — to understand how our website is used. Data is anonymised where possible.

International Data Transfers

Ruth & Kin PTY LTD is based in Australia. When you place an order, your personal data is transferred to and processed in Australia for order management purposes. Australia is not currently recognised by the UK as a country with an adequate level of data protection under UK GDPR.

We ensure this transfer is lawful by implementing appropriate safeguards, including Standard Contractual Clauses (SCCs) as approved under UK GDPR. By placing an order with us, you acknowledge that your data will be transferred to Australia for this purpose.

Your name, delivery address and phone number are also shared with our authorised third-party fulfilment and shipping partners, who may be located outside the UK, solely for the purpose of delivering your order. Appropriate safeguards are in place for all such transfers.

For further information on the safeguards in place, contact us at hello@facebysero.com.

Cookies

Our website uses cookies to improve your experience and understand how our site is used. You will be asked for your cookie preferences on your first visit.

  • Essential cookies: Required for the website to function (e.g. your shopping basket). These cannot be switched off.
  • Analytics cookies: Help us understand how visitors use our site. Require your consent.
  • Marketing cookies: Used to show relevant advertising. Require your consent.

You can update your cookie preferences at any time via the cookie settings link in our website footer.

How Long We Keep Your Data

  • Order and transaction data: 7 years (HMRC legal requirement)
  • Customer account data: Duration of your account, plus 2 years after closure
  • Marketing data: Until you unsubscribe or request deletion
  • Customer service correspondence: 3 years

Your Rights Under UK GDPR

You have the following rights. To exercise any of them, email hello@facebysero.com. We will respond within 30 days.

  • Right to access: Request a copy of the personal data we hold about you.
  • Right to rectification: Ask us to correct inaccurate or incomplete data.
  • Right to erasure: Ask us to delete your data, subject to legal retention obligations.
  • Right to restrict processing: Ask us to pause processing of your data in certain circumstances.
  • Right to data portability: Request your data in a structured, machine-readable format.
  • Right to object: Object to processing based on legitimate interests, or to direct marketing at any time.
  • Right to withdraw consent: Where processing is based on consent, withdraw it at any time.

You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.

Marketing

We will only send marketing emails if you have explicitly opted in. Every marketing email contains an unsubscribe link. You can unsubscribe at any time by emailing hello@facebysero.com. Unsubscribing does not affect transactional emails such as order confirmations.

Policy Updates

We may update this policy from time to time. The "Last updated" date at the top of this page will reflect any changes. We encourage you to review this policy periodically.

Data queries: Contact us at hello@facebysero.com. To complain to the regulator, visit ico.org.uk.

Face by Sero

Skincare that meets you where you are. Not where you used to be.

COSMOS Certified · Vegan · Cruelty-Free · Dermatologist Tested · Made in EU

Ruth & Kin PTY LTD · Registered in Australia · 167 Markeri Street, Gold Coast, QLD 4218

Trading as Face by Sero · hello@facebysero.com

UK Responsible Person: MypureLTD, Unit 1, Bethersden Business Centre, Bethersden, Kent, TN26 3JL, United Kingdom

© 2025 Ruth & Kin PTY LTD. All rights reserved.