Refund policy

RETURNS & REFUND POLICY

Last updated: 18 September 2026

At Face by SERO, we want you to feel completely confident buying from us. Here's exactly where you stand if a product isn't right for you.

1. Your right to cancel (UK customers, and our standard policy for all customers)

If you change your mind, you can cancel your order and return it for a full refund within 14 days of receiving it. This matches the minimum right UK law gives you under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — and we apply the same 14-day window to every customer, wherever you're ordering from, so the policy is simple and consistent.

To cancel, just tell us within 14 days of delivery (see "How to start a return" below). You then have a further 14 days to send the item back to us.

Important exception for skincare and cosmetics: because our products are sealed for hygiene and health-protection reasons, once a product's seal is broken or it's been used, it can no longer be returned for a change-of-mind refund — this is a standard, legally recognised exception for cosmetics and skincare (health/hygiene-sealed goods) under UK consumer law. This does not affect your rights if the product is faulty, damaged, or not what you ordered — see Section 3.

2. What can be returned

To qualify for a change-of-mind refund, your item must be:

Unopened and unused, with the original hygiene seal intact
In its original packaging
Returned within 14 days of delivery, with proof of purchase (order number or receipt)

3. Faulty, damaged, or incorrect items

This is separate from — and in addition to — the change-of-mind right above, and it applies regardless of whether the product has been opened or used.

If your item arrives faulty, damaged in transit, or isn't what you ordered, you're entitled to a full refund, replacement, or repair, and we cover the return shipping cost. Under the UK Consumer Rights Act 2015, you have a short-term right to reject faulty goods for a full refund within 30 days of delivery; beyond that, you're still entitled to a repair, replacement, or partial/full refund depending on the circumstances. US customers are protected by equivalent consumer protection standards, including implied warranties of merchantability under state law.

Please contact us within a reasonable time of noticing the fault, ideally with a photo of the issue, so we can sort it quickly.

4. What can't be returned

Opened, used, or unsealed skincare and cosmetic products (unless faulty — see Section 3)
Gift cards
Items marked as final sale at the time of purchase

5. How to start a return

Email hello@facebysero.com within 14 days of delivery with your order number and the reason for return. We'll confirm your return is eligible and send you the return address and any instructions.

Please don't send anything back before you've heard from us — we can't guarantee we'll be able to process returns sent without confirmation.

6. Return shipping costs

Change of mind: you're responsible for the cost of returning the item to us. We recommend using a tracked shipping service — we can't take responsibility for returns lost in transit before they reach us.
Faulty, damaged, or incorrect items: we cover the return shipping cost, either by refunding your postage or sending a prepaid label where available.

7. Refunds

Once we've received and checked your return, we'll process your refund within 14 days (in practice, usually much sooner). Refunds go back to your original payment method. You'll get an email confirming once it's done — please allow a few extra business days for it to appear on your statement, depending on your bank or card provider.

8. Exchanges

We don't currently offer direct exchanges. If you'd like a different product or size, please return your original order for a refund and place a new order.

9. International orders (including US customers)

You're welcome to return an eligible item from anywhere we ship to. You're responsible for return shipping costs and any customs paperwork; we're not able to refund the original outbound shipping cost, and customs/import duties already paid are non-refundable by us (you may be able to reclaim these through your local customs authority).