RETURNS

SERUMS & MASKS will gladly accept returns on unopened/unused orders placed within 60 days. We only accept returns for items purchased through the website serumsandmasks.com. If you purchased an item from a retail partner, please contact that retailer directly.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Subscriptions are not eligible for return. 

Our products are considered a hygienic product. We take matters of hygiene and public safety seriously and do not allow opened or used items to be returned for the safety of all our customers.

You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from.

To complete your return:

Pack up the items in a shipping box

Include a copy of your packaging slip with your return. If you don’t have a packing slip, please include the following information with your return:

Full Name
Email address
Telephone number
SERUMS & MASKS order confirmation number
A note about why you’re returning the item(s)


REFUNDS (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and are processing your refund. The refund will automatically be applied to your credit card or original method of payment within 5 business days.

There are certain situations where refunds will not be granted :
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 60 days after delivery.

If you’ve been notified that you’re receiving a refund, but it has been more than 5 business days since the notice has been issued, please contact your bank. There is often a processing time before the refund is posted to your account.

SALE ITEMS

Only regular priced items may be refunded, unfortunately, sale items, subscriptions, specials, bundles, discounted items cannot be refunded.

If you have additional questions, please contact us at support@serumsandmasks.com


EXCHANGES (if applicable)

We only replace items if they are defective or damaged. 

Should you receive damaged, defective, or the wrong item(s), please contact us immediately within 7 days from delivery date and specify the damage, defect, or wrong item(s) including a picture of the packaging with clear tracking number shown and the picture of the product received. We will inspect your complaints and proceed with replacement. We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available. If you need to exchange it for the same item, send us an email at support@serumsandmasks.com for further instructions.

RETURN SHIPPING

All customers are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

We recommend using a trackable shipping service such as USPS, Fedex or UPS with insured parcel post as Serums & Masks will not be responsible for lost returns.  

SHIPPING ADDRESS ACCURACY & RETURN FEES

Customers are responsible for providing full, accurate and complete shipping information at checkout. This includes all necessary details such as street address, apartment or unit number (if applicable), and any other relevant information needed for successful delivery.

Any orders that are marked undeliverable or returned to us due to incorrect or incomplete shipping information are subject to additional shipping fees to resend the package. Please review your shipping information carefully before placing your order, as we are not responsible for delays or costs caused by inaccurate addresses.

In an effort to keep shipping costs affordable, Serums & Masks subsidizes a significant portion of shipping fees so we can offer low-cost and free flat-rate shipping to our customers.

If an order is returned to us due to incorrect or incomplete shipping details, the following fees will apply:

• Reshipment Fee: $9.99

• Refund Option: If you prefer a refund instead of reshipment, the original shipping cost ($9.99) plus a 15% restocking fee will be deducted from your refund.

Please note: We can only reship or refund orders that are successfully returned to us. Unfortunately, some undeliverable packages are not sent back by the carrier and may be lost in transit, in which case we are unable to offer a reshipment or refund.

Please contact support@serumsandmasks.com with any questions.