Last updated: November 1, 2024
At SEREN Cosmetic Dermatology, we strive to provide our customers with high-quality skincare products and services. We understand that sometimes returns may be necessary, and this policy outlines the terms and procedures for returns and exchanges.
1. Final Sale Items
All skincare product sales are final and non-refundable. Due to health and safety regulations, skincare products are not eligible for returns, refunds, or exchanges unless they arrive damaged or defective.
2. Defective or Damaged Products
If your item arrives damaged or defective, please contact us within 7 days of receiving your order to request a return or exchange. We will assess your request and may provide a replacement or refund in the following cases:
- Product Arrived Damaged: If the product was damaged during shipping.
- Product Defect: If the item has a manufacturing defect.
To process a return or exchange for damaged or defective items, follow these steps:
- Contact Customer Service: Email our Customer Service team at admin@serenderm.com with your order number, a description of the issue, and photos of the defect or damage if possible.
- Approval Process: Our team will review your request. If approved, we will provide instructions on how to return the item.
- Replacement or Refund: Once we receive and inspect the returned item, we will process a replacement or issue a refund, as applicable.
3. Return Process for Other Eligible Items
For items other than skincare products (e.g., certain accessories or tools), returns may be accepted if they meet the following conditions:
- Return Window: Returns must be initiated within 15 days of purchase.
- Condition: Items must be unused, unopened, and in their original packaging.
- Return Shipping: The customer is responsible for return shipping costs unless the return is due to an error on our part.
To initiate a return, please contact our Customer Service team with your order details. Once your return is approved, we will provide instructions on where to send the item.
4. Refund Processing
- Inspection: Once we receive and inspect the returned item, we will notify you of the status of your return.
- Refunds: Refunds will be processed to your original payment method within 5-7 business days of approval. Processing times may vary depending on your bank or credit card provider.
5. Non-Returnable Items
In addition to skincare products, the following items are non-returnable:
- Gift cards
- Promotional or clearance items
6. Customer Rights and Compliance
SEREN Dermatology complies with Puerto Rico’s Department of Consumer Affairs (DACO) guidelines and U.S. federal regulations for consumer protection. For further questions or concerns, you may also contact DACO.
7. Contact Us
For any questions about our Returns Policy or to initiate a return, please contact us at:
