Refund policy

RETURNS AND REFUND POLICY

Last updated: June 2026

At Serraphea, we want you to be fully satisfied with your purchase. This policy explains your rights, our commitments, and how to make a return.

1. Statutory Right to Cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day cooling-off period during which you may cancel your purchase without giving any reason.

How to exercise this right:

The 14-day period begins the day after you receive your order. To cancel, simply notify us by a clear statement, sent by email to support@serraphea.com, before the 14 days expire. You may use the model cancellation form at the end of this policy, but you are not required to do so.

After notifying us of your cancellation, you have a further 14 days to return the goods to us.

During the cooling-off period, you may:

Handle and inspect the goods as you would in a shop, in order to establish their nature, characteristics, and proper functioning. Your right to cancel does not depend on the goods being in strictly unused condition, provided you have not handled them beyond what is necessary for this examination.

2. Extended Commercial Return Period (30 days)

In addition to your statutory 14-day right, and as a purely commercial gesture, we offer an extended return period bringing the total to 30 days from receipt of your order.

To qualify for this extension (days 15 to 30), the product must be:

  • In its original condition, unused;

  • In its original packaging, with all tags attached;

  • Accompanied by proof of purchase.

This extension is a commercial goodwill measure that supplements — but does not replace — your statutory rights.

3. Faulty, Damaged, or Misdescribed Goods (Consumer Rights Act 2015)

Under the Consumer Rights Act 2015, all goods we supply must be of satisfactory quality, fit for purpose, and as described.

Short-term right to reject (first 30 days):

If your goods turn out to be faulty, not as described, or unfit for purpose, you have 30 days from delivery to reject them and receive a full refund. You are not required to accept a repair or replacement during this period if you do not wish to.

After 30 days but within 6 months:

You may request one repair or replacement. If that repair or replacement fails, or is not possible, you are entitled to a price reduction or to reject the goods and receive a refund. During this 6-month period, any fault is presumed to have been present at the time of delivery unless we can demonstrate otherwise.

After 6 months (up to 6 years):

You may still bring a claim if you can show that the fault was present at the time of delivery. The 6-year limitation period applies in England, Wales, and Northern Ireland (5 years in Scotland).

How to report a fault:

Please contact us at support@serraphea.com as soon as possible after discovering the issue, ideally with photos of the product and packaging. This helps us resolve matters quickly. Prompt notification is a courtesy we appreciate — it does not affect your statutory rights, which apply throughout the periods set out above.

4. How to Initiate a Return

Contact us at support@serraphea.com with your order number and, where possible, the reason for the return. We will then send you:

  • Full instructions for returning the goods;

  • A return label, depending on the type of product and the reason for return.

Return address:

[Note urgente — voir mes commentaires en bas. Adresse de retour UK à organiser séparément. Pour l'instant, placeholder :]

Serraphea Limited — Returns [UK Return Address to be added — see notes at end of document]

We strongly recommend using a tracked delivery service and keeping your proof of postage. Without tracking, we cannot guarantee processing of your return if the parcel is lost in transit.

Important: Returns sent without prior notification cannot be processed.

5. Return Costs

  • Our error (damaged goods, wrong item, faulty product, item not as described): we cover the full cost of return and provide a prepaid return label.

  • Cancellation within the 14-day cooling-off period (no reason given): you bear the cost of return, unless agreed otherwise. You may choose your own delivery method or use a prepaid label we provide, in which case its cost will be deducted from your refund.

  • Extended commercial period (days 15 to 30): you bear the cost of return.

6. Product Reactions and Individual Results

As with any cosmetic or skincare product, reactions can vary from one person to another. Results may vary from one individual to another.

If you experience a skin reaction or any other adverse effect, please stop using the product immediately and contact us at support@serraphea.com. We will offer you a suitable solution (refund or exchange), even if the product has been opened.

7. Non-Returnable Items

In accordance with the Consumer Contracts Regulations 2013, certain products are excluded from the right to cancel:

  • Sealed goods which are not suitable for return due to health protection or hygiene reasons, once they have been unsealed after delivery (for example, cosmetic and skincare products whose original seal has been broken);

  • Personalised or made-to-order items;

  • Perishable goods (food, flowers, plants);

  • Gift cards and downloaded digital content;

  • Hazardous substances, flammable liquids, or gases.

If you are unsure whether a product is eligible for return, please contact us before placing your order.

8. Exchanges

The quickest way to exchange an item is to:

  1. Return the current item via the standard procedure;

  2. Place a new order for the item you would like instead.

This ensures the replacement item is still in stock.

9. Refunds

Once your cancellation has been notified, we will issue your refund within 14 calendar days at the latest. We reserve the right to withhold the refund until we receive the returned goods, or until you provide proof that you have sent them back — whichever is the earlier.

Refunds will be issued to the original payment method used for the order, unless agreed otherwise.

If more than 14 calendar days have passed since your notification of cancellation and you have not yet received your refund, please contact us at support@serraphea.com.

10. Complaints and Dispute Resolution

We aim to resolve any complaint directly and amicably. If you are not satisfied with your purchase or have a concern, please contact us first at support@serraphea.com — we are committed to responding promptly and finding a fair solution.

If we are unable to resolve a dispute directly, you may seek free, impartial advice from the Citizens Advice consumer service:

You may also pursue your claim through the small claims track of the County Court (or the Sheriff Court in Scotland) as a final option.

Please note that we are not currently signed up to any specific Alternative Dispute Resolution (ADR) scheme.

11. Seller Identity

Company: Serraphea Limited

Company Number: 78544783

Registered Office: Office 3906, 39th The CTR 99, Queen's Road Central, Central, Hong Kong

Email: support@serraphea.com

 

 

Annex: Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract)

To Serraphea Limited, [UK return address], support@serraphea.com:

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []:

  • Ordered on [] / received on []:

  • Order number:

  • Name of consumer(s):

  • Address of consumer(s):

  • Date:

  • Signature of consumer(s) (only if this form is notified on paper)

[] Delete as appropriate.*