Return & Refund Policy
At Serovira, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.
We aim to make the return process as straightforward and transparent as possible.
30-Day Return Guarantee
You have 30 days from the date of delivery to request a return.
Once your return is approved and the item has been received and inspected, we will issue a refund to your original payment method in accordance with this policy.
Eligible Returns
Most items may be returned provided that:
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The return request is submitted within 30 days of delivery;
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The item is unused and in its original condition;
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All original packaging, accessories, and tags are included where applicable;
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Proof of purchase can be provided.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
In these situations:
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We will review your case as quickly as possible;
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Return shipping costs may be covered by us where applicable;
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You may be offered a replacement, refund, or another suitable resolution.
To help us resolve the issue promptly, please include photographs showing the problem.
How to Start a Return
To ensure your return is processed correctly, please contact our customer support team before sending any item back.
Please include:
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Your order number;
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The reason for the return;
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Photographs if the item is damaged, defective, or incorrect.
Our team will review your request and provide further instructions.
Return Authorisation
Once your request has been approved, you will receive:
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Return instructions;
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The appropriate return address;
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Any additional information required to complete the return process.
Returns sent without prior authorisation may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the return relates to a damaged, defective, or incorrect item.
For your protection, we recommend using a tracked shipping service, as we cannot be responsible for returns lost during transit.
Refund Process
After your returned item has been received and inspected, we will notify you of the outcome.
If approved:
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Your refund will be issued to the original payment method;
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Refunds are typically processed within 5 business days;
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Your payment provider may require additional time to complete the transaction.
You will receive an email confirmation once your refund has been processed.
Exchanges
We do not currently offer direct exchanges.
If you would like a different size, colour, or product, simply return the original item following the steps above and place a new order through our website.
Lost Parcels
If your parcel has not arrived within the estimated delivery timeframe, please contact our support team.
We will investigate the shipment with the carrier and, where appropriate, arrange a replacement or refund.
Consumer Rights
Nothing in this policy limits or excludes any rights that may be available to you under applicable consumer protection laws.
Contact Us
If you have any questions regarding returns or refunds, our support team is here to help.
Response Time: Within 24 hours on business days.