Last updated on 31st December 2025
 

Return Eligibility and Specific Conditions

Policy Overview

This policy outlines the terms for products purchased via https://www.serenacosmetics.com/. Serena Cosmetics is committed to providing 100% genuine products in compliance with the Nepal E-Commerce Act, 2025. Due to the nature of cosmetics and hygiene commitments, returns are only accepted under strict conditions. All items must be returned in their original, unused, and sealed condition with all packaging, tags, and accessories intact.

Authorized Reasons for Return

• Damaged or Defective Items: Issues must be reported within 48 hours of delivery. The product seal must be intact, but the item may be physically broken, leaking, or faulty.

• Incorrect or Missing Items: Discrepancies such as receiving the wrong brand or shade must be reported within 48 hours of delivery. Items must remain in their original condition.

• Product Not As Described: If a product fundamentally differs from the website description, it must be reported within 2 days of delivery.

Non-Returnable Items

For safety, hygiene, and authenticity reasons, the following are excluded from returns:

• Opened or Used Products: Any item where the original protective seal, packaging, or wrapper has been broken or tampered with.

• Products Lacking Proof: Items returned without the original packaging, invoice, or a valid Return Authorization Number (RAN).

• Customer-Damaged Items: Products damaged due to misuse, neglect, or improper storage after delivery.

• Promotional Goods: Items provided as promotional pieces or gifts.

• Perishables: Perishable goods returned past their expiry or specified return deadline. 

Procedures, Shipping, and Refunds

The Return Procedure

1. Initiate Claim: Contact Customer Care via email or phone within the specified 48-hour timeframe.

2. Provide Documentation: You must submit your Order Number, the names of the items, a detailed reason for the return, and clear photographic or video evidence of the defect or discrepancy.

3. Receive Authorization: Following a review of the evidence, approved claims will receive a Return Authorization Number (RAN) and shipping instructions.

4. Dispatch: Securely package the authorized items and ship them to the provided address with the RAN included.

Shipping Costs

• Serena Cosmetics Errors: For defective, damaged, or incorrect items, Serena Cosmetics will arrange pick-up or reimburse reasonable return shipping costs following a successful inspection.

• Change of Mind: We generally do not accept returns for a change of mind. If an exception is granted at our discretion, the customer is responsible for all return shipping costs.

Refunds and Exchanges

• Refund Eligibility: If eligibility criteria are met, customers have the right to a full refund.

• Refund Amount: This includes the full purchase price and relevant delivery fees if the return is due to the company's fault.

• Processing Time: Refunds are processed within 7 business days of receipt and inspection.

• Payment Method: Funds are credited back to the original method of payment, such as a bank transfer, e-wallet, or card.

• Exchanges: We offer exchanges for the same item or an equivalent product of the same value if the customer agrees. If inventory constraints exist, a refund will be issued instead.

Order Cancellation

Orders can only be cancelled before they have been processed and dispatched. Once a tracking number is generated or the status is "Shipped," cancellation is no longer possible. Contact Customer Care immediately with your Order Number to request a cancellation

Contact Information

• Email: serenacosmeticsnepal@gmail.com 

• Phone: 9779816140906 

• Operating Hours: Sunday - Friday, 10:00 AM to 6:00 PM