As part of our shipping, delivery, return, and refund processes, Seraphinite – The Art of Skincare may collect, store, and process certain personal information to ensure smooth order fulfilment and customer support. When you place an order on our website, we require details such as your name, phone number, email address, billing information, and shipping address to process and deliver your purchase. This information is shared only with trusted third-party logistics partners and courier services strictly for the purpose of shipping, tracking, and ensuring timely delivery of your products. These service providers are contractually obligated to handle your information securely and use it solely for logistics-related functions.

If you initiate a return, replacement, cancellation, or refund request, we may collect additional information necessary to verify your identity, confirm order details, process the request, and comply with accounting or legal obligations. This may include transaction information, proof of purchase, payment confirmation, and communication records. Refunds processed through payment gateways or financial institutions may require us to share relevant personal details—such as your name, order ID, and payment method—solely to facilitate secure and accurate refund settlement.

All information collected for shipping and return purposes is handled with strict confidentiality and is retained only for as long as required to complete the fulfilment or refund process and for compliance with applicable laws. We do not share, sell, or disclose your shipping or return-related data to any unrelated third parties. Seraphinite ensures that your personal information is used exclusively to provide you with a smooth delivery experience, resolve order-related concerns, enhance service quality, and maintain operational accuracy.

Return & Refund Policy – Seraphinite (The Art of Skincare)

At Seraphinite, we take great pride in delivering high-quality skincare products formulated with care and precision. To maintain product integrity, hygiene, and safety standards, we offer returns and refunds only under specific conditions as described below.

1. Eligibility for Returns

Due to the nature of skincare products, returns are accepted only if:

• The product arrived damaged, leaked, broken, or tampered.
• You received the wrong product.
• The item delivered is expired.

Returns for reasons such as personal dislike, change of mind, incorrect ordering, or skin reactions are not eligible, as individual results and preferences vary.

2. Return Request Window

To qualify for a return or replacement, you must raise a request within 24–48 hours of product delivery.
Requests made after this period may not be accepted due to verification limitations.

3. How to Initiate a Return

You can request a return or replacement by contacting our customer support team via email, WhatsApp, or phone. Please provide:

• Your Order ID
• Photos/videos of the product, outer packaging, and invoice
• A brief description of the issue

Our team will review your request and guide you through the next steps.

4. Return Verification

Once your request is received:

• Our team will review the evidence.
• If the claim is valid, we will arrange a pickup or request further details if required.
• Products must be returned in their original packaging with all labels intact.

Returns will be approved only after successful verification of the reported issue.

5. Replacements

If approved, a replacement product will be shipped at no additional cost.
Replacements are subject to stock availability.
If the item is out of stock, you may opt for:

• A refund, or
• A product of equal value

6. Refund Policy

Refunds are issued when:

• The product cannot be replaced
• The product received was damaged, defective, or incorrect
• The return request is verified and approved

Refunds are processed to the original method of payment:

• Prepaid orders: Returned to the same card/UPI/wallet/bank
• COD orders: Refunded via bank transfer or UPI (details will be requested)

Refund timelines:

• 3–5 business days for processing
• Additional 2–7 business days for the amount to reflect, depending on the bank/payment provider

7. Order Cancellations

Orders can be cancelled only before they are shipped.
Once dispatched, the order cannot be cancelled or altered.
In the case of prepaid cancellations (before shipment), a full refund will be issued.

8. Non-Returnable Items

The following items cannot be returned:

• Used or opened products
• Products without original packaging
• Items damaged due to misuse or mishandling
• Products purchased during special sales or promotional events (unless defective)

9. Incorrect Address or Delivery Failure

If delivery fails due to:

• Wrong address
• Incorrect phone number
• Unavailability of customer

The order may be returned to us. Reshipping charges may apply if the customer requests a re-dispatch.

10. Contact Information

For returns, refunds, or product-related support, please contact our customer care team:
Email: hello@seraphinite.in
Phone/WhatsApp: +91 9408281239
Working Hours: Monday – Saturday 8 AM – 7 PM