Return & Refund Policy
At seravellee, we strive to provide a transparent and dependable shopping experience. We understand that customers may occasionally need to cancel an order, return a product, or request assistance with an unsatisfactory purchase.
This Return & Refund Policy explains the conditions and procedures for cancellations, returns, refunds, replacements, and other after-sales requests involving purchases made through seravellee.com.
seravellee is owned and operated by Hubei Shengyeqiong Network Technology Co., Ltd., the legal business entity responsible for website operations, order management, customer communication, and after-sales support.
Please review the following terms before requesting a return or refund.
1. Order Cancellation
Customers who wish to cancel an order should contact our customer support team as soon as possible after placing their purchase.
Cancellation requests may be submitted within 24 hours after order placement, provided that the order has not entered a fulfillment stage where cancellation is no longer reasonably possible.
Cancellation may not be available once an order has entered advanced preparation, packaging, or shipment processing.
If the order has already been dispatched, customers may request an eligible return after delivery under the terms outlined below.
To request a cancellation, please email:
Please include your order number, customer name, and cancellation details.
Our team will review the request and provide an appropriate response based on the order's current status.
No undisclosed cancellation fees will be charged.
2. Return Period
Customers may request a return within 14 calendar days after delivery.
The return period begins on the date the order is delivered to the customer.
Return requests must be submitted within the applicable return window.
For standard change-of-mind returns, products must satisfy the eligibility conditions described in the following section.
This return window does not limit additional rights or remedies provided by applicable consumer protection laws.
3. Conditions for Eligible Returns
For voluntary returns based on personal preference or a change of mind, products must generally meet the following requirements:
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The return request is submitted within 14 calendar days after delivery.
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The product has not been used or opened.
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Any applicable protective seal remains intact.
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The item remains in its original condition.
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Original packaging and included accessories are available where applicable.
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Valid proof of purchase is provided.
Because beauty, cosmetics, and personal care products may involve hygiene considerations, opened or used items may be ineligible for voluntary change-of-mind returns where permitted by law.
These restrictions do not remove customers' legal rights concerning damaged, defective, unsafe, incorrect, or materially misdescribed products.
Items that do not satisfy the applicable requirements may be ineligible for voluntary returns.
4. How to Submit a Return Request
To begin a return request, please contact our customer support team.
Email: service@seravellee.com
Please provide the following information:
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Order number
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Product name
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Reason for requesting the return
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Photographs or videos when relevant to the issue
Our support team will review the information and explain the available next steps.
If the return is approved, we will provide the designated return address and shipping instructions.
Customers should contact us before shipping products back to avoid delays or delivery to an incorrect return facility.
Failure to follow an administrative procedure does not remove mandatory consumer rights provided by applicable law.
5. Return Shipping Responsibilities
Return shipping costs depend on the reason for the return.
Customer Preference Returns
For eligible voluntary returns, customers are generally responsible for applicable return shipping expenses.
Examples include:
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Changing your mind
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Purchasing an unsuitable product
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Ordering an incorrect item
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No longer needing the product
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Choosing a different product for personal reasons
Where reasonably available, we recommend using a trackable shipping method and keeping proof of shipment.
Damaged, Defective, or Incorrect Products
If a customer receives a product that is damaged, defective, incorrect, or materially different from its description, please contact our support team.
When the issue results from a product defect or an error in our fulfillment process, seravellee will cover reasonable return shipping costs when a return is necessary, or provide another appropriate solution without additional unreasonable expense to the customer.
Our team will explain the available resolution before requesting that the affected product be returned.
6. Refund Processing
Once an approved return has been received and inspected, eligible refunds will generally be initiated within 5–10 business days.
Refunds will normally be issued to the original payment method used during checkout.
Please be aware that banks, credit card companies, and payment providers may require additional time before refunded funds appear in your account.
If applicable law requires a shorter refund period or a different procedure, the relevant legal requirements will take precedence.
Customers will be contacted if additional information is reasonably necessary to complete a refund.
7. Original Shipping Charges
For voluntary change-of-mind returns, original shipping charges are generally nonrefundable unless required by applicable law or otherwise agreed by our customer support team.
If a refund is provided because a customer received a damaged, defective, incorrect, or materially misdescribed product, any applicable original shipping charges will be addressed according to the circumstances and applicable consumer protection requirements.
Any permitted deductions from a refund will be explained clearly.
No deductions will exceed amounts allowed by applicable law.
8. Damaged or Defective Products
If your product arrives damaged or appears defective, please contact us promptly.
Examples of product issues may include:
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Broken or leaking packaging
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Damaged dispensers or containers
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Broken protective seals
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Apparent product contamination
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Manufacturing defects
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Products that cannot be used as intended
When reporting an issue, please provide:
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Order number
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Product name
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Description of the problem
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Clear photographs of the item and packaging, where possible
Our team will review the information and determine an appropriate resolution.
Depending on the circumstances, this may include a replacement, refund, or another remedy required by applicable law.
Please discontinue use of any product that appears contaminated, damaged, or unsafe.
9. Incorrect or Missing Products
If your order contains an incorrect item or is missing a purchased product, please notify our customer service team.
Provide your order number and a description of the issue.
Photographs of the products received and their packaging may help us investigate the concern.
After reviewing the available information, we will provide an appropriate resolution.
Customers will not be required to pay additional shipping fees to correct an error caused by our fulfillment process.
10. Skin Sensitivity and Product Reactions
Individual skin conditions and sensitivities vary, and not every beauty or skincare product will be suitable for every customer.
We encourage customers to review product ingredients and usage instructions before application.
Performing a patch test may be appropriate when introducing unfamiliar skincare ingredients.
If irritation or an unexpected reaction occurs, discontinue use and seek medical advice when appropriate.
Customers who believe they have experienced an adverse reaction may contact:
Please include your order number, product name, and relevant details.
Each concern will be reviewed individually. Refund or replacement eligibility will depend on the circumstances, potential product quality issues, and applicable consumer protection laws.
A difference in personal preference or expected cosmetic results does not automatically establish that a product is defective.
11. Products Excluded From Voluntary Returns
Subject to applicable law, certain products may not qualify for change-of-mind returns.
These may include:
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Opened beauty or skincare products
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Used personal care items
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Products with broken hygiene seals
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Items damaged through improper handling or storage after delivery
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Products without sufficient proof of purchase
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Items returned outside the applicable voluntary return period
Any additional product-specific return restrictions will be disclosed before purchase where required.
These exclusions do not affect legal remedies for defective, unsafe, incorrect, or materially misdescribed products.
12. Return Address and Shipping Instructions
Return destinations may differ depending on the product, warehouse location, and fulfillment arrangements.
Once your return request has been reviewed and approved, our customer service team will provide the appropriate return address and instructions.
Please do not ship returned products directly to our registered company address unless our customer support team specifically instructs you to do so.
The registered business address is provided for company identification and communication purposes and may not be the location where returned merchandise is processed.
For return assistance, please contact:
13. Product Exchanges and Replacements
Customers who wish to exchange a product should contact our customer support team to discuss available options.
Exchange availability depends on inventory, product eligibility, and the circumstances of the request.
For damaged, defective, incorrect, or materially misdescribed products, a replacement may be offered when appropriate.
Preference-based exchanges may be subject to the same eligibility conditions as voluntary returns.
Any applicable shipping fees will be communicated before an exchange is arranged.
14. Refunds Not Received
If your refund has been approved but has not appeared within the expected period, please take the following steps:
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Review the payment account used for the original purchase.
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Contact your bank or payment provider to check whether the refund is being processed.
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Allow for any additional processing time required by the payment provider.
If the refund is still missing, please email:
Include your order number and relevant refund information.
Our team will review the transaction status and provide assistance.
15. Customer Support Information
For assistance with order cancellations, product returns, refund requests, exchanges, or other after-sales concerns, please contact us.
Customer Support Email:
service@seravellee.com
Business Phone:
+86 27 5962 3058
Official Website:
seravellee.com
When contacting us about an existing order, please provide your order number whenever possible.
16. Legal Company Information
Brand Name:
seravellee
Legal Company Name:
Hubei Shengyeqiong Network Technology Co., Ltd.
Official Website:
seravellee.com
Registered Business Address:
Room 2, 17th Floor, Unit, Building S7, Buildings G11 and S7, Baishazhou Garden Phase I, No. 7 Sitan Road, Baishazhou, Zhangjiawan Subdistrict, Hongshan District, Wuhan, Hubei Province, China
Customer Support Email:
service@seravellee.com
Business Phone:
+86 27 5962 3058
Business Ownership Statement
seravellee is owned and operated by Hubei Shengyeqiong Network Technology Co., Ltd.
The company manages website operations, customer communication, order coordination, and after-sales services provided through seravellee.com.
Our Customer Care Promise
At seravellee, we believe that fair return procedures, transparent refund information, and responsive customer assistance are important elements of a trustworthy shopping experience.
Our goal is to provide customers with clear information about their purchasing rights and practical assistance when product or order issues arise.
We are committed to addressing eligible returns and refunds fairly, consistently, and in accordance with applicable consumer protection requirements.
Thank you for shopping with seravellee.