Return Policy
Last Updated: October 26, 2026
At Seronyva, we are committed to providing a transparent and straightforward shopping experience for customers purchasing our skincare products and beauty essentials.
This Return & Refund Policy explains the conditions and procedures for requesting returns, refunds, exchanges, and order cancellations for products purchased through seronyva.com.
Return Window
Customers may request a return within 30 days after confirmed delivery of their order.
Before returning any item, customers must contact us at service@seronyva.com so that our customer support team can review the request, determine eligibility, and provide the appropriate return instructions.
Return requests submitted after the 30-day return window may not be accepted unless otherwise required by applicable law.
Return Eligibility
Unless an item was received defective, damaged, incorrect, or is otherwise eligible for a remedy under applicable law, returned skincare products must meet the following conditions:
The product must be unused, unopened, and in its original condition.
Where applicable, the original protective seal or tamper-evident packaging must remain intact.
The product must not have been altered, contaminated, or damaged after delivery.
All included accessories, product documentation, and original packaging must be returned with the item.
Proof of purchase, such as an order confirmation or order number, is required.
Due to the nature of skincare products, eligibility for preference-based returns may depend on product condition, packaging integrity, hygiene considerations, and applicable consumer protection laws.
We reserve the right to inspect returned merchandise before approving a refund, subject to applicable law.
Non-Returnable Items
Certain products may be excluded from preference-based returns for health, safety, hygiene, personalization, or product-integrity reasons, where permitted by applicable law.
Non-returnable items may include:
Skincare products that have been opened, used, or contaminated, where a lawful hygiene-related exclusion applies.
Products with broken or removed protective seals where the applicable legal conditions for excluding returns are met.
Personalized or customized products.
Gift cards.
Products clearly marked as final sale or non-returnable before purchase, where such exclusions are legally permitted.
Products that have been damaged, altered, or excessively used after delivery, except where applicable law provides otherwise.
Any applicable return exclusions will be disclosed on the relevant product page or otherwise communicated before purchase where required.
These exclusions do not affect customers' statutory rights concerning defective, damaged, incorrectly supplied, or otherwise nonconforming products.
Damaged, Defective, Incorrect, or Incomplete Orders
Customers should inspect their orders promptly after delivery.
If an item arrives damaged, defective, incorrect, incomplete, or with compromised packaging, please contact us as soon as possible at service@seronyva.com.
To help us investigate the issue, please provide:
Your order number.
A brief description of the issue.
Clear photographs of the affected product.
Photographs of the packaging and shipping label, where applicable.
Details of any missing or incorrect items.
For skincare products, please also inform us if the product arrives with leakage, a broken protective seal, damaged packaging, or other visible product-integrity concerns.
If you suspect that a product has been contaminated or compromised during shipping, please avoid using it until the issue has been reviewed.
Our customer support team will review the submitted information and advise you of the appropriate next steps.
Where a claim is validated, we will provide an appropriate remedy, which may include a replacement, refund, or another resolution in accordance with applicable law and our store policies.
Return Process
To request a return, please follow the steps below.
Step 1: Contact Customer Support
Email service@seronyva.com within the applicable return window.
Include your order number, the email address used at checkout, the product you wish to return, and the reason for your request.
Step 2: Return Request Review
Our customer support team will review your request and determine whether the product meets the applicable return conditions.
Step 3: Receive Return Instructions
If your return request is approved, we will provide the appropriate return instructions and return address.
Step 4: Prepare and Send Your Return
Carefully package the eligible product with its original packaging and any included accessories, as instructed.
We recommend using a trackable shipping service and retaining proof of shipment.
Step 5: Return Inspection and Refund
Once the returned product has been received and inspected, we will notify you of the outcome of your return request.
If approved, your refund will be processed according to the refund provisions below.
Please do not send returned merchandise directly to our registered business address unless our customer support team specifically instructs you to do so.
These procedural requirements do not restrict any statutory return or remedy rights that apply to your purchase.
Return Shipping
Customers are generally responsible for return shipping costs for preference-based returns, including:
Change of mind.
Incorrect product selection by the customer.
No longer needing the purchased product.
Other return reasons not caused by an error on our part.
If Seronyva confirms that a product was defective, damaged upon arrival, or incorrectly supplied, we will provide appropriate return or resolution instructions in accordance with applicable law.
Where applicable law requires us to cover return shipping costs, customers will not be responsible for those costs.
Original shipping charges are generally non-refundable unless required by applicable law or expressly stated otherwise.
Customers should contact our support team before arranging any return shipment to ensure that the product is sent to the correct return facility.
Refunds
Approved refunds will generally be issued to the original payment method used during checkout after the returned product has been received and inspected, where a return is required.
Once a refund has been initiated, the time required for the funds to appear in your account may vary depending on the payment provider, card issuer, or financial institution.
Where permitted by applicable law and the disclosed return conditions, reasonable deductions may apply for missing parts, excessive use, damage, unauthorized alterations, or loss in value of returned merchandise.
Any applicable deduction will be assessed according to the circumstances of the return.
Refunds for defective, damaged, incorrectly supplied, or otherwise nonconforming products will be handled in accordance with applicable consumer protection laws.
If you have questions regarding the status of an approved refund, please contact service@seronyva.com.
Exchanges
Exchange availability depends on current inventory levels, product availability, hygiene requirements, and the circumstances of the request.
If you wish to exchange an eligible skincare product for another product or variation, please contact our customer support team.
For preference-based exchanges, products generally must meet the applicable return eligibility conditions, including unopened and unused status where required.
In some cases, the fastest option may be to return an eligible product and place a new order after the return request has been approved.
Any applicable price differences or shipping costs will be communicated before an exchange is arranged.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate cancellation requests before fulfillment begins.
However, we cannot guarantee that an order can be canceled once order processing, fulfillment, shipment preparation, or dispatch has begun.
If your order has already been shipped, you may request a return after delivery in accordance with this Return & Refund Policy and any rights available under applicable law.
Contact Us
If you have questions regarding returns, refunds, exchanges, damaged skincare products, or order cancellations, please contact us using the information below.
Brand: Seronyva
Website: seronyva.com
Legal Entity: Shaanxi Xiyue Xiaoyan Technology Co., Ltd.
Registered Business Address: Room 10829-D62 [Cluster], 8th Floor, Unit 1, Building 1, Shangcheng International, South of South Third Ring Road and West of Yanming South Road, Chanba District, Xiβan, Shaanxi Province, China.
Customer Support Email: service@seronyva.com
Customer Support Hours: MondayβFriday, 9:00 AMβ6:00 PM (U.S. Eastern Time)
Response Time: Within 1β2 business days
For return-related inquiries, please include your order number and the email address associated with your purchase.
Legal Business Information
Seronyva is an online retail brand operated by Shaanxi Xiyue Xiaoyan Technology Co., Ltd.
Shaanxi Xiyue Xiaoyan Technology Co., Ltd. is the legal business entity responsible for operating the Seronyva online store.
Our registered business address is provided for legal identification and business correspondence purposes and should not be treated as a product return facility unless expressly confirmed by our customer support team.
For all return and refund requests, please contact service@seronyva.com before sending merchandise.
Nothing in this policy is intended to exclude, restrict, or modify consumer rights that cannot lawfully be excluded, restricted, or modified under applicable law.