Refund policy
Returns & Refunds Policy
14-Day Return Request Period
Customers may request an eligible return within 14 calendar days after delivery.
To begin a return request, email seriniastore@gmail.com and include:
- The order number
- The item concerned
- The reason for the return request
Do not mail or return an item until Serinia has approved the request and provided the applicable return instructions.
Return Eligibility
Returned items must be:
- Unused
- Unopened
- In their original packaging
- In the same condition in which they were delivered
Proof of purchase is required.
For hygiene and safety reasons, opened or used cosmetics, skincare products, personal-care products, and products with a broken hygiene seal cannot be returned due to a change of mind.
This exclusion does not apply when an item arrives damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Items
Customers should inspect their order after delivery.
If an item arrives damaged, defective, or incorrect, contact seriniastore@gmail.com promptly and include:
- The order number
- Clear photographs of the item
- Photographs of the packaging
- A photograph of the shipping label
After reviewing the submitted information, Serinia will explain the approved replacement, refund, or other applicable resolution.
Return Shipping
For an approved change-of-mind return, the customer is responsible for the return shipping cost and any applicable customs charges.
Original shipping charges are not refundable.
When Serinia confirms that an item was damaged, defective, or sent incorrectly, Serinia will provide the applicable resolution instructions.
Refund Processing
After an approved return is received and inspected, the customer will be notified of the outcome.
Approved refunds are issued to the original payment method whenever supported.
Banks and payment providers may require additional processing time before the refunded amount appears in the customer's account.
Order Cancellations
Cancellation requests should be submitted as soon as possible.
Serinia will attempt to cancel an order that has not entered fulfillment, but cancellation cannot be guaranteed after processing or dispatch has begun.
Non-Returnable Items
The following items are not returnable unless mandatory consumer law provides otherwise:
- Gift cards
- Final-sale items
- Opened or used cosmetics, skincare, or personal-care products
- Products with a broken hygiene seal
- Items that do not meet the return eligibility requirements
Contact Information
Email: seriniastore@gmail.com
Phone/WhatsApp: +962 77 865 1300
Operating address: 26 Abu Thar Al Ghafari St, Amman 21110, Jordan
Support hours: Monday-Friday, 9:00 AM-1:00 PM (UTC+3), excluding public holidays.
Last updated: July 29, 2026.