Refund Policy

If the product has been opened and gently used, we will exchange it for a product of equal or lesser value. No refund or exchange can be given for products that have been opened and used more than once. We cannot exchange or refund gift vouchers, samples or promotional items.

To exchange or request a refund, please ship the product and a copy of your proof of purchase to the address below. Please ensure the product is packaged appropriately to safeguard it against leakage or damage. Return shipping and handling charges are your responsibility unless the return was a result of our error or the product was damaged or defective. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item without a shipping receipt and parcel tracking. 

Serendipity Skincare
8 Phillip Court
Port Melbourne, VIC 3207
Australia

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 working days.

If you receive an incorrect or damaged order please contact us immediately.  Please have your order number, date of your purchase and details about the problem available. Then contact us on either orders@serendipityskincare.com.au  or  +61 03 9673 1404.

If you are expecting a refund but haven’t received it yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at orders@serendipityskincare.com.au.