Returns Policy

We want you to be completely happy with your purchase. If for any reason you are not satisfied with your purchase we will be happy to offer you a refund or exchange if the item(s) is unopened, unused and in a re-saleable condition, packaging and any cellophane intact and must be returned within 28 days from the day it’s despatched.

Regrettably for hygiene reasons, we are unable to offer a refund on lipsticks, lip liners, liquid liners, lip glosses, mascaras, eye pencils, and nail polishes.

Returning Procedures

To return an item for a refund, you must login into your account, select the item(s) from the order(s) and click on return and follow instructions. IMPORTANT! A return form will popup, remember to print it and place it inside the box with the returned goods.

Delivery address for returns is:

SM Seruya Ltd – Returns department
165 Main Street
GX11 1AA
Gibraltar

We strongly recommend that you retain your receipt of postage until you have received the credit for your return. We regret that we cannot be held responsible for non-delivery of returned goods.

Delivery costs of returned goods are on behalf of the customer, except in the following cases:

  • Wrong item sent to customer
  • Damaged item on reception
     

Once we’ve received your returned item(s), we will send you an email to confirm your refund, which will be processed within 5–10 working days of receipt. The amounts to be refunded will be the price of the item(s). Returns due to incorrect items sent or damaged items received, will include delivery costs of sending and returning. You can expect the refund to reach your account within 3-5 working days. If after 10 working days you have not received an email from us, call us on +44 (0) 2031501593 or email at info@smseruya.com with your order number to hand so that we can look into it further.

If you are unable to return the item for example a damaged or leaked bottle then proof of damaged item will be necessary, we will require photos of the broken or damaged product. Please send all photos to info@smseruya.com.

Returning goods to store

If you wish to return items to an S.M.Seruya store, you must login into your account, select the item(s) from the order(s) and click on return and follow instructions. IMPORTANT! A return form will popup, remember to print it and bring it together with your returned goods.

Delivery address for returns is:

SM Seruya Ltd – Returns department
165 Main Street
GX11 1AA
Gibraltar

Faulty or Incorrect Items

All items are thoroughly inspected before they are despatched. In the unlikely event that you receive an item from us which is faulty or incorrect, please return the item to us within 28 days of receipt using the same method of delivery that the order was sent to you.

In case of faulty item, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us provided they are agreed (in writing) by us beforehand.

If an incorrect item was sent, once we receive it, we will be happy to replace the item with the correct one. In case you don’t want a replacement just follow the returns procedure.

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