Return & Refund Policy
Last updated: February 19, 2026 — Effective immediately upon publication
🌙 30-Day Risk-Free Trial — Our Promise to You
We believe in Sérane completely. That's why every order comes with a full 30-day trial period. If you're not satisfied for any reason — no hassle, no questions, full refund. It's that simple.
Table of Contents
- Overview and Philosophy
- The 30-Day Risk-Free Trial — Full Details
- Return Eligibility Criteria
- Step-by-Step Return Process
- Return Shipping and Costs
- Refund Processing and Timelines
- Order Cancellations
- Defective, Damaged, or Incorrect Items
- Exchanges
- Warranty Claims (Returns After 30 Days)
- Non-Returnable Situations
- EU / EEA Statutory Right of Withdrawal
- UK Consumer Rights
- Dispute Resolution
- Contact
1. OVERVIEW AND PHILOSOPHY
At Sérane, we design products for people who need them most — individuals with hearing impairments, heavy sleepers, and anyone seeking a discreet, effective skincare solution. We know that choosing the right product is a personal decision, and we want you to feel completely confident in your purchase from the very first night you wear your Sérane.
That is why we have built our return and refund policy around one guiding principle: if our product does not meet your needs, you should not have to keep it. Our 30-Day Risk-Free Trial reflects that commitment. We ask only that you try the product genuinely, and if it's not right for you, we will make it right.
Our policy complies with all applicable consumer protection laws, including EU Directive 2011/83/EU on Consumer Rights, the French Consumer Code, the UK Consumer Rights Act 2015, and applicable US and Canadian consumer protection statutes.
2. THE 30-DAY RISK-FREE TRIAL — FULL DETAILS
2.1 What the Trial Offers
Every Sérane order comes with our 30-Day Risk-Free Trial. The trial period begins on the date your order is delivered to the address you provided at checkout, as confirmed by the carrier's tracking system. From that date, you have 30 full calendar days — to try Sérane in real-life conditions.
During this period, if for any reason you are not completely satisfied with your product, you are entitled to initiate a return and receive a full refund of the product purchase price. There is no requirement to provide a reason for your return, although your feedback is always appreciated as it helps us improve.
2.2 How the Trial Works in Practice
We designed the trial to be used. We encourage you to wear your Sérane during sleep, test all alarm settings, and integrate it into your daily routine during the trial period. The fact that you have used the product is not a barrier to a return — it is the whole point. We do not require you to return the product in its original packaging or in unused condition. We ask only that the product not have been intentionally damaged.
2.3 When the Trial Ends
The 30-day trial window closes at midnight (23:59 GMT) on the 30th day following your delivery confirmation. Return requests received after this deadline will no longer be eligible for a full refund under the 30-Day Trial, but may still be eligible for a warranty claim if within the statutory 2-year legal guarantee of conformity period (see Section 10).
We strongly recommend that you do not wait until the last day of your trial to initiate a return if you have already decided the product is not for you. Initiating your return early gives our team time to process your request efficiently.
2.4 Scope and Eligibility for the Trial
The 30-Day Trial applies to all new orders placed directly on seraneskin.com. It is available once per household (same delivery address). It does not apply to replacement products issued as part of a warranty or exchange; these are covered by the remaining term of the original statutory 2-year legal guarantee of conformity. The trial is a voluntary commercial offer by Sérane and operates in addition to, not instead of, your statutory consumer rights.
2.5 Fair Use of the Trial
Our 30-Day Trial is designed for genuine customers who want to try our product risk-free. While the vast majority of our customers use this policy in good faith, we reserve the right to decline return requests in cases of clear and demonstrable policy abuse, including but not limited to: multiple return requests from the same individual, household, or address across separate orders; evidence that the product was deliberately damaged before return; or return patterns consistent with systematic purchasing for non-personal use. Such cases will always be investigated individually and communicated to the customer.
3. RETURN ELIGIBILITY CRITERIA
To be eligible for a return and full refund under the 30-Day Trial, all of the following conditions must be met:
| Condition | Status |
|---|---|
| Return request submitted within 30 days of the delivery date | Required ✓ |
| Order placed directly on seraneskin.com | Required ✓ |
| Proof of purchase provided (order number or order confirmation email) | Required ✓ |
| Product not intentionally damaged or destroyed | Required ✓ |
| Return request submitted before the end of the 30-day window | Required ✓ |
| Product returned in original, undamaged packaging | Not required — we want you to use it |
| Product returned in unused / as-new condition | Not required — use it fully during the trial |
| Reason for return provided | Not required — but appreciated |
Returns for defective, damaged-in-transit, or incorrect items are subject to different criteria and are covered under Section 8 of this Policy.
4. STEP-BY-STEP RETURN PROCESS
Initiating a return with Sérane is straightforward. Follow these steps:
5. RETURN SHIPPING AND COSTS
5.1 Customer Responsibility for Return Shipping
Under the 30-Day Trial, the cost of return shipping is borne by the customer, unless the return is initiated as a result of our error (see Section 5.2). This applies to all return destinations — United States, United Kingdom, and Canada. The cost of return shipping will depend on your location and selected carrier and is at your discretion.
We recommend the following services for returns by country: United States — USPS First Class Mail or UPS; United Kingdom — Royal Mail Tracked; Canada — Canada Post Tracked. These are suggestions only; you are free to use the carrier of your choice as long as the service includes tracking.
5.2 Free Returns in Error Cases
Where a return is initiated because we sent you the wrong item, the item was damaged during transit, or the product has a manufacturing defect, Sérane will bear the full cost of return shipping. In these cases, we will provide you with a prepaid return label at no charge.
5.3 Lost Return Packages
Sérane cannot be held responsible for return packages that are lost or delayed in transit. If your return shipment is lost, your claim must be directed to the carrier you used. This is why we strongly recommend using a tracked service and retaining your proof of postage. If a carrier confirms loss of a return shipment, please contact us at [email protected] and we will review your case individually.
6. REFUND PROCESSING AND TIMELINES
6.1 When Your Refund Is Triggered
For returns under the 30-Day Trial, your refund is triggered upon our confirmation of your return shipment via the tracking information you provide. You do not need to wait for the product to physically arrive at our fulfillment center. This means your refund can be initiated as soon as you confirm dispatch — we want to make this process as fast as possible for you.
6.2 Refund Amount
| Scenario | Refund Amount |
|---|---|
| 30-Day Trial return (within 30 days) | 100% of original order value (product price) |
| Defective, incorrect, or transit-damaged item | 100% of order value + return shipping cost reimbursed |
| Order cancelled before shipment | 100% of order value |
| Warranty claim approved (within 30 days (commercial) / 2 years (statutory legal guarantee of conformity), after 30 days) | Replacement, partial refund, or full refund depending on assessment |
| Return initiated after 30-day window, no valid warranty claim | Not eligible for refund |
Refunds do not include any customs duties, import taxes, or fees paid to your country's customs authority upon delivery, as these are levied by and payable to your government, not to Sérane.
6.3 Processing Timelines
Once triggered, refunds are processed within 5 to 10 business days. The refund is issued to the original payment method used at checkout. Credit card refunds typically appear on your statement within 5–10 business days after processing, depending on your card issuer. Apple Pay and Google Pay refunds are returned to the linked card and follow the same timeline. Sérane has no control over the time your bank or payment provider takes to post the credit to your account. If you have not seen your refund after 15 business days from our confirmation email, please first check with your bank and then contact us if the issue persists.
6.4 Partial Refunds
Partial refunds may be issued in the following specific circumstances: if only part of a bundle order is being returned (e.g., one towel from a 2+1 Free order); or if a warranty claim is resolved with a partial refund reflecting the remaining useful life of the product. The amount of any partial refund will be communicated to you clearly and in writing before it is processed.
7. ORDER CANCELLATIONS
7.1 Cancellation Before Shipment
You may cancel your order for any reason, free of charge, at any time before it has been dispatched from our fulfillment center. To cancel, contact us immediately at [email protected] with your order number and the subject line "Cancellation Request." We will make every effort to intercept the order before dispatch. A full refund will be issued within 3–5 business days.
Given our processing time of 1–3 business days, there may be a narrow window between order placement and dispatch. We recommend contacting us as quickly as possible if you wish to cancel. We cannot guarantee cancellation for orders that have already entered the fulfillment process, but we will always try.
7.2 Cancellation After Shipment
If your order has already been dispatched at the time of your cancellation request, you will need to wait to receive the package and then initiate a return under the 30-Day Trial or the EU 14-Day Right of Withdrawal (if applicable). We will confirm the current dispatch status of your order when you contact us.
7.3 Cancellation by Sérane
Sérane reserves the right to cancel any order at any time before shipment. Reasons may include, but are not limited to: product unavailability, pricing errors, payment verification failure, suspected fraud, or failure to meet eligibility requirements under our Terms of Service. In all such cases, you will be notified by email and any payment already taken will be refunded in full within 3–5 business days.
8. DEFECTIVE, DAMAGED, OR INCORRECT ITEMS
8.1 Reporting Requirements
If your Sérane order arrives damaged in transit, is defective upon first use, or is incorrect (i.e., a different product than what you ordered), please contact us at [email protected] within 48 hours of delivery. Please include the following information in your email:
Your full name; your order number; a clear description of the issue (e.g., "the vibration function does not work," "the box arrived crushed," "I received the wrong item"); and at least two photographs — one showing the product or issue clearly, and one showing the outer packaging if relevant.
Prompt reporting helps us investigate with our logistics partner if necessary and ensures the fastest possible resolution.
8.2 Resolutions Available
For confirmed defective, damaged, or incorrect items, Sérane will, at its discretion and at no cost to you, offer one of the following resolutions: dispatch of a free replacement product to your original delivery address; or a full refund of the product price and any applicable return shipping costs. The choice of resolution will be offered to you and you may indicate your preference.
8.3 Defects Discovered After 48 Hours
If a defect or malfunction is discovered after the initial 48-hour reporting window but within the 30-day trial period or the statutory 2-year legal guarantee of conformity, please still contact us at [email protected]. We will review each case individually and strive to find a fair resolution.
9. EXCHANGES
9.1 Exchange for a Different Bundle
If you would like to exchange your order for a different bundle size (e.g., upgrading from Single to 2+1 Free, or downgrading from 3+2 Free to 2+1 Free), please contact us at [email protected]within the 30-day trial period. We will process the exchange as follows: you initiate a return of your original order following the process in Section 4; once we confirm your return shipment, we will process a new order for your desired bundle; any price difference between the returned product and the new bundle will be charged or refunded accordingly.
9.2 Exchange for Defective or Incorrect Items
If you received a defective or incorrect item and would prefer a replacement rather than a refund, please indicate this preference in your initial contact email (see Section 8). We will dispatch a replacement product at no charge as soon as your return shipment is confirmed.
10. WARRANTY CLAIMS (RETURNS AFTER 30 DAYS)
All Sérane products come with a 30-day satisfaction guarantee (plus mandatory 2-year legal guarantee of conformity) from the date of delivery, covering defects in materials and workmanship under normal use. Full details of the warranty — including what is and is not covered, how to make a claim, and resolution options — are set out in Section 11 of our Terms of Service.
If your product develops a defect after the 30-day trial window but within the statutory 2-year legal guarantee of conformity period, you remain entitled to request a remedy. Contact us at [email protected] with your order number, a description of the defect, and supporting photographs or video evidence. Warranty claims are assessed individually. Resolutions may include a free replacement, a repair, or a partial refund reflecting the remaining useful life of the product. Return shipping for warranty claims is handled on a case-by-case basis.
The warranty does not cover physical damage caused by misuse, accidents, or negligence. See the Terms of Service for the full list of exclusions.
11. NON-RETURNABLE SITUATIONS
The following situations are not eligible for returns or refunds under this Policy:
Return requests submitted after the 30-day trial window has closed (except where a valid warranty claim exists within the statutory 2-year legal guarantee of conformity period); products that have been intentionally damaged, modified, or tampered with; products purchased through unauthorized third-party resellers or marketplaces not operated by Sérane; products whose defect is attributable to misuse, neglect, accidents, or failure to follow the product's usage instructions; normal wear and tear on consumable or cosmetic elements (e.g., gradual fading or abrasion of the strap); refund requests based on personal preference changes or purchasing decisions outside of the 30-day trial window; products that fall outside the fair use conditions described in Section 2.5 of this Policy.
12. EU / EEA STATUTORY RIGHT OF WITHDRAWAL
In accordance with Directive 2011/83/EU of the European Parliament and of the Council on Consumer Rights, consumers located in the European Union or European Economic Area benefit from a statutory right of withdrawal from distance contracts. This right is independent of and in addition to Sérane's 30-Day Trial offer.
Under this statutory right, you may withdraw from the purchase contract within 14 calendar daysfrom the day on which you, or a third party you designated (other than the carrier), took physical possession of the goods — without providing any reason. To exercise this right, you must inform Sérane of your decision to withdraw by means of an unequivocal statement (e.g., a letter sent by email to [email protected]) before the 14-day withdrawal period expires.
You may use the following model withdrawal statement: "I/We [*] hereby give notice that I/We [*] withdraw from my/our [*] contract of sale of the following goods [*], ordered on [*] / received on [*], Order number [*]. Name of consumer(s): [*]. Signature of consumer(s) [*]: Date [*]." (Fields marked with [*] should be filled in as appropriate.)
Following a valid withdrawal, Sérane will reimburse all payments received from you, including delivery costs (except for any supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods. The direct cost of returning the goods is borne by you. You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods.
13. UK CONSUMER RIGHTS
If you are located in the United Kingdom, you benefit from additional statutory protections under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These include a statutory right to cancel distance contracts within 14 calendar days of delivery, equivalent to the EU right of withdrawal described in Section 12, and rights to a repair, replacement, or refund for goods that are not of satisfactory quality, not fit for purpose, or not as described.
Nothing in this Policy is intended to limit or waive any rights you may have under applicable UK consumer protection legislation.
14. DISPUTE RESOLUTION
If you are not satisfied with our resolution of your return or refund request, we encourage you to contact us again at hello@seraneskin.com and ask for escalation to a senior member of our team. We are committed to resolving all disputes fairly and promptly.
EU consumers may also use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr. UK consumers may contact the Citizens Advice consumer service or seek independent mediation.
15. CONTACT
For all return, refund, cancellation, exchange, or warranty inquiries:
Email: hello@seraneskin.com
Subject line format: "Return Request — Order #[your order number]" or "Warranty Claim — Order #[your order number]"
Response time: Within 2 business days
Our team is dedicated to making your post-purchase experience as smooth as possible. We take every request seriously and aim to resolve all issues to your satisfaction.
