Refund policy
Shipping, Returns & Refund Policy
At Seralight, we want you to feel confident when shopping with us. If you have any questions or concerns about your order, our team is here to help.
Shipping
Once your order has been placed, please allow time for your order to be processed before shipment.
Once your order has been dispatched, you will receive a shipping confirmation with tracking information where available.
Delivery estimates are provided as a guide only. Delays may occasionally occur due to customs, carrier delays, peak periods, weather conditions or other circumstances outside of our control.
Please ensure that your shipping address and contact information are correct before completing your order.
Seralight cannot guarantee delivery to an incorrect or incomplete address provided by the customer.
Tracking Your Order
Once tracking becomes available, you can use the tracking information provided in your shipping confirmation to follow the progress of your delivery.
Please note that tracking information may take some time to update after your order has been dispatched.
If your tracking has not updated for an extended period or you believe there may be an issue with your delivery, please contact us at:
Lost, Damaged or Incorrect Orders
If your order arrives damaged, you receive the wrong item, or you believe your parcel has been lost in transit, please contact us as soon as possible.
Email info@shopseralight.com and include:
-
Your order number
-
A description of the issue
-
Clear photos or videos where applicable
For items damaged during delivery, we recommend contacting us within 48 hours of receiving your order where possible so that we can investigate the issue promptly.
Once your request has been reviewed, we will provide an appropriate resolution depending on the circumstances.
Shipping Protection
Where Shipping Protection is purchased with your order, your shipment may be protected against eligible loss, theft or damage during transit.
If you need assistance with a protected shipment, contact us at info@shopseralight.com with your order number and details of the issue.
Shipping Protection does not cover issues caused by incorrect or incomplete shipping information entered by the customer.
30-Day Returns
We offer a 30-day return period for eligible change-of-mind purchases.
You may request a return within 30 days of receiving your order.
To qualify for a change-of-mind return:
-
The item must be unused and in its original condition.
-
The item must show no signs of wear, damage, stains or misuse.
-
All original accessories and components must be included.
-
Original packaging should be included and kept in reasonable condition.
-
Proof of purchase or your order number must be provided.
Items that do not meet these requirements may not be eligible for a change-of-mind refund.
How to Request a Return
To request a return, contact:
Please include:
-
Your order number
-
The item or items you would like to return
-
The reason for the return
-
Photos or videos where applicable
If your return is eligible, our team will provide you with the relevant return instructions.
Sets, Bundles & Promotional Gifts
If your purchase was part of a set, bundle or promotional offer, all items included as part of that offer may need to be returned to receive a full change-of-mind refund.
This includes complimentary gifts or promotional items supplied with the purchase.
If a promotional item is not returned, its stated value may be deducted from the eligible refund.
Non-Returnable Items
For hygiene, safety or other reasons, certain products may not be eligible for change-of-mind returns.
These may include:
-
Personal or hygiene-sensitive products once opened or used
-
Gift cards
-
Items specifically marked as final sale or non-returnable
-
Products that have been used, damaged or altered after delivery
This does not affect any rights you may have in relation to faulty, damaged or incorrectly supplied goods.
Refunds
Once your return has been received, it will be inspected.
We will notify you once your return has been reviewed and advise whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow approximately 2–5 business days after processing for the refund to appear, although processing times may vary depending on your financial institution or payment provider.
Original shipping charges are generally non-refundable for change-of-mind returns.
Faulty Products & Consumer Rights
Our 30-day change-of-mind return policy is separate from any rights you may have when a product is faulty, damaged, incorrectly supplied or does not meet applicable consumer guarantees.
Nothing in this policy is intended to exclude, restrict or modify any consumer rights that cannot legally be excluded.
Contact Us
If you have any questions about shipping, returns, refunds or your order, please contact us at:
Our team will be happy to assist you.