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Product Quality Complaints

Product Quality Related Complaints

In the case of a product quality concern, please send us an email at service@sereinindia.com within 7 days of the date of receipt of the product and with the following details. We shall take 24 to 48 hours to review the email and revert back :

  • Order number
  • Product that is highlighted for quality issue
  • Details of your Request
  • Images or videos to support the complaint along with an image of the back label of the product where the Batch details are clearly visible

In the case of a quality issue highlighted our team will first connect you with an in-house Ayurvedic Doctor within 2 working days. Depending on the nature of the complaint, the conversation with our Doctor and his or her analysis of the situation, our customer team representative will then request to have the product sent back to our factory for a quality assessment, the quality report will then be available post 7 working days from receiving the product for quality check.

All products to be shared for inspection must be physically accompanied in the reverse pick-up by the original receipt and a document that states the following :

  • Address of dispatch
  • Name & Address of the customer
  • Order number
  • Contents of the package

Please also email this document and share an image of the reverse pick-up consignment (inside and outside packaging) with our Customer Care representative who you have been in touch with on email.

If the product passes the test and matches the complaint, we shall initiate return/exchange process within 7 days of the consignment being received by our quality inspection team. The overall quality inspection process starting from pick-up to the final response would involve a time period of 3 weeks’ minimum.

Damages due to neglect, improper usage or wrong application will not be covered under our Eƒxchange/Returns Policy. Exchange of product due to allergic/skin reactions is not applicable. Exchange of product due to reasons including personal dislike of the product; dislike of the fragrance; dislike of color that cannot be backed by proof of quality issues with the product itself is not applicable.

No cash refunds are permitted.

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