How do I make a return? What is the procedure?Updated 3 months ago
Here is the step-by-step guide to returning a product.
RETURN DEADLINES:
For serums, creams, and other cosmetic products, you have 30 days after receipt to make a return request.
⚠️ Important conditions:
• The product must be unopened and in its original packaging
• Any opened, damaged, or incomplete product will be refused
• Return postage costs will be at your expense and deducted from the refund
For Séfia Cottons, please see the question about the 60-day guarantee (product can be opened).
STEP 1: RETURN REQUEST
Contact us by email: [email protected]
Essential information:
• Order number
• Product concerned (exact name)
• Reason for return (briefly)
STEP 2: VALIDATION (24 to 48 working hours)
You will receive an email confirming:
✅ If ACCEPTED:
• We will send you a return slip
• You can then proceed with dispatching
❌ If REFUSED:
• We will explain the reason
(Example: deadline passed, product damaged or opened, etc.)
STEP 3: DISPATCHING THE PRODUCT (Within 30 days after acceptance)
Once your return is accepted, you have 30 days to send us the parcel. After this period, the return may be refused.
Procedure:
1. Carefully package the product
2. Use the provided return slip to send back the parcel
3. Keep the tracking number to track the shipment
⚠️ Important: Always use a delivery method with tracking (Royal Mail, courier, etc.)
STEP 4: RECEIPT & INSPECTION
Once the product is received, we will verify its condition before proceeding with the refund.
RETURN COSTS:
Who pays?
1. Error on our part (defective product, wrong item received, etc.): Séfia pays.
2. Personal preference (your decision): You pay. Costs are deducted from the refund.
REFUND:
The refund will be processed within 7 to 14 working days after receipt and verification of the product, to the payment method used during purchase.
⚠️ Important conditions:
• The "Money-Back Guarantee" is valid only for purchases made on sefia.co
• Not valid for purchases made in physical retail locations or elsewhere
• By making a return, you accept our general terms and conditions of sale