Our Promise to You
Returns and Refunds
We stand behind every product we sell. If something is wrong, we will make it right.
🛡️
7-day return guarantee
If your product arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery and we will resolve it. No runaround. No arguments.
What is eligible for return?
We accept returns for
- Products that arrived damaged or broken
- Wrong item sent
- Product is defective or unusable
- Sealed product that was tampered with
- Item missing from your order
We cannot accept returns for
- Products that have been opened and used
- Change of mind after purchase
- Skin reactions or sensitivities
- Items returned after 7 days of delivery
- Products without original packaging
We take skincare seriously and we understand that skin reactions can happen. However because skincare products are consumable and hygienic items, we are unable to accept returns on opened or used products. We strongly recommend doing a patch test before full application.
How to request a return
1
Contact us within 7 days of delivery
Email us at hello@sarelleskinverse.com or message us on our Contact page. Include your order reference number and a brief description of the issue.
2
Send photos of the issue
Take clear photos of the damaged or incorrect item and the packaging. This helps us resolve your case faster and prevents further issues on our end.
3
We review and respond within 24 to 48 hours
Our team will assess your request and confirm whether it qualifies for a return or replacement. We will email or message you with the next steps.
4
Return the item or receive a replacement
Depending on the situation we will either send you a replacement product at no cost or process a refund to your original payment method within 3 to 5 business days.
Refund timeline
24h
Review
We assess your return request and confirm eligibility.
1 to 3
Processing days
Approved refunds are processed back to your GCash account.
3 to 5
Business days
Replacement orders are packed and dispatched to you.
If your item was lost in transit and never arrived, please contact us and your courier partner simultaneously. We will coordinate with the courier on your behalf and ensure your order is resolved.
Skin reactions
We formulate our products to be gentle and suitable for Filipino skin. However every person's skin is different and reactions can occasionally occur. If you experience irritation or an unexpected reaction please stop using the product immediately and consult a dermatologist.
While we are unable to accept returns on opened skincare products due to hygiene reasons, we genuinely want to help. Contact us and we will do our best to advise you or recommend an alternative product from our range.