Returns

Serum No. 5 wants you to be satisfied with your order.

You may return your merchandise, within 10 days of receipt of shipment for a full refund or exchange if you are unhappy for any reason.  Merchandise must be returned in its original packaging, unopened and unused for a full refund. We do not accept items back that have been opened or used unless the product is damaged or defective. Shipping charges are not refundable. Please note that we can process returns and refunds only for items purchased directly from Serum No. 5. Items sent as gifts from our website can only be returned by the original sender. All other gift orders can be exchanged by the recipient for identical merchandise in the event that the item arrived damaged.

Refunds

If you need to return a product (see how to return merchandise) a refund will be issued to the same method of payment that you used for the original order. Please note that there will be a $1.00 restocking fee applied to each item returned for a refund. After receiving and inspecting the returned item(s), a refund will then be issued in an amount equal to the product purchase price less any applicable restocking fees and return shipping costs.

We’ll send you an automatic email as soon the refund is successful. Depending on your financial service provider, it may take a few days or up to 1-2 billing cycles for the return transaction to appear on your statement. We are unable to submit refunds to any payment method other than the one originally used for the order. We cannot offer checks or other forms of reimbursement.

How To Return Merchandise

US Orders
If you would like to return an unopened/unused item, please follow these instructions:

  1. Contact us at sales@serumno5.com.
  2. Indicate your order number, the item which you would like to return and a reason for your return.
  3. If your return request is approved, you will be provided an RMA (return merchandise authorization) number and return shipping label. IMPORTANT: Returns without RMAs will be refused.
  4. Include the packing slip with your return. If you do not have your packing slip, please indicate the order number on a separate piece of paper.
  5. Wrap the package securely.
  6. Attach the return shipping label.

International Orders
If you would like to return an unopened/unused item, please follow these instructions:

  1. Contact us at sales@serumno5.com.
  2. Indicate your order number, the item which you would like to return and a reason for your return.
  3. If your return request is approved, wrap the package securely and send to our office at:
    Serum No. 5 Returns
    411 North Serrano Ave
    Los Angeles, CA 90004

The buyer is responsible for all shipping & handling fees for items returned to Serum No. 5. We do not refund shipping fees. Returns are usually processed within a week of arrival and may take 1-2 billing cycles for the refund to appear on your statement.

All returned items must be unworn/unused merchandise in its original packaging within 10 days of receipt of purchase. Items that do not meet these criteria or are non-returnable, will be denied.

Return Process

Returns are processed within 5-10 business days upon receipt of the package. Refunds will be returned in the original form of tender. The buyer will be responsible for all shipping fees associated with returning merchandise. All returns will be inspected and Serum No. 5 reserves the right to deny or refuse a full refund based on the return condition. Items that do not match our return policy above are subject to denial, store credit or partial refund. Serum No. 5 will not be responsible for lost or stolen return packages without tracking number, we strongly advise our customers to purchase delivery confirmation or shipping insurance.