Refund Policy

Refund Policy

Refund Policy

Last updated: August 25, 2026

At Silk Serum, we want you to be completely happy with your purchase. If something isn't right, our team is here to help. This policy explains how returns, refunds, and exchanges work when you shop with us at silkserum.shop.

Return Window and Eligibility

You may return any eligible item within 30 days of delivery for a refund or exchange. To qualify for a return, items must be in their original condition, with all packaging, seals, and labels intact. Products that have been opened and used cannot be returned unless the product is defective, damaged, or fails to meet our quality standards.

How to Start a Return

To begin a return or exchange, contact our after-sales team at aftersales@silkserum.shop within the 30-day return window. Please have the following information ready:

• Your order number
• The item(s) you wish to return
• The reason for the return
• Your preferred resolution (refund, replacement, or store credit)

Our team will verify your order and check eligibility within our return window. Once approved, we will provide a return label and instructions if needed. Email responses are typically sent within 24 business hours.

Refunds

Once your return is received and inspected, we will process your refund to the original payment method. Refunds are issued to the credit card or PayPal account used at checkout. Please note that it may take a few business days for the refund to appear on your statement, depending on your financial institution. We will send confirmation emails at each step of the process.

Exchanges and Store Credit

If you prefer a replacement or store credit instead of a refund, let us know when you contact our after-sales team. We will arrange for a replacement to be sent or issue store credit for the value of the returned item.

Shipping Fees

Shipping fees are non-refundable for standard returns initiated by the customer. However, if you received a damaged, incorrect, or defective item, or if we cannot verify the authenticity of a product, we will cover any related shipping costs and provide a full refund or replacement.

Damaged, Incorrect, or Defective Items

If your order arrives damaged, you receive the wrong item, or the product fails to meet our quality standards, please contact our quality assurance team at quality@silkserum.shop as soon as possible. To help us resolve the issue quickly, please include:

• Your order number
• The product name and size
• Photographs showing the packaging, seal, and product
• A brief description of the issue

We encourage you to inspect your package when it arrives. Check that the box is sealed and that the product matches your order. Look for the batch code and expiration date, and compare the packaging with the photos on our site. If anything seems off—packaging differences, unusual odor, or damage—please contact our quality assurance team immediately.

Authenticity Guarantee

We guarantee that every item sold on Silk Serum is genuine and sourced from an authorized channel. All products come from authorized distributors or directly from the brand's official sales channels. We maintain a strict supplier approval process, review supplier credentials, require invoices, and inspect batch codes to avoid parallel imports and counterfeit goods. All inventory is stored in a climate-controlled facility to protect the stability of the formulas, and stock is rotated so that the oldest but still within-shelf-life items ship first.

If you ever have reason to believe a product is not authentic, our quality assurance team is equipped to handle your claim. Please email quality@silkserum.shop with your order number, product name and size, batch code or lot number, and photographs of the product and packaging. Our review process works as follows:

1. We acknowledge your claim within one business day and assign a case number.
2. We review the information and compare it with our internal purchase and shipping records.
3. Where needed, we contact the brand partner to validate the batch code.
4. We provide a resolution and a target completion date within five business days.

If we cannot verify the authenticity of a product, we will provide a full refund or a replacement and cover any related shipping costs.

Quality Concerns and Product Issues

If you have a quality concern or experience an adverse reaction to a product, please contact our quality assurance department at quality@silkserum.shop. Our team will investigate and work with our supplier or the brand itself to resolve the matter. The handling process includes:

1. We record the complaint and assign a case number.
2. We inspect the provided information and may request additional details.
3. We verify batch codes with the supplier or request a lab test if necessary.
4. We provide a resolution, which can include replacement, refund, or advice to consult a healthcare professional.

Contact Information

Our customer support team is available by email at support@silkserum.shop for general storefront inquiries, order status, payment questions, and coupon assistance. We operate Monday through Friday, 9:00 AM to 6:00 PM Pacific Time. Emails received outside these hours will be answered on the next business day. Our website remains open for orders 24/7.

After-Sales Department

For returns, exchanges, refunds, and post-delivery issues, contact aftersales@silkserum.shop. Our after-sales team handles:

• Assistance with returns and exchanges
• Processing refunds and store credit
• Help with order modifications after purchase
• Resolving post-delivery issues like damaged items
• Providing status updates on refund and return processing

Quality Assurance Department

For product quality complaints, authenticity concerns, or adverse event reports, contact quality@silkserum.shop.

Warranty Information

Warranty coverage follows the product information provided in each listing and our support guidance. Each product listing includes specific manufacturer and brand warranty details where applicable. If you have questions about warranty coverage for a specific product, please contact our support team with your order number and the product name.

Our Commitment

Silk Serum is operated by Summit Ridge Commerce Group LLC, the legal operating entity responsible for all business operations, supplier agreements, and customer commitments. Our commitment is to resolve every claim in a fair and friendly manner. We will honor our return window and provide a replacement, refund, or store credit if the product fails our quality standards or your expectations. We are only satisfied when you are.

For any questions about this policy, please reach out to us at support@silkserum.shop. We're here to help.