Last Updated: 28 September 2026
At Seryu.my, customer satisfaction is important to us. We strive to provide high-quality skincare products and a positive shopping experience.
Due to hygiene and safety considerations, we generally do not accept returns due to change of mind.
1. Eligible Returns
We may accept returns, replacements or refunds where:
- You received the wrong product.
- An item is missing from your order.
- The product arrived damaged.
- The product arrived leaking.
- The product is defective.
- The product received does not match the product ordered.
2. Return Period
Return or refund requests must be submitted within 5 days of receiving your order.
Requests submitted after this period may not be accepted.
3. Return Conditions
Where applicable, returned products must be:
- Unused.
- Unopened.
- In their original packaging.
- Accompanied by proof of purchase.
For damaged, defective or leaking products, customers should not continue using the product after discovering the issue.
4. Non-Returnable Items
We do not accept returns or exchanges for:
- Opened or used skincare products.
- Products damaged through customer misuse or handling.
- Products purchased due to customer error.
- Change of mind.
- Incorrect shade, variant, size or quantity selected by the customer.
Promotional or clearance items are not eligible for return due to change of mind.
However, this does not affect our responsibility for products that are incorrectly supplied.
5. Wrong or Missing Products
If you receive the wrong or incomplete order, please contact us within 5 days.
Please provide:
- Order number.
- Photos of the product received.
- Photos of the outer packaging.
- Photo of the shipping label.
- Description of the issue.
We may request an unboxing video where necessary to verify a missing or damaged item claim.
6. Damaged or Defective Products
If your product arrives damaged, leaking or defective, please contact us before using or disposing of the product.
Please provide clear photographs showing the issue.
Depending on the circumstances, we may provide:
- A replacement product; or
- A full or partial refund or
- Return and refund
7. Return Process
Please contact us at:
seryuhq@gmail.com
Do not send any product back without receiving return instructions from Seryu.my.
Unauthorised returns may not be accepted.
8. Return Shipping Costs
If the return is caused by an error on our part, such as an incorrect, damaged or defective product, Seryu.my will bear the reasonable return shipping cost.
Where a return is requested because of customer error, the customer will be responsible for the return shipping cost, where applicable.
9. Refunds
Once an approved return has been received and inspected, we will notify you of the outcome.
Approved refunds will normally be processed within 5–10 business days.
Refunds will generally be made to the original payment method where possible.
The time required for the refund to appear in your account may depend on your bank or payment provider.
10. Exchanges
We may offer an exchange where the product received is incorrect, damaged or defective, subject to stock availability.
If the replacement product is unavailable, we may provide a refund instead.
11. Order Cancellation
Orders may be cancelled before they are processed or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible.
12. Product Packaging & Appearance
Product packaging, labels and appearance may occasionally differ from images displayed on our website due to:
- Manufacturer packaging updates.
- Design changes.
- Lighting.
- Photography.
- Screen settings.
- Production variations.
Minor differences do not necessarily constitute a product defect.
13. Our Rights
Seryu.my reserves the right to assess each return or refund request individually and to request reasonable evidence before approving a claim.
Nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded under applicable Malaysian law.
14. Contact Us
For return, refund or exchange enquiries:
Email: seryuhq@gmail.com
Please include your order number and a description of the issue.