Refund policy
This Return & Refund Policy forms part of the Terms and Conditions of SERN.
By placing an order from SERN, you enter into a contract with SERN and agree to the policies and terms properly presented and incorporated into your purchase at the time your order is placed.
Nothing in this policy limits any consumer protection rights you are entitled to under applicable U.S. federal law (including regulations enforced by the Federal Trade Commission) or the law of your state of residence, to the extent those rights cannot lawfully be waived or excluded.
- Returns & Cancellation
Customers may request a return or cancellation where permitted under this policy and applicable consumer protection law.
To request a return:
- Contact SERN before returning the product
- Provide your order number and proof of purchase
- Keep the product unopened, unused, and in its original condition where the return is based on a change of mind
- Retain all original packaging, seals, labels, and components
- Follow the return instructions provided by SERN Support
Products must not be returned without first contacting SERN and obtaining return instructions.
Where a product is supplied sealed for health protection or hygiene reasons, we are not able to accept a change-of-mind return once that seal has been broken, except where required by law.
- Opened & Used Supplements and Strips
SERN products include ingestible dietary supplements — capsules and oral dissolving strips. For health, hygiene, product integrity, and consumer safety reasons, strict conditions apply to opened products.
Products supplied with a health or hygiene seal cannot be returned on a change-of-mind basis once that seal has been broken or the product has been opened. This includes products that have been opened, used or sampled, partially consumed, unsealed, tampered with, contaminated, or removed from protective packaging where doing so compromises product hygiene or safety.
Opening or consuming a capsule or strip product does not create a money-back guarantee merely because the customer is dissatisfied with the product or its results.
This restriction does not remove any remedy required by law where a product is faulty, unsafe, damaged, incorrect, or not as described.
- Results & Individual Expectations
SERN does not guarantee that every customer will experience identical results or achieve a particular cosmetic, wellness, or general health outcome. Individual experiences may vary according to factors including consistency of use, diet, lifestyle, individual physiology, nutritional status, and other personal factors.
The following do not by themselves establish eligibility for a refund:
- "The product didn't work for me"
- Not achieving an expected cosmetic or wellness result
- Results taking longer than personally expected
- Inconsistent product use
- Failure to follow the recommended directions or serving size
- Personal dislike of taste, texture, smell, or appearance
- Change of mind after opening the product
- Results differing from another customer's experience or a testimonial or review
Customers are responsible for following the usage instructions and recommended serving information provided with the product. This applies in particular to products such as SERN Appetite Balance & Weight Support Strips, where results depend on individual lifestyle factors and no specific weight-loss outcome is guaranteed.
These statements have not been evaluated by the Food and Drug Administration. SERN products are not intended to diagnose, treat, cure, or prevent any disease.
- Damaged, Defective, Incorrect or Not-As-Described Products
If your product arrives damaged, defective, incorrect, or materially different from its description, please contact SERN as soon as reasonably possible.
To assist our investigation, SERN may reasonably request your order number, clear photographs of the product, outer packaging, shipping label, the reported defect or damage, batch or lot information, and photographs showing the product seal.
Do not consume a product that appears damaged, contaminated, incorrectly sealed, tampered with, or unsafe.
Where a product is faulty, damaged, incorrect, or not as described, SERN will provide a replacement or refund.
- Adverse Reactions & Ingredient Responsibility
Customers are responsible for reviewing the product's ingredient list, allergen information, warnings, recommended serving information, and usage instructions before consumption.
Customers with allergies, sensitivities, or medical conditions, or who are pregnant, breastfeeding, or taking medication, should consult a healthcare professional before using a supplement. This is particularly relevant for SERN Berberine, which may interact with certain medications — consult a healthcare professional before use if you are taking prescribed medication.
If you experience an unexpected or concerning reaction, discontinue use and seek medical advice. An individual intolerance, personal sensitivity, dislike, or reaction does not by itself establish that a product is defective.
- Refund Method
For voluntary or goodwill resolutions where SERN is not otherwise required to provide a refund to the original payment method, SERN may offer SERN Store Credit, a replacement product, a partial refund, a promotional credit, or another resolution agreed between SERN and the customer. SERN Store Credit is non-transferable, cannot be withdrawn as cash, and may only be used toward eligible purchases from SERN.
Where a monetary refund is required by law, SERN will refund the original payment method.
- Product Inspection & Refund Verification
Where a product must be returned before eligibility for a discretionary refund can be determined, SERN may inspect the returned product, including its condition, seal, batch/lot information, and evidence of use, tampering, or contamination. Submitting a return request or sending a product back does not automatically guarantee a refund.
- Return Shipping & Costs
For discretionary or change-of-mind returns, the customer is responsible for the cost of returning the product, unless otherwise required by law. Where SERN supplied an incorrect, faulty, damaged, or otherwise non-conforming product, SERN will cover reasonable return shipping costs or arrange collection.
- Refund & Return Abuse
SERN monitors refund and return activity to protect both customers and the business against fraudulent or abusive activity, including altered or fabricated evidence, products deliberately damaged after delivery, a different product being returned, false non-delivery claims, repeated abusive refund requests, or manipulation of promotions or store credit. Where SERN has reasonable evidence of fraud or abuse, we may reject discretionary claims, restrict future purchases, and provide relevant evidence when responding to payment disputes.
- Chargebacks & Payment Disputes
If you believe there is a problem with your order or payment, please contact SERN first so our support team can investigate. Where a chargeback or payment dispute is initiated, SERN may provide relevant evidence to the bank, card issuer, or payment processor. Nothing in this section prevents you from disputing an unauthorized transaction with your bank or card issuer.
- Order Cancellation
If you wish to cancel an order, please contact SERN as soon as possible. Where an order has already entered fulfillment or been dispatched, we may be unable to stop the shipment. Refusing delivery is not a substitute for contacting SERN and following the appropriate cancellation or return procedure.
- Product & Health Disclaimer
SERN products are dietary supplements — available as capsules and oral dissolving strips — and should be used according to the directions, serving information, and warnings provided with the product. Dietary supplements are not intended to replace a varied, balanced diet and healthy lifestyle.
These statements have not been evaluated by the Food and Drug Administration. This product is not intended to diagnose, treat, cure, or prevent any disease. Nothing on our website, advertisements, social media, packaging, or other communications should be interpreted as individual medical advice.
For returns, refunds, or product-related concerns, contact hello@sernsupplements.com with your order number.