Returns & refunds

If it arrives damaged, we replace it

Serums travel in glass. Now and then a bottle does not survive the journey. When that happens we sort it out quickly — we only ask for proof of what came out of the box.

Last updated: September 2026

Record an unboxing video before you open the seal.

Start recording before the outer packet is cut, keep it in one unbroken take, and make sure the shipping label and the bottle are both visible. Without this video we cannot verify whether the damage happened in transit, and the claim cannot be approved. This is the only condition we are strict about.

What we replace or refund

The bottle arrived broken, cracked or leaking
The safety seal was already open on arrival
You received the wrong serum
An item from your order is missing
The product is past, or close to, its expiry date on arrival

Report it within 48 hours of delivery, with the unboxing video.

What we cannot take back

Opened or used products — skincare cannot be resold once the seal is broken
A change of mind after the seal is opened
Claims raised after 48 hours, or without an unboxing video
Damage caused after delivery
Products bought from a reseller or marketplace, not from this website

If a serum did not suit your skin, write to us anyway — we would rather help you pick a better fit.

The process

Four steps, usually done in a day

1 Email us within 48 hours
Write to rasae.skin@gmail.com with your order ID in the subject line.
2 Attach the unboxing video
Plus two or three photos of the damage and of the outer packet. If the file is large, share a Google Drive or WeTransfer link.
3 We review and confirm
You hear back within 48 working hours. If the claim is approved we arrange a pickup at our cost, or ask you to keep the damaged bottle if a pickup is not possible.
4 Replacement or refund
A replacement ships the same week. If you prefer a refund, it is processed within 7 working days of approval to the original payment method. For cash on delivery orders we refund by bank transfer.

Timelines

How long each step takes

Raise a claimWithin 48 hours of delivery

We respondWithin 48 working hours

Pickup, where applicable2 to 4 working days, at our cost

Replacement dispatchedWithin 3 working days of approval

Refund creditedWithin 7 working days of approval

Order cancellationFree before dispatch. Once shipped, it follows the process above.

Questions

People usually ask

Because a photo taken after the box is open cannot show whether the bottle broke in transit or afterwards. The video protects you as much as us — with it, a genuine claim gets approved the same day and there is nothing to argue about.

An opened bottle cannot be resold, so it cannot be taken back. But write to us with your skin type and what happened. Often it is a matter of frequency rather than the wrong product, and we would rather fix that than lose you.

Yes, free of charge, as long as it has not been dispatched. Orders go out within 24 to 48 hours, so email us as soon as you can with your order ID.

We do, when the product arrived damaged, wrong or incomplete. There is no cost to you in those cases.

By bank transfer. We will ask for your account number, IFSC and account holder name over email once the claim is approved.

Something wrong with your order? Email us with your order ID and the unboxing video. We will take it from there.

rasae.skin@gmail.com