Refund policy

Returns & refunds

We want you to feel completely confident buying from Sero. This policy covers our own returns policy and your legal rights as a UK consumer — nothing here limits or replaces your statutory rights.

Our 30-day returns policy

You have 30 days from receiving your order to request a return, on top of your legal rights below. To qualify, your product must be unused, unopened, and in its original packaging, with proof of purchase. As a food supplement, we can't accept a return once a pouch has been opened, for health and safety reasons.

Damaged, faulty, or incorrect orders

If your order arrives damaged, faulty, or you've received the wrong item, contact us within 30 days of delivery for a full refund or replacement — this doesn't require the product to be unopened, since you may only discover the issue once you've opened it. Under the Consumer Rights Act 2015, you're entitled to a full refund within 30 days if a product is faulty when it arrives.

Your legal right to cancel

Separately, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason, without needing to give one. This right doesn't apply once a sealed food supplement has been opened, for health and hygiene reasons. To cancel within this period on unopened goods, contact us at sales@usesero.com.

Non-returnable items

We can't accept returns on:

• Opened or used supplement products
• Gift cards
• Sale items

Refunds

Once we've received and inspected your return, we'll let you know whether it's approved. Approved refunds are processed to your original payment method within 10 business days — your bank may take a little longer to display it. If it's been more than 15 business days since approval, get in touch and we'll chase it up.