Política de reembolso

We have a 30-day returns policy, so you have 30 days from receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it: unused and showing no signs of wear, with all tags attached and in its original packaging. You will also need to provide your receipt or proof of purchase.

To initiate a return, please contact us at info@serenyah.com. Please note that returns must be approved and sent to the address provided by Serenyah customer service.

If your return is accepted, we will send you a return shipping label, as well as information on the shipping method and the address to which you should send your parcel. Items returned to us without a prior return request will not be accepted.

You can always contact us with any questions via info@serenyah.com.

Damage and issues

Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged or if you receive the wrong item, so that we can assess the problem and rectify it.

 

Exceptions/items that cannot be returned

Certain types of items cannot be returned, such as personalised products (e.g. special orders or customised items) and personal care products (such as beauty products). Please contact us if you have any questions or concerns regarding your specific item.

Unfortunately, we cannot accept returns of sale items or gift cards.

 

Exchanges

The quickest way to ensure you receive the items you want is to return the item and, once the return has been accepted, make a separate purchase of a new item.

European Union 14-day cancellation period

Notwithstanding the above, if the items are shipped to the European Union, you have the right to cancel or return your order within a 14-day period, for any reason and without having to provide a reason. As mentioned above, your item must be in the condition in which you received it, unused and showing no wear and tear, with the tags attached and in the original, unopened packaging. You will also need to provide the receipt or proof of purchase.

 

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved or not. If approved, you will be automatically refunded via your original payment method within 10 working days. Please note that it may also take some time for your bank or credit card company to process and post the refund.

If more than 15 working days have passed since your return was approved, please contact us at info@serenyah.com.