Refund & Returns Policy

Sereniso accepts eligible return and exchange requests within 30 calendar days of delivery. This policy also explains how we handle an item that arrives damaged, defective, incorrect, or incomplete.

Before Dispatch

If you want to cancel an order or correct an address, contact [email protected] as soon as possible. An order that has not been dispatched can be cancelled and refunded to the original payment method. Once dispatched, it must be handled as a delivery or return request.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect the order after delivery. If there is a problem, contact us promptly—ideally within 3 calendar days—with your order number and clear photos or video of the item, outer and inner packaging, shipping label, and affected area where available. Prompt notice helps us investigate, but this requested reporting time does not limit rights available under applicable consumer law.

For a verified issue, we will provide an appropriate resolution under the circumstances and applicable law. This may be a replacement, exchange, refund, reimbursement of necessary return shipping, or another agreed solution. No restocking or handling deduction applies when the issue was caused by our error.

Returns Because You Changed Your Mind

Contact us within 30 calendar days of delivery if you changed your mind, selected an unsuitable size, or chose the wrong style. For an eligible preference return, you are normally responsible for return shipping.

The item should be returned clean, unmodified, and in its original condition, with the packaging, tags, accessories, and included components where applicable. Opening the package and reasonably inspecting an item does not by itself make it ineligible.

Jewelry may be tried on briefly and carefully to check size and appearance. Extended wear, contamination, cleaning, alteration, or other use beyond reasonable inspection may reduce the refund or make a voluntary return ineligible, subject to applicable law.

During any applicable statutory cancellation period, we will apply the cancellation and refund rights required for your destination, including any deduction permitted by law for a loss in value caused by handling beyond what is necessary to inspect the item, or for missing included parts.

Outside a statutory cancellation period but within Sereniso’s voluntary 30-day window, a deduction of up to 10% may apply to a preference return in original condition where permitted by law. This maximum covers restocking, handling, and any non-recoverable standard outbound shipping cost; these amounts are not stacked above 10%. We will identify any proposed deduction and its reason before finalizing the return. If the item has instead been worn beyond inspection, damaged, altered, contaminated, or returned with parts missing, the refund may be reduced by the actual loss in value or the return may be declined where permitted by law.

Original standard delivery charges are refunded when required by law. Premium delivery upgrades and additional services are not refundable beyond the standard delivery amount unless the issue was caused by our error or applicable law requires otherwise.

Items That Cannot Normally Be Returned

  • An item made to your specifications, personalized, engraved, or altered at your request, when it was clearly identified as such before purchase.
  • An item damaged, altered, contaminated, or materially worn after delivery.
  • A gift card or other item expressly excluded by applicable law.

These exclusions do not remove rights that apply to faulty, misdescribed, incorrect, or damaged goods. Earrings are not automatically excluded from return.

How to Request a Return or Exchange

  1. Email [email protected] with your order number, delivery postcode, item name, reason for the request, and photos when relevant.
  2. We aim to reply within 1–2 business days with the correct return address and instructions.
  3. Send the parcel within 14 days after notifying us of the return, unless we agree otherwise, and retain proof of postage or tracking.

Please request the correct return address before sending the parcel. Sending it to another address can delay the return. This instruction does not prevent you from giving a valid cancellation notice through a clear statement or, for an eligible European Union order, through the withdrawal function in your order details.

Refunds and Exchanges

Approved refunds are issued to the original payment method, usually within 5 business days after we receive and inspect the return. Where applicable law requires an earlier refund after valid proof of return, that rule applies. A bank, card issuer, or payment provider may need additional time to post the funds.

Exchanges depend on current availability. We will confirm any price difference, return cost, or replacement arrangement before processing the exchange.

Fair Review of Requests

We may ask for reasonable order, delivery, packaging, or item evidence so we can verify a claim and choose an appropriate resolution. We may decline requests involving an item not purchased from Sereniso, damage occurring after delivery, altered evidence, or repeated misuse of the return process, subject to applicable law.

Contact

For return, exchange, or refund questions, contact [email protected].