Last updated: June 30, 2026
Thank you for shopping at Sereniso. We want returns and exchanges to be clear and fair for jewelry, accessories, home decor, and small lifestyle goods. Please read this policy before requesting a return, exchange, or refund.
Return & Exchange
We offer a 30-day return and exchange policy from the date your order is delivered.
For eligible orders delivered to the European Union, you may also submit a withdrawal declaration through the withdrawal function in your order details page during the applicable withdrawal period, and we will confirm receipt by email.
- If you receive a defective item, a wrong item, an item damaged during transit, or an item missing accessories, you can request a replacement, refund, or exchange within 30 days of delivery after the issue is reported and verified. In most cases, we will send a replacement free of charge after verification. If a replacement is not available, we will offer a refund or another suitable solution.
- For returns or exchanges due to customer preference, such as changing your mind, ordering the wrong size, selecting the wrong color, or not liking the style in person, contact us within 30 days of delivery. The buyer is responsible for the return shipping cost, and a 10% restocking and handling fee will be deducted from the refund.
- Returned goods must be unused, unworn, unmodified, clean, in original condition, and returned with the original packaging, tags, certificates, pouches, boxes, accessories, detachable parts, and gifts where applicable.
- Personalized, customized, engraved, made-to-order, opened hygiene-sensitive, used, damaged-after-delivery, final sale, and clearance items are not eligible for return unless the issue was caused by our error or required by law.
Please note: natural stones, wood, metal finishes, handmade details, ceramic glaze, glass texture, bead patterns, color tone, and surface finish may vary slightly because of natural materials, photography, screen settings, hand-finishing, or manual measurement. These small variations are normal product characteristics rather than defects, as long as the item does not materially differ from the product description.
Seller Responsibility
For verified defective items, wrong items, items damaged during transit, or items missing accessories, Sereniso will be responsible for the necessary replacement, refund, or return shipping fee. We do not charge any restocking or handling fee for these cases.
Please inspect your order as soon as it is delivered. If the package or product is damaged, defective, incorrect, or missing accessories, contact us within 3 calendar days of delivery with your order number and clear photos or video of the item, outer packaging, inner packaging, and shipping label. This helps us evaluate the issue quickly and, when applicable, support a claim with the delivery service provider.
Please keep the original packaging until the issue is resolved, as it may be needed for review or carrier claims.
Customer-Preference Returns
For returns due to customer preference, the buyer is responsible for the return shipping fee, and a 10% restocking and handling fee will be deducted from the refund after the returned item is received and inspected. Original shipping fees, upgraded shipping, gift wrapping, gift-box upgrades, and other additional services are non-refundable unless the issue was caused by our error or required by law.
If an order received free shipping or discounted shipping and is returned due to customer preference, the actual outbound shipping cost may also be deducted from the refund where permitted by law. If this applies, we will explain the deduction before the return is finalized.
How to Request a Return or Exchange
- Email [email protected] with your order number, delivery postcode, reason for return or exchange, and photos when relevant.
- We will reply within 1-2 business days with return or exchange instructions.
- Please do not send items back before receiving our written return instructions. Unauthorized returns may be refused or delayed.
- Use a trackable shipping method and pack the item securely. We are not responsible for return packages lost or damaged in transit when the return is arranged by the customer.
Refunds
After we receive and inspect the returned item, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. We usually initiate approved refunds within 1-2 business days after inspection, but your bank, card issuer, or payment provider may need additional time to post the refund.
Exchanges
Exchanges depend on product availability. If the requested size, color, or item is unavailable, we may offer a refund, store credit where supported, or ask you to place a new order after the return is approved.
Care and Use After Delivery
Jewelry, plated finishes, natural stones, glass, ceramic, and decorative items should be handled with reasonable care. Damage caused after delivery by water exposure, chemicals, perfume, cosmetics, sweat, impact, dropping, improper cleaning, improper storage, or normal wear is not treated as a product defect.
We do not provide a separate repair or warranty service after delivery unless a specific product page states otherwise or applicable law requires it.
Contact Us
For return, refund, or exchange questions, contact us at [email protected].