To be eligible for a return, items must be unused, in their original packaging, and in the same condition that you received them. Items that are damaged, altered, or show signs of use cannot be returned. You must initiate the return process within 30 days of receiving your order to qualify for a return.
To request a return, you must send an email to [email protected]. In your email, include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3-5 business days with further instructions on how to proceed with the return.
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We do not guarantee that we will receive your returned item, so it is your responsibility to ensure it is returned safely.
Once we receive your returned item, we will inspect it and notify you of the status of your refund. If your return is approved, we will process your refund to the original payment method within 7-10 business days. Please note that it may take additional time for your bank or credit card company to process the refund and reflect it in your account.
We do not offer direct exchanges. If you wish to exchange an item, you must return the original item and place a new order for the desired item. Follow the return process outlined above to initiate your return, and then visit our website to make a new purchase.
Certain items are non-returnable, including but not limited to personalized or custom-made products, clearance items, and gift cards. If you have questions about whether an item is returnable, please contact us before making your purchase.
If you have any questions or concerns regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your experience with serenenestshop.com is satisfactory.
