Return Policy
We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be:
- Unused and in the same condition that you received it
- In its original packaging
- Accompanied by the receipt or proof of purchase
To start a return, please contact us at hello@sernes.com. We'll provide you with instructions on how to return your item. Please note that returns will need to be sent to the following address:
SERNES
+1 647-277-9766
256 Third Street, Suite 12
Niagara Falls, NY 14303-1231
You are responsible for arranging and paying for the return shipping. We do not provide return shipping labels. Items sent back to us without first requesting a return will not be accepted.
Refunds
Once we receive and inspect your return, we'll send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7 business days. Please note that it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we've approved your return and you haven't received your refund, please contact us at hello@sernes.com.
Exchanges
Due to the popularity of our range, we cannot guarantee that we will have a different size in stock to exchange. For this reason, any returns will automatically be issued as a Store Credit that will allow you to choose a different item or the same item, provided it is available.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item using your Store Credit.
Shipping Costs
You are responsible for paying all shipping costs associated with returning your item. Shipping costs are non-refundable. The cost of the original shipping to you, if any, will not be refunded as part of your return.
Please note that if you have earned Free Shipping, the shipping amount will be deducted from your store credit.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. All received items must be checked within 48 hours from delivery, and any claim for faulty items must be made within this time period.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards
Please contact us if you have questions or concerns about your specific item.
European Union 14-Day Cooling Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. Please note that you are still responsible for return shipping costs.
International Orders and Customs
For international orders, please be aware of the following:
- Your order may be subject to import duties, taxes, and fees imposed by the destination country's customs authorities.
- These charges are not included in our prices and are the responsibility of the recipient.
- We cannot predict these charges as they vary by country and are determined upon arrival.
- If you refuse to pay applicable customs duties/taxes or reject package delivery due to these charges, you will not be eligible for a refund.
- Our carriers typically notify us or you about any applicable duties or taxes only after the order has been shipped.
We have no control over these charges and cannot be held responsible for any customs-related costs. By placing an order, you agree to bear any additional charges for customs clearance.For any return questions or concerns, please contact us at hello@sernes.com.