Refund policy

Serenity Shop – Returns & Refunds Policy

At Serenity, we want every purchase to feel just right. Our returns policy is designed to be transparent, fair, and supportive while allowing us to operate sustainably.

30-Day Return Window

You may request a return within 30 days of delivery for:

  • Exchange (size or style), or

  • Store credit (valid for 12 months)

Refunds are not provided for change of mind, fit, or style preference.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or incorrect, please notify us within 48 hours of delivery and include clear photos for assessment.

Once confirmed, we will offer one of the following at no cost to you:

  • A full refund to the original payment method, or

  • A replacement or exchange

Return shipping will be covered where applicable.

Shipping Protection

Customers may choose to add Shipping Protection at checkout for added peace of mind during transit.

✔ Covers loss or damage during shipping

If a protected order is lost or damaged while in transit, we will prioritise the case and offer a replacement or store credit, subject to verification.

Important notes regarding Shipping Protection:

  • Shipping Protection applies only to shipping-related issues

  • It does not cover delays within the estimated delivery timeframe, size/fit issues, or change of mind

  • Claims must be submitted within a reasonable timeframe once tracking confirms an issue

Shipping Protection is optional and recommended for international orders.

Exchanges

If an item does not suit you:

  • We are happy to arrange an exchange for another size or style

  • In some cases, we may not require the original item to be returned

  • If a return is required, clear instructions will be provided

Eco-Friendly Resolution (Optional)

To minimise unnecessary shipping, we may offer, at our discretion:

  • Store credit, or

  • A partial refund while you keep the item

This option is assessed case-by-case and is not guaranteed.

How to Request a Return

Please contact our Customer Care team with:

  • Order number

  • Reason for return

  • Photos (if faulty, damaged, or incorrect)

We aim to respond within 24 hours.

Refund Processing

Refunds apply only to confirmed faulty or incorrect items.

Once approved:

  • Card refunds: 5–7 business days

  • PayPal refunds: 3–5 business days

  • Transaction fees may not be refundable depending on PayPal policies

Return Shipping

  • Free return shipping for faulty or incorrect items

  • For exchanges or non-faulty returns, return postage may apply depending on location

Important Notes

  • Items must be unused and in original condition where required

  • Store credit is valid for 12 months from issue date

  • This policy applies as published at the time of purchase