Refund policy

Effective Date: September 30, 2026

Our goal at SERENZA is to ensure a seamless shopping experience. Our return policy complies with European statutory rights and strict merchant processing guidelines.

1. Right of Withdrawal (14-Day Return Guarantee)

In accordance with European Union consumer law, you have the right to withdraw from your purchase without stating a reason within 14 calendar days from the day on which you (or a third party designated by you) take physical possession of the goods.

2. Return Eligibility Criteria

To qualify for a valid return and full refund:

The item must be unused, unwashed, unworn, and in the exact condition received.
The product must remain in its original manufacturer packaging with all protective materials, tags, and labels attached.
Proof of purchase (order number, confirmation email) must be provided.
Custom, personalized, or hygienic items (if unsealed) are excluded from standard returns unless defective.

3. Return Procedure

Initiate Request: Contact our customer service team at contact@serenza-uk.store with your order number, name, and item(s) you wish to return.
Return Authorization: Once approved, our team will issue a Return Authorization and provide the correct warehouse return address.
Dispatch Package: Pack the item securely and ship it back using a trackable courier service. Retain your tracking receipt as proof of return shipment.

Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped, defective item).

4. Inspection and Refund Processing

Receipt & Inspection: Upon receipt of your returned package, our team will inspect the item within 2 business days to verify compliance with our return criteria.
Approval & Issuance: Upon approval, a refund will be issued directly to your original payment method (credit card, debit card, Apple Pay, PayPal, etc.).
Processing Delay: Refund processing generally takes 5 to 10 business days to reflect on your bank account, depending on your payment processor and financial institution.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect:

Contact us within 48 hours of delivery at contact@serenza-uk.store.
Provide your order number, a clear description of the defect, and high-resolution photographs or video showing the issue.
Upon validation, we will issue a prepaid return label and immediately send a replacement or execute a full refund at no extra cost to you.

6. Chargeback and Friendly Resolution Policy

We aim to solve all customer concerns directly, quickly, and fairly. Before filing a chargeback or payment dispute with your bank, card provider, or payment gateway (Stripe, Shopify Payments), please contact our dedicated resolution team at contact@serenza-uk.store or +33 7 52 02 58 78. Most issues can be resolved immediately without lengthy banking disputes.