Return & Refund Policy

Updated October 29, 2026. Contact support@serunela.com to request a Serunela return or discuss a purchase problem. This voluntary policy does not reduce mandatory rights for faulty, misdescribed or undelivered goods.

Request an ordinary return in time

Contact us within 30 calendar days of receipt, identifying the order, checkout email, items and reason. Statutory cancellation or defect claims may have different periods that remain applicable.

Condition and exceptions

Change-of-mind goods generally must be unused, unworn and in original condition with tags, accessories and packaging. Personalized or made-to-order goods, perishables, opened hygiene-sensitive items, used digital content and gift cards may be excluded from discretionary returns where disclosed and lawful. Mandatory defect remedies remain available.

Authorization and destination

We review eligibility and provide instructions and the correct destination for your case. Do not rely on a sender label or assume another contact address accepts returns. Package securely and keep posting and tracking records.

Postage and original shipping

You pay return postage for an ordinary change of mind. Original shipping is generally not refunded on discretionary returns unless law requires it. We cover reasonable applicable return costs for faulty or incorrectly supplied goods and provide required remedies. Free labels are not promised for every return.

Incorrect, missing or damaged goods

Describe the issue with the order number and available item, label and packaging photos. Retain relevant materials during review. We assess repair, replacement, refund or another appropriate remedy under the facts and law. Evidence requests do not override legal rights.

Refund review and timing

We explain the outcome after inspecting returned goods or assessing sufficient evidence. Approved refunds are initiated to the original payment method within 10 business days after inspection or sufficient evidence unless a shorter legal period applies. Additional posting time depends on your bank or provider. Contact us about an expected credit that does not appear.

Exchanges

An exchange requires confirmed availability and practical arrangements. It is not guaranteed. An authorized return and separate purchase may be appropriate; we explain the option before you proceed.

Cancellation before fulfillment

Ask promptly. We confirm whether fulfillment can be stopped and the applicable refund. Dispatch may prevent cancellation, and a request alone is not acceptance. Statutory rights remain intact.

Refusal or missed collection

Contact us so the reason and carrier outcome can be assessed. Refusal or missed collection does not automatically complete cancellation. Only lawful, disclosed and evidenced costs may be considered rather than automatic forfeiture of the whole payment.

Legal protections prevail

Required consumer periods, standard delivery refunds, remedies and cost allocations take priority over this voluntary policy. Send case questions to support@serunela.com.