Returns and Exchanges Policy

Returns and Exchanges Policy - Serena Studio

At Serena Studio, we value our customers' satisfaction. If you are not completely happy with your purchase, we guarantee a straightforward and transparent exchange and return process.

Circumstances for Exchange or Return

  • Repurchase: The customer can request a return within the legal time frame if the product does not meet their expectations.

  • Manufacturing defects: If the product is defective upon receipt.

  • Incorrect or Damaged Order: If you receive an incorrect, damaged, or defective item.

  • Exchange for Size: If you received a different size than requested or the product does not fit.

Shipping Costs

  • If the error is on Serena Studio’s part or there is a defect, we will cover all costs.

  • For returns due to regret, the shipping cost may be the customer’s responsibility, depending on local legislation.

Methods of Refund

  • Credit card chargeback: The processing time may vary depending on the credit card company but usually takes up to 10 working days after return approval.

  • Bank Transfer (TED): Made within 10 working days, only to bank accounts in the name of the purchaser.

How to Request an Exchange or Return

Send an email to sales@serenastudio.com with the following information:

  • Full name

  • Order number

  • Email address registered for the purchase

  • Reason for exchange or return

  • Photos or videos showing the issue (if applicable)

Exchange and Return Process

  • Receipt of Request: Our team will assess your request and respond within 3 working days.

  • Sending the Return Label: If applicable, we will send you a return label.

  • Preparation and Shipping: The customer must package the product securely and ship it within the indicated timeframe.

  • Analysis and Processing: Once we receive the product, we will conduct an analysis to approve the return or exchange.

  • Conclusion: For exchanges, the new product will be sent, and a tracking code will be provided. For refunds, the process will be completed according to the original payment method.

Deadline for Return for Repentance

The customer can withdraw from the purchase within 7 calendar days of receiving the product, in accordance with consumer protection legislation. The product must be returned in its original packaging, unused, and with all included items.

In the Event of a Manufacturing Defect or Issue

  • The customer must email evidence (photo/video) of the defect along with order details.

  • We will send you a return label (where applicable).

  • After confirming the defect:

    • For a refund: The amount will be processed within 30 working days.

    • For an exchange: A new product will be sent within 15 to 30 working days.

For more information, please contact our support team at sales@serenastudio.com.