Refund policy

Refund Policy

Guarantee:
At Serena Studio, we care about our customers' satisfaction and want to ensure that your shopping experience is smooth and worry-free. That's why we offer a 30-day refund policy, allowing you to return or exchange a product if it doesn't meet your expectations or has any manufacturing defects.

Since these are intimate products, such as bras and briefs, our return policy is subject to specific conditions. Products that have been used, washed, or damaged cannot be returned.

Delivery Attempts & Refund Policy
If the carrier makes three delivery attempts and the recipient is unavailable or the delivery cannot be completed, the package will be discarded by the carrier. In this case, the customer will not be eligible for a refund.

However, if you still wish to receive your order, we can reship a new package to an address where delivery is possible. A minimum fee will be charged based on the order to cover the reshipment costs. Please contact our support team for assistance.

Product Returns:
To be eligible for a return, the request must be made within 30 days of purchase and before the product is delivered. If the package has been received, it must not have been opened or tampered with.

If the package has been opened, you may return any unused products. All returned items will be inspected at our warehouse.

Size Exchange:
If you need to exchange a product for a different size, we offer free exchanges provided the item has not been used. If the product has been used, return or exchange shipping costs will be borne by the customer.

How to Make a Return or Exchange:
To initiate a return or exchange, please contact our customer service team via email at sales@shopserenastudio.com or through our contact form on the website. After receiving the product at our warehouse, it will be inspected, and we will notify you if the refund has been approved. If the return is approved, the refund will be processed automatically to your original payment method within up to 30 days.

Refunds:
Once the return is approved, the refund will be processed and directly credited to your original payment method within up to 30 days.

Shipping:
Shipping for returns or exchanges is free for all customers. No shipping costs will be charged for returns or exchanges.