Thank you for choosing the clothing products of Serenesage Trading Co., Ltd. In order to protect your legal rights and interests and give you a satisfactory shopping experience, we have formulated the following return policy, which is applicable to customers in the EU region.
1. Return and Exchange Period
If you are not satisfied with the purchased goods within 14 days from the date you receive the goods, you can apply for a return or exchange.
Please provide proof of purchase (such as order number, invoice, etc.) when applying for a return or exchange so that we can quickly process your request.
2. Return and Exchange Conditions
Return and Exchange Situations
The goods have quality problems, such as damaged fabrics, sewing defects, and inconsistent sizes with markings.
The received goods do not match the order information, including errors in style, color, size, etc.
The goods have not been worn or used, and the tags and packaging are intact, which does not affect secondary sales.
Non-return and Exchange Situations
Goods that have exceeded the return and exchange period.
The goods have been worn, washed, damaged, or the tags and packaging are missing, which affects secondary sales.
For personal reasons (such as choosing the wrong size, not liking the style, etc.) and the product has no quality problems and has been used or damaged.
III. Return and Exchange Process
Apply for return and exchange: Please submit a return and exchange application online through our website serenesagetrade.com, or send an email to [email protected], stating the reason for return and exchange, order number, product information, etc. We will reply to you within 3 working days after receiving the application.
Review and confirmation: We will review your return and exchange application, and after the review is passed, we will provide you with the return address and relevant instructions.
Return the product: Please return the product to the designated address within 7 days after receiving the review approval notice in accordance with the instructions. When returning the product, please ensure that the packaging is intact, and attach the purchase receipt and the completed return and exchange application form (which can be downloaded on the website).
Processing the return and exchange: After we receive the returned product, we will inspect it within 5 working days. If the return and exchange conditions are met:
If you need to return the product, we will handle the refund procedure for you.
If you need to exchange the goods, we will arrange to send you a new product as soon as possible.
IV. Refund method
The refund will be returned according to your original payment method, and the refund amount is the actual payment amount of the goods (excluding the shipping cost of the returned goods, unless the return is due to product quality problems or our mistakes).
The refund arrival time for different payment methods may vary. Generally, credit card refunds may take 3-7 working days, and refunds by electronic payment methods such as PayPal may take 1-3 working days.
V. Notes
For returns and exchanges caused by product quality problems or our mistakes, the shipping cost of the returned goods will be borne by us, and we will return it or reimburse you when refunding.
For returns and exchanges caused by personal reasons of the customer, the shipping cost of the returned goods will be borne by the customer.
If the returned goods do not meet the return and exchange conditions after inspection, we will return the goods to you and will not bear the relevant shipping costs.
During the return and exchange process, please keep the goods and related certificates properly to avoid damage to the goods during transportation.
If you have any questions about returns or exchanges, please feel free to contact us at [email protected] and we will be happy to help you.