Refund policy

Refund & Return Policy

We strive to ensure every order arrives in perfect condition. Refunds are only available in cases where an item is defective, damaged, or incorrect.

Refund Eligibility

To be eligible for a refund or replacement, your order must meet one of the following conditions:

  • You received a defective or damaged item

  • You received the wrong item in your order

Refund requests for reasons other than defective, damaged, or incorrect items are not eligible.

Reporting an Issue

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us as soon as possible so we can evaluate the issue and make it right.

To request assistance, please contact us at support@seranox.shop and include:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging (if applicable)

Refund Process

If your refund request is approved, we will process a refund to your original payment method. Depending on your bank or credit card provider, refunds may take several business days to appear in your account.

If more than 15 business days have passed since your refund was approved, please contact us at support@seranox.shop.

Non-Returnable Items

We do not accept returns or refunds for:

  • Opened or used products

  • Perishable goods

  • Sale items

  • Gift cards

Exchanges

We provide free exchanges for defective or incorrect items. If exchanging for a higher-value product, any price difference will apply.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may have the right to cancel or return your order within 14 days under applicable consumer protection laws. To qualify, items must be unused, unopened, in original packaging, and accompanied by proof of purchase.

Please note that opened or used perishable goods may not qualify for return under applicable law.

Cancellations

We do not cancel orders after they have been placed. Similarly, we do not cancel subscriptions for customers. We provide an always-available account portal where customers can manage subscriptions in a few easy steps.