Refund and Returns policy
RETURN POLICY Effective Date: 10 March 2025
OVERVIEW At Serenelle Jewellery, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we offer a return policy under the following conditions.
SECTION 1 - RETURNS Our return policy lasts 15 days from the date of delivery. If 15 days have gone by since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must:
- Be unused and in the same condition in which you received it.
- Be in its original packaging.
- Not be a customised or personalised item (as these are non-refundable unless defective).
To initiate a return, please contact our customer service team at [Insert Contact Email] with your order number and reason for the return. We will provide you with instructions on how to send your item back.
SECTION 2 - RETURN SHIPPING Customers are responsible for covering the shipping costs for returning an item. Return shipping costs are non-refundable. If you receive a refund, the original cost of shipping will not be included in the refund amount.
We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
SECTION 3 - REFUNDS Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days, depending on your bank or payment provider.
SECTION 4 - EXCHANGES We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, contact us at [Insert Contact Email].
SECTION 5 - LATE OR MISSING REFUNDS If you haven’t received a refund yet:
- First, check your bank account again.
- Then, contact your credit card company, as it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and still have not received your refund, please contact us at [Insert Contact Email].
SECTION 6 - NON-RETURNABLE ITEMS The following items are non-returnable:
- Gift cards
- Custom-made or personalised items
- Items not in their original condition or that are damaged due to reasons not caused by our error
SECTION 7 - CHANGES TO THIS POLICY We reserve the right to modify this return policy at any time. Any changes will be posted on this page with the updated "Effective Date."
SECTION 8 - CONTACT INFORMATION For any questions regarding our return policy, please contact us at:
Email: selenellejw@gmail.com Business Address: Calle el Sol 2.