1. Return Conditions
Customers may submit a return request within 40 days of receiving their order.
Returned items must be in the same condition as received, unused, and complete with all accessories, components, and original packaging.
- To ensure proper inspection of returned items, direct exchanges are not offered.
Important conditions:
- Return requests must be submitted by email and include the order number and a brief explanation of the reason for return.
- Returns sent without prior authorization will not be accepted.
- Items must be securely packaged to prevent damage during transit.
- A prepaid return shipping label is included inside the package, allowing customers to initiate a return immediately upon receiving the order.
2. Order Cancellation
The following conditions apply:
- Customers may request order cancellation within 36 hours of order confirmation, provided that processing has not yet begun.
- Cancellations are only permitted if the order has not entered the shipping stage.
If a cancellation request is approved within the allowed time frame, a full refund will be issued.
- Cancellation requests submitted after 36 hours or for orders that have already been shipped cannot be accepted.
In such cases, customers may receive the package and then proceed with a return according to the applicable return conditions.
Special situations:
- If an item is delivered damaged or incorrect, an appropriate refund will be issued.
- Customized orders cannot be canceled once preparation has begun.
3. Refund Procedure
To initiate a return or refund, customers must contact customer service through our website and provide the order number along with relevant information.
Photographs of the item may be requested if necessary.
Procedure:
- After approval, customers will receive return instructions.
- Once the returned item is received and inspected, refunds will be processed within 2–5 business days using the original payment method.
- A confirmation email will be sent once the refund has been completed.
4. Return Costs and Responsibility
Returned items must be sent to the address provided at the time of return authorization.
Cost handling:
- If the return is due to an error or verified damage, all return-related costs will be covered by us.
- For returns based on personal reasons, return shipping costs may be the responsibility of the customer.
- If necessary, a reasonable amount may be deducted to cover administrative handling costs.
Returns will be refused if items show signs of use, damage, or do not meet the return conditions.
5. Refund Timing
After the return process is completed, the time required for the refund to appear depends on the customer’s bank or payment provider.
Delays caused by financial institutions are beyond our control.
6. Contact Information
Email: orderstatus@sereneix.com
Phone: +65 (848) 73638
Address: 80 KIM SENG ROAD #30-01, SINGAPORE 239426, SINGAPORE
Customer Service Hours: Monday to Friday, 9:30 AM – 4:30 PM (Business Days)
Delivery Area: United States
