Refund and Return Policy


We want you to love your purchase! If you're not completely satisfied, we offer refunds, replacements, and returns within 30 days of delivery.

Two Types of Policies

1. Refunds and Replacements for Defective or Incorrect Items

If you receive a damaged, defective, or incorrect product, we'll provide a refund or send you a replacement at no cost to you.

Eligible for refund or replacement:

  • Damaged or defective products
  • Wrong item shipped
  • Wrong color or size sent (that you didn't order)
  • Missing items from your order
  • Order never arrived or significantly delayed

2. Customer-Paid Returns for Change of Mind

We understand that sometimes things don't work out. You can return unworn, unused items in original condition within 30 days of delivery by paying return shipping to our Canadian address.

Eligible for customer-paid return:

  • Changed your mind
  • Ordered wrong size or color
  • No longer needed
  • Item doesn't fit as expected

Return shipping: You are responsible for return shipping costs to our Canadian return address. We recommend using a tracked shipping method.

How to Request a Refund or Replacement

For Defective or Incorrect Items

Please contact us within 30 days of delivery with:

  • Your order number
  • Clear photos or videos showing the defect, damage, or incorrect item
  • Brief description of the issue

We'll review your request and provide a solution - typically a full refund or replacement - without requiring you to ship the item back in most cases.

For Change of Mind Returns

Please contact us within 30 days of delivery with:

  • Your order number
  • Reason for return
  • Photos of the item (to confirm condition)

We'll provide you with our Canadian return address and instructions. Once we receive and inspect the returned item, we'll process your refund within 5-7 business days.

Return Conditions

For all returns, items must be:

  • Unworn, unused, and in original condition
  • In original packaging with all tags attached
  • Returned within 30 days of delivery

We cannot accept returns for:

  • Items marked as final sale or clearance
  • Customized or personalized products
  • Items damaged due to misuse or wear
  • Items without proof of purchase
  • Returns initiated after 30 days from delivery

Refund and Replacement Details

Defective or Incorrect Items

  • Badly damaged or completely wrong items: Full refund or replacement
  • Partially damaged items: Partial refund or replacement (minor issues like loose threads or slight wrinkles may not qualify)
  • Missing parts affecting function: Replacement of entire product
  • Missing parts not affecting function: Partial refund or replacement part

Change of Mind Returns

  • Full refund of product price (minus original shipping if applicable)
  • Return shipping costs are not refundable
  • Refunds processed within 5-7 business days of receiving returned item
  • Refunds issued to original payment method

Non-Delivery Issues

Order not received: If tracking shows your order was delivered but you didn't receive it, please contact us immediately. You may need to provide a non-delivery certification from your local post office.

Delivery exceptions: If tracking shows an alert (incorrect address, refused delivery, unclaimed package, customs issues, etc.), please contact us within 7 days. We'll work with you to resolve the issue, though some situations may not qualify for refunds.

Important: Packages returned to sender due to incorrect addresses, refusal, or failure to pick up may not be eligible for refunds. 

Order Cancellations

You can cancel your order for a full refund before it's been processed and shipped. Once an order is in production or has shipped, our standard return policy applies.

Cannot be cancelled after payment:

  • Customized or personalized orders
  • Pre-order items reserved specifically for you
  • Orders with special photo or video services

Exchanges

We're happy to exchange items for a different size or color, subject to availability. Please contact us to arrange an exchange. For defective items, exchanges are provided at no cost. For change-of-mind exchanges, you'll need to cover return shipping to our Canadian address. We cannot be responsible for items lost during the return transit.

Processing Time

We aim to respond to all refund and return requests within 1-2 business days. Refunds are typically processed within 5-7 business days after we receive and inspect returned items (for customer-paid returns) or approve your claim (for defective items).

Questions?

If you have any questions about refunds, replacements, or returns, please contact us at info@serenity-estore.com with your order number and we'll be happy to help!