Refund policy

Return

Our return policy is valid for 30 days (nature days). The validity period is determined by the tracking number we provide to you when you sign for the item. We recommend that you inspect your package thoroughly upon receipt to ensure that it is the correct package. If you request a return within this period please contact us by email at support@serenazone.com and we will reply to you and process your return within 24 hours of receiving your email. However, if you request a free return or exchange after this time period, then we apologize that we cannot return or exchange your item.You must inquire within this time window to be eligible for a return or exchange.

Note:

  • It is not possible to return custom orders made in accordance with the client's specifications.
  • It is recommended that you do a thorough check after you receive the package to ensure that it is the correct one.
  • Once your application is accepted, we will provide you with a return address. Please return the item to the return address as soon as possible, and then forward the tracking number to us.
  • The items received were not used, damaged or in their original packaging. All returns shall be subject to checks. The refund will be processed as soon as it is confirmed that there is a problem with the product.
  • If your application is not approved or the goods are returned in an unacceptable state, we reserve the right not to process the refund.

There are 2 reasons for return problems:

  1. The customer has product quality problems or transportation damage after receiving the goods.

If there is such a problem, we will give you a 100% refund. Or interact with clients. Once we get the approval of our customers, we will send the new products for free.

Note: such substitutes or components shall be flown. Replacement products or components will be delivered in 9 to 14 nature days.

  1. After receiving the product, the customer feels inappropriate or dislikes it.

In this case, the customer must send the goods to our warehouse address at their own expense (we will provide the warehouse address within 24 hours of receiving your request) and we will deduct the cost of the goods from the refund. Besides, there are no other charges.

One example as a reference:

The customer spent $500 on a product. Upon receipt of the product. He/she changes his/her mind and wants it back. Customers return all items to their original boxes and return them to us at their own expense($100). Once we have verified that the product is in its original state. We will refund $400 (US $500 minus $100 shipping costs for initial delivery). If the product is returned due to quality problems, we will bear the freight.

Note:If the return is not on account of a manufacturer defect, customers are responsible to ship the product back to us at their own cost and our shipping cost will be deducted from the refund as well.

Our return process 

Make a return request

  • You must submit your return request to our Customer Service Department with a reason. Please provide your order number # and send an email to support@serenazone.com and our customer service department will accept and review your request within 24 hours.
  • If you are eligible for a refund, we will confirm the amount of your refund based on your reason for return and the products in your order, and will send you a mailing address.

Package

  • Please take photos of the inside and outside of the package as a record to send to support@serenazone.com to prove that the product is indeed in its original condition.
  • Please make sure the product is in its original, unused, undamaged, original packaging. Make sure all parts of all returned products are completely Make sure all parts of all returned products are completely sealed in their original packaging, including all original packing materials. If it is not in this condition, we are sorry to say that we will not accept refunds.

Shipping

  • You just need to find a local logistics company, you need to pay the return logistics cost first, after the logistics company provide you with the tracking number, please send the tracking number to the customer service immediately.
  • If it is because of the quality of the product, we will refund you the shipping cost after we receive the goods; if it is because you don't like it or think it doesn't fit, you need to send it to us at your own expense, and we will deduct the shipping cost that we have paid before, other than that, there is no other cost.

Verification

  • Once we receive the goods, we will refund the original payment method after inspection. Upon receipt of the return at our warehouse location, please allow 5 to 10 business days for our team to inspect and process the return.
  • If we receive damaged goods, we will not issue a refund, so it is advisable that the logistics provider you are looking for is insured to protect you from loss.

Refund 

In the case of returned items, we will inspect for damage and restock the item within 5 to 10 business days. After inspection, the package is in brand new condition and we will make a refund. Refund information will be notified to you via email or message. If the returned product is damaged or used, we apologize and we will not be able to issue a refund.

Refund Channel

We will merge your previous payment channels and refund you in the same way, please contact us in advance if you are no longer using your original card.

Refund arrival time

Refunds will take 7-10 days to arrive, depending on your credit card company's processing time. If you would like to receive your refund sooner, you can contact your local banking service.

Exchange

The exchange will be considered as a return and re-purchase. Custom products are not eligible for exchange.

Order Cancellation

We understand that you may want to cancel or modify your order for some reason, and we can assist you in canceling your order within 24 hours of its initiation. However, an order cannot be canceled if the goods have already been delivered to the logistics. You have the option to make a return request once the goods have arrived, please refer to the return process we have provided above.

Please Note:

  • Any purchase on Serenazone.com indicates that you have read, understood and agreed with our Return & Exchange Policy stated above. 
  • Serenazone.com reserves the right to make changes or improvements to this policy. Any changes will be updated on the forum or the relevant section of our help center.

Contact information

Address: 9761 TITAN PARK CIRLITTLETON CO 80125 US

Email: support@serenazone.com

Phone: +1 (747) 214 - 5640

Open Hours: Mon-Sun: 7 x 24

If you have any questions or suggestions regarding your order or our website, please feel free to contact us.

We will get back to you as soon as possible.

Address: 9761 TITAN PARK CIRLITTLETON CO 80125 US

Email: support@serenazone.com

Phone: +1(747)214-5640

Open Hours: Mon-Sun: 7 x 24