Refund policy

(Returns & Exchanges)

Last updated: January 14, 2026

We want you to feel confident in your purchase. Please read this Refund Policy carefully before starting a return.

1) Return Window

We accept returns of eligible physical items within 7 days of delivery.

To start a return, contact us at Support@serenmuse.com with:

  • your order number,

  • the item(s) you want to return,

  • and (if applicable) photos of any damage/defects.

2) Eligibility (Physical Items)

Eligible items must be:

  • unused, unwashed, and in original condition,

  • in original packaging where applicable,

  • with all included components (e.g., inserts, accessories, wraps).

Not eligible for return (Final Sale)

Unless required by law, we do not accept returns for:

  • digital products/downloads once delivered or accessed,

  • gift cards,

  • final sale / clearance items (marked as such),

  • items damaged due to misuse, accidents, or normal wear and tear.

3) Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery. Include photos of:

  • the item,

  • the packaging,

  • the shipping label.

If approved, we will offer a replacement, store credit, or refund depending on availability and the situation.

4) Return Shipping Costs

  • Customer-initiated returns (change of mind): You are responsible for return shipping costs.

  • Our error (wrong item/defect confirmed): We will cover return shipping or provide a prepaid label, where applicable.

We are not responsible for lost return packages if a trackable method is not used.

5) Refund Method & Timing

Once your return is received and inspected, we will notify you of approval or rejection.

  • Approved refunds will be issued to the original payment method.

  • Please allow 5–10 business days after approval for the refund to be processed (your bank/payment provider may take additional time to post the refund).

6) Exchanges

If you want a different item, we recommend returning the original item (if eligible) and placing a new order, to ensure faster processing and inventory accuracy.

7) Return Instructions & Address

Do not send returns without approval. If your return is approved, we will provide the return address and return instructions by email.