Refund policy

Return & Refund Policy

SERENA OUTLET

Contact Details
Email: ANASTASIJAKRUTAJEVA@proton.me
Address: L. CIBATU RAYA NO. 785, KABUPATEN BANDUNG

At SERENA OUTLET, we are committed to ensuring customer satisfaction. If for any reason you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Eligibility for Returns

You may return items within 14 days of receiving your order, provided that:

  • The item is unused, unworn, unwashed, and in its original condition

  • All original tags, packaging, and accessories are intact

  • The item was not purchased during a final sale or clearance (unless defective)

For hygiene reasons, certain items such as underwear, bodysuits, or earrings may not be eligible for return unless faulty.

2. How to Request a Return

To initiate a return, please contact our customer support team at ANASTASIJAKRUTAJEVA@proton.me within 14 days of delivery.

Please include:

  • Your order number

  • The item(s) you wish to return

  • The reason for the return

Our team will provide you with return instructions.

3. Return Shipping

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

We recommend using a tracked shipping service, as SERENA OUTLET is not responsible for lost or damaged return shipments.

4. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds will be processed to the original payment method

  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider

Original shipping fees are non-refundable unless the return is due to an error on our part.

5. Exchanges

We do not offer direct exchanges. If you wish to receive a different item, please return the original product for a refund and place a new order.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery at ANASTASIJAKRUTAJEVA@proton.me with photos of the issue.
We will arrange a replacement or refund at no additional cost.

7. Delivery Methods

SERENA OUTLET offers the following delivery options:

  • Standard Delivery (5–6 business days) – Free

  • Express Delivery (1–2 business days) – £4.99

  • Pick-Up Point Delivery (3–5 business days) – £2.99

Delivery times are estimates and may vary due to external factors.

8. Contact Information

For any questions regarding returns, refunds, or orders, please contact us: