1. Return Eligibility

We may accept eligible return requests for items that meet the conditions described in this policy.

To be eligible for a return, the item should generally be:

• Unused or only inspected as reasonably necessary
• In its original condition
• Complete with original accessories, parts, and packaging where applicable
• Accompanied by proof of purchase or order information

Return eligibility may vary depending on the product type, condition, reason for return, and applicable consumer protection law.

2. How to Request a Return

Before sending an item back, please contact our customer service team at service@serenlo.com.

Please include:

• Your order number
• The product you would like to return
• The reason for the return
• Relevant photos where applicable

Please do not send products back without first contacting us, as unauthorized returns may delay processing.

3. Non-Returnable Items

Certain products may not be eligible for return depending on their nature, condition, hygiene considerations, customization, or applicable law.

Examples may include:

• Items that have been used, damaged, altered, or modified after delivery
• Items missing original components or packaging
• Personalized or custom-made products
• Products that cannot be returned for hygiene or safety reasons once opened
• Gift cards, where applicable
• Items marked as final sale, where permitted by applicable law

If you are unsure whether an item is returnable, please contact us before initiating the return.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

To help us review the issue, please provide:

• Your order number
• A clear description of the issue
• Photos or videos showing the condition of the product
• Photos of the packaging where relevant

After reviewing the information provided, we will advise you of the appropriate next steps, which may include a replacement, refund, or another reasonable solution.

5. Return Shipping

Responsibility for return shipping costs may depend on the reason for the return.

Where the return is due to a damaged, defective, or incorrect item, we will review the circumstances and provide appropriate instructions.

For returns requested for reasons such as change of mind, preference, or ordering the wrong item, return shipping costs may be the customer's responsibility unless otherwise stated or required by applicable law.

Please retain any return tracking information until your return has been successfully received and processed.

6. Return Address

Please do not return products directly to the company address listed on our website unless our customer service team specifically instructs you to do so.

The appropriate return address may vary depending on the product, warehouse location, and destination.

Our customer service team will provide the applicable return instructions after your return request has been reviewed.

7. Return Inspection

Returned products may be inspected after they are received.

We may review the item's condition, packaging, accessories, and the reason for return before approving a refund.

If a returned item does not meet the applicable return conditions, the refund may be reduced or declined where permitted by applicable law.

8. Refunds

Once an eligible return has been received and approved, we will process the applicable refund.

Refunds are generally issued to the original payment method used for the purchase, unless another method is required or agreed upon.

Please note that the time required for a refund to appear in your account may depend on your bank, card issuer, payment provider, or financial institution.

9. Original Shipping Fees

Original shipping charges may not always be refundable.

Whether shipping charges are refunded may depend on the reason for the return, the shipping method selected, and applicable law.

10. Partial Refunds

In certain cases, only a partial refund may be available where permitted by applicable law.

This may apply to products that are returned with signs of use, missing parts, damaged packaging, or other conditions not caused by SERENLO™ or the shipping carrier.

11. Exchanges

Exchange availability may depend on product stock, item type, and the circumstances of the request.

If you would like to request an exchange, please contact our customer service team. We will let you know whether an exchange is available or whether a return and new purchase would be required.

12. Order Cancellations

If you would like to cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to assist you, but cancellation cannot be guaranteed once the order has entered processing, fulfillment, or shipment.

If the order has already shipped, the applicable return procedure may need to be followed after delivery.

13. Refused or Unclaimed Deliveries

If a shipment is refused, unclaimed, or returned due to incomplete or incorrect delivery information, additional shipping or handling costs may apply where permitted.

Any refund available in such circumstances will be reviewed based on the actual shipping and return costs and applicable law.

14. Packages Marked as Delivered

If a carrier marks your package as delivered but you cannot locate it, please first check the delivery area, household members, neighbors, building reception, and the carrier's tracking information.

If the package still cannot be located, please contact us so that we can help review the shipment details.

15. Payment Disputes and Chargebacks

If you have a concern about an order, refund, or payment, we encourage you to contact our customer service team first so that we can attempt to resolve the issue directly.

We reserve the right to provide relevant order, shipping, tracking, communication, and transaction records to payment providers or financial institutions when responding to payment disputes.

16. Consumer Rights

Nothing in this policy is intended to limit any mandatory rights you may have under applicable consumer protection law.

If local law provides rights that are more favorable than the terms described in this policy, those mandatory legal rights will apply where required.

17. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business practices, fulfillment arrangements, customer service procedures, or legal requirements.

Any revised policy will be posted on this page with an updated "Last Updated" date.

18. Contact Us

If you have questions about a return, refund, exchange, damaged product, or order cancellation, please contact our customer service team.