Refund policy

Refund & Return Policy

At Serenc, we want you to feel confident and satisfied with your purchase. If you are not completely satisfied with your order, we offer 30-day free returns and exchanges for eligible items.

30-Day Free Returns & Exchanges

You may request a return or exchange within 30 days of receiving your order.

To be eligible for a return or exchange, the item must be:

- Unused
- Unworn
- Undamaged
- In its original condition
- Returned with its original packaging when possible

For eligible returns and exchanges within 30 days, Serenc covers standard return shipping.

How to Start a Return or Exchange

To request a return or exchange, please contact us at:

mengweizhu8@gmail.com

Please include the following information:

- Your order number
- The email address used to place the order
- The reason for your return or exchange
- Photos if the item arrived damaged, defective, or incorrect

Once your request is approved, we will provide return instructions.

Refunds

After we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please note that it may take several business days for your bank, card issuer, or payment provider to process the refund.

Exchanges

If you would like to exchange your item, please contact us within 30 days of delivery. We will help you arrange an exchange for another eligible item.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with your order number and clear photos of the issue. We will help resolve the issue as quickly as possible.

Custom DIY Bracelets

Custom DIY bracelets are eligible for 30-day free returns and exchanges as long as they are unused, undamaged, and returned in their original condition.

Non-Returnable Items

We may not accept returns or exchanges for:

- Items that have been used, worn, altered, or damaged by the customer
- Items returned after 30 days from delivery
- Items not purchased directly from our official website
- Gift cards, if applicable

Contact

For return or refund questions, please contact us at:

mengweizhu8@gmail.com

Serenc is owned and operated by NOVORAY CROSS-BORDER TRADING CO., LIMITED.

Business Address:
RM D07, 8/F, KAI TAK FTY BUILDING,
NO. 99 KING FUK STREET,
SAN PO KONG, HONG KONG