Return & Refund Policy

Returns & Refunds

We offer a 30-day return window, meaning you have 30 days from the date you receive your order to request a return.

Eligibility

To be eligible for a return, items must be:

• Unworn / unused and not installed

• Unwashed and unaltered (no cutting, dyeing/bleaching, or heat styling)

• In original packaging, with any tags/accessories included

• With proof of purchase (order confirmation)

Start a return (authorization required)

To start a return, email admserena@welcomeserena.com with your order number and the item(s) you’d like to return.

If your return is approved, we’ll reply with return instructions and the return address.
Items sent back without approval may not be accepted.

Return shipping

Return shipping costs are the customer’s responsibility, except when the item arrives damaged/defective or you receive the wrong item.

Damages & wrong items

Please inspect your order upon delivery and contact us within 72 hours if your item is damaged, defective, or incorrect.

Non-returnable items

We do not accept returns for:

• Items that have been worn/installed, washed, or altered

• Custom/personalized items (including custom logos)

• Gift cards

Refunds

Once your return is received and inspected, we’ll notify you of the approval status. If approved, refunds are issued to your original payment method within 10 business days (banks may take additional time).

If more than 15 business days have passed since approval, contact admserena@welcomeserena.com