Refund policy

Refund & Return Policy

At SERAF, we want you to feel confident about your purchase. If something isn't right, we're here to help.

Returns

You may request a return within 14 days of receiving your order, subject to the conditions outlined below.

To be eligible for a return, items must be returned in a condition suitable for resale. Please make sure the item is:

unworn and unused;
unwashed and free from damage, stains, odors, or signs of excessive wear;
returned with any original packaging, labels, or tags where applicable.

Items returned in a condition that does not meet these requirements may not be eligible for a full refund.

How to Request a Return

You can request a return through your SERAF Customer Account or by contacting us at:
support@serafshop.com

Please include your order number and the reason for your return so we can assist you as quickly as possible.

Please do not send any items back without receiving return instructions from us first.

Return Shipping Costs

Unless the item is faulty, damaged, incorrect, or affected by an error on our part, customers are responsible for the cost of return shipping.
Original shipping costs are non-refundable.

If we made a mistake with your order or the item arrived damaged or defective, we will work with you to provide an appropriate solution at no additional cost to you.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after receiving it.

Where possible, please include:

your order number;
a description of the issue;
clear photos of the item and any visible damage.

Once we review the issue, we will provide an appropriate solution, which may include a replacement, refund, or another suitable resolution.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome of your return request.

If your return is approved, your refund will be issued to your original method of payment.

Please note that processing times may vary depending on your payment provider or bank.

Where applicable consumer protection laws provide additional rights, those rights will not be affected by this policy.

Exchanges

Because each SERAF piece is created individually after an order is placed, we generally do not offer direct exchanges.

If you need a different size, we recommend requesting a return in accordance with this policy and placing a new order for the preferred size.

If we sent you an incorrect item or size due to an error on our part, we will of course work with you to resolve the issue.

Incorrect Addresses & Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an order cannot be delivered because an incorrect or incomplete address was provided by the customer, or because the package was refused or left unclaimed, additional shipping charges may apply if the order needs to be reshipped.

If a package is returned to us or our fulfillment partner, please contact us so we can review the available options.