Returns & Refund Policy

Sometimes, we know that our products don’t quite meet your expectations, and we sincerely apologize for this. If you experience this, please contact support@sereninest.com as soon as possible. Claims for damaged or missing items must be reported immediately within 48 hours from when it was delivered. We will then arrange after-sales service as quickly as possible.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. 

If a package or item delivered to you arrives damaged, please do not sign for it and contact us (support@sereninest.com). We are not responsible for items lost, or content damaged after signed for.

Important: to be eligible for returns, the item(s) must be in their original condition when received, including all product documentation, and shipped within three days after the return request is accepted.

To exchange a product quickly, we recommend applying for a refund and placing a new order. Please allow approximately one week for your refund to be processed after we receive your return. 

You can always contact us for any return questions at support@sereninest.com.

Important Notice: engraved items, customized items, sale items or gift cards are not refundable.

To claim a return or exchange, please first email us (support@sereninest.com) to file a claim. Please include your order number, name, address, and phone number (including area code) with the name of the item and a description of the problem.

We will evaluate the claim at our discretion within 3-5 business days after receiving your email. If the application meets our manufacturing defects, we will begin to process the claim. SereniNest owns a Return Merchandise Authorization, so you will only pay for return shipping and insurance fees. 

Once the product are received, we will refund your fees or replace your product at our discretion. Please note that items sent back to us without a return or refund claim ahead will not be accepted.

We also recommend that you securely package your items in original packing materials. We are not responsible for lost or stolen articles.

Credit card purchases will be refunded to the credit card or account used on the original purchase. Please allow up to 1 week from the date that SereniNest has received your return for your account to be credited.

You may wish to contact your credit card company on posting guidelines as they can vary.

For bank wire purchases under US$1000, please allow 3-4 weeks. Bank wire refunds are posted to the account from which they originated.

Shipping charges, including special handling and any other related costs, are non-refundable.

Please do not use a collect on delivery service.

If you receive any portion of your order damaged, please contact us before returning the items. SereniNest will not reimburse you for any unauthorized shipping expenses incurred.

Please retain all shipping materials for the courier pick up and inspection.

If we request that you return the merchandise to us, we may reimburse you for full or partial return shipping expenses at our discretion.

We will not reimburse you for overnight, express, or other specialized services.

If you would like to change or cancel an order, please contact us as soon as possible. We will attempt to accommodate order changes to the extent possible before shipping confirmation. Some changes may result in a shipping delay.

We cannot accommodate changes or cancellations on special order requests and orders that have already shipped. 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.