Exchange and Return Policy

Effective Date: 5 December 2024
Last Updated: 5 December 2024

At serenewave.org, we are committed to ensuring your satisfaction with our products. However, we operate a customer-responsible return and exchange policy. Please review the following guidelines.

1. Eligibility for Returns and Exchanges

We accept returns and exchanges under the following conditions:

  • Items must be unused, unwashed, and in their original condition with tags and packaging intact.

  • Requests must be made within 14 days of receiving your order.

  • Customized or personalized items are non-returnable unless they arrive damaged or defective.

2. How to Initiate a Return or Exchange

To initiate a return or exchange:

  1. Email us at [Your Email Address] with your order number, details of the item, and the reason for the return or exchange.

  2. Wait for our confirmation and instructions on how to proceed..

3. Responsibility for Costs

  • Return Shipping: All return shipping costs are the responsibility of the customer.

  • Exchange Shipping: Customers are responsible for all shipping costs related to exchanges.

  • Original Shipping Fees: Original shipping fees are non-refundable.

4. Refund Policy

Refunds are processed as follows:

  • Refunds will be issued to your original payment method within 5-30 business days after we receive and inspect the item.

  • If the returned item shows signs of wear, damage, or missing parts (not due to our error), only partial refunds may be issued.

5. Items Not Eligible for Return or Exchange

  • Sale items or items marked as final sale.

  • Gift cards.

  • Customized or personalized items, unless they arrive damaged or defective.

6. Damaged or Defective Items

If your item arrives damaged or defective:

  1. Contact us within 7 days of receiving your order.

  2. Provide photos of the damaged item and packaging.

  3. We will review your case and provide options for replacement or refund. Shipping costs for returns of damaged or defective items remain the customer’s responsibility.

7. Contact Us

For any questions or concerns regarding our Exchange and Return Policy, please reach out to us at:
Email: SereneWave@proton.me