Shipping & Returns
It is our dream for you to be completely satisfied with your purchases. If, for any reason, you are not happy with a product, we offer a returns policy to ensure your peace of mind
Please take note of the following guidelines:
Return Eligibility
Returns are accepted within 30 days from the date of purchase. Proof of purchase is required for all returns.
Initiate a Return
Contact our customer service team at shop@serano.co.za to initiate the return process. Clearly state your order number and the reason for the return.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a product defect or an error on our part.
Refund/Exchange Process
Once we receive your return and verify its eligibility, we will process a refund to your original payment method or initiate an exchange, as per your preference.
Damaged or Defective Products
If your product arrives damaged or defective, please contact us immediately. We will arrange for a replacement or refund, and cover any associated return shipping costs.
Cancellation Policy
We understand that circumstances may change, and you may need to cancel your order. Please follow these guidelines for order cancellations:
Cancellation Timeframe
Orders can be canceled within 24 hours of purchase. After this period, the order may have already been processed and shipped.
How to Cancel an Order
Contact our team at shop@serano.co.za to request an order cancellation. Provide your order number and relevant details.
Refund Process
If the cancellation is successful, a full refund will be issued to your original payment method or verified banking details.
Product Feedback
We value your feedback and are eager to hear about your experience with our creative product collection. Whether you have a suggestion for improvement or want to share your positive experience, we encourage you to provide feedback.
How to Submit Feedback
Visit our website and navigate to the "Contact Us" page to submit your feedback. Alternatively, you can email us at shop@serano.co.za
Feedback Types
Positive experiences: Share what you loved about our products to help us continue delivering excellence. Suggestions: Provide constructive feedback on areas where we can improve and better meet your expectations.
Appreciation
As a token of our gratitude, customers who provide feedback may receive exclusive discounts or promotional offers on future purchases.