Refund policy

At Seraneva, customer satisfaction is our top priority. However, we have established a firm refund policy to ensure clarity and fairness for all parties involved. Please read this policy carefully before making a purchase.

1. General Policy

  • No Refunds: Due to the nature of our products/services, we do not offer refunds once the purchase has been completed.
  • Exceptions: Refunds will only be considered under the following conditions:
    • Defective or damaged products upon arrival.
    • Errors in processing your order (e.g., wrong item shipped).

2. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • The product must be unused and in the same condition that you received it.
  • The request for a refund must be made within 7 days of receiving the product.
  • Proof of purchase must be provided.

3. Non-Refundable Items 

Certain items are non-refundable:

  • Gift cards.
  • Downloadable software products.
  • Custom-made or personalized items.

4. Process for Requesting a Refund

  • Step 1: Contact our customer service team at support@seraneva.com to initiate a refund request. Please include your order number, details of the product, and the reason for the refund.
  • Step 2: Our team will review your request and respond within 7 business days.
  • Step 3: If your request is approved, we will provide instructions on how to return the product (if applicable). Returns must be sent back within 7 days of receiving our instructions.
  • Please do not send your purchase back to the manufacturer.

5. Return Shipping

  • Customers are responsible for paying the shipping costs for returning the item.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

6. Refund Processing

  • Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.

7. Late or Missing Refunds

  • If you haven’t received a refund within 14 days of approval, first check your bank account again.
  • Then contact your credit card company; it may take some time before your refund is officially posted.
  • If you’ve done all of this and still have not received your refund, please contact us at support@seraneva.com.

8. Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us at support@seraneva.com.

9. Contact Information

For any questions related to our refund policy, please visit our contact us page.