Refund & Returns Policy
At Sereniva, we want you to feel confident with every purchase. If something isn’t right with your order, we are here to help.
Returns
Due to the nature of our products and for hygiene and safety reasons, we do not accept returns of opened or used items.
If your item arrives damaged, defective, or incorrect, please contact our support team within 7 days of receiving your order and we will gladly assist you with a replacement or refund.
To start a return request, please email us at:
Please include:
- Your order number
- A photo of the item received
- A brief description of the issue
Our team will review your request and respond within 1–2 business days.
Refunds
Refunds may be issued in the following situations:
- The product arrives damaged or defective
- You receive the wrong item
- Your order is lost in transit
If your refund request is approved, the refund will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or payment provider.
Order Changes & Cancellations
Because orders are processed quickly, we can only modify or cancel orders within 12 hours of purchase.
If you need to change or cancel your order, please contact us as soon as possible at:
Once an order has been processed or shipped, it can no longer be canceled.
Shipping Issues
Sereniva is not responsible for delays caused by:
- Shipping carriers
- Customs processing
- Incorrect shipping information entered at checkout
Please ensure your shipping address is correct before completing your order.
Lost Packages
If your package appears to be lost in transit, please contact us and we will work with the shipping carrier to resolve the issue.
If the carrier confirms the package is lost, we will send a replacement or issue a refund.