Refund policy
Returns Policy for EU Customers Only
This return policy applies exclusively to customers within the European Union in accordance with the EU Consumer Rights Directive.
Right of Withdrawal (EU only)
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period will expire 14 days after the day you received the goods.
To be eligible for a return, the item must be unused, in the same condition in which you received it, with tags attached, and in the original packaging. You must also provide the receipt or proof of purchase.
To start a return, please contact us first at sys@serenitystudios.xyz.
You can also use this Withdrawal Form, or your own.
Please note That: If your return is accepted, You will be responsible for paying for your own shipping costs for returning your item.
We recommend using a trackable shipping service for any approved returns. We are not responsible for lost return packages.
You can always contact us for any return question at sys@serenitystudios.xyz.
Returns from Non-EU Countries (USA and Switzerland)
Customers from countries outside the European Union (including the United States and Switzerland) are not entitled to a statutory right of withdrawal or return under EU consumer protection law.
Therefore, we do not accept returns from the United States or Switzerland unless the item is faulty or damaged.
If you believe your item is defective, please contact us within 7 days of delivery at sys@serenitystudios.xyz. with your order number and clear photos of the issue.
Please note: (This doesn’t apply to faulty or damaged item, it only applies to those who refuse to accept the item because of additional custom costs.)
- All return shipping costs are the responsibility of the customer.
- We do not refund original shipping charges.
- Any customs duties, import taxes, or return-related fees incurred during the return process (including from your local post/customs office) must be covered by the customer, otherwise it will be deucted from your refund.
- Items must be returned in their original packaging and unused condition. Unauthorized returns will not be accepted.
We recommend using a trackable shipping service for any approved returns. We are not responsible for lost return packages.
Damages and issues
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). 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.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sys@serenitystudios.xyz.