Return & Refund Policy
Serena New York: Return & Refund Policy
Last Updated: [October 17, 2025]
We want you to love your purchase from Serena New York. If for any reason you are not completely satisfied, we are here to help. This policy outlines our return, refund, and cancellation procedures.
Our 30-Day Return Window
You have 30 days after receiving your item to request a return.
Return Conditions
To be eligible for a return, your item must be in the same condition that you received it:
- Unworn or unused
- With all original tags attached
- In its original packaging
We reserve the right to reject returns that do not meet these conditions.
Please note: Customers are responsible for all return shipping costs. Shipping fees are non-refundable.
How to Start Your Return
-
Request Authorization: To begin your return, please contact our support team at
[Your Support Email, e.g., support@serenanewyork.com]. - Provide Your Details: Include your Order Number (found in your confirmation email) and the reason for your return.
- Receive Instructions: If your return is accepted, we will send you the return shipping address and detailed instructions on how and where to send your package.
Important: We cannot accept items sent back to us without a prior return request. Unauthorized returns will not be processed.
Damages, Defects, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive an item that is damaged, defective, or incorrect, please contact us right away at [Your Support Email] with your order number and a photo of the issue. We will work quickly to evaluate the problem and make it right.
Refunds
Once we have received and inspected your return at our facility, we will notify you via email.
- Processing: If approved, your refund will be processed within 2-4 business days.
- Payment: The refund will be automatically credited to your original payment method.
- Timeline: Please allow an additional 3-5 business days for your bank or credit card company to post the refund to your account.
If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at [Your Support Email].
Exchanges
We do not offer direct exchanges.
The fastest and most efficient way to get the item you want is to:
- Request a return for your original item.
- Once your return is accepted, place a new order for the correct item or size.
Order Cancellations
You may request to cancel an order within 24 hours of purchase.
Due to our automated fulfillment system, orders are prepared for shipment shortly after they are placed. We cannot guarantee any modifications or cancellations after this 24-hour window.
If your order has already been processed, you will need to wait for it to arrive and then follow our standard return procedure.
Contact Us
If you have any questions about our Return & Refund Policy, please don't hesitate to get in touch.
Email: [serenanewyork@gmail.com]