Refund policy

Refunds

We do not accept all returns or exchanges due to hygiene reasons at this moment.

To be eligible for a return, your item(s) must be in the same condition that you received it, unused and in its original packaging. 

We have a 14-day return policy, which means you have 14 days after confirmed delivery for a refund in the original form of payment. Unfortunately, we cannot refund the cost of shipping and a $4.00 shipping label fee will be deducted from the total refund.

We will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

To initiate a return please contact seranova.contact@gmail.com or submit a contact form.

You will be notified once we have received your return. Upon approval, you will be automatically refunded on your original payment method within 10 business days. Please note that your bank and credit card company may take additional time to process and post the refund as well.

Damages and issues

Please inspect your order upon reception and notify us within 3 days if the item(s) is defective, damaged or if you received the wrong item. Returns due to errors on our end will receive a full refund. Please report any issues at seranova.contact@gmail.com or submit a contact form.

Shipping Policy

Order delivery time depends on which method of shipping you have selected at checkout. Please allow 2-4 business days to process your order before shipment.

All orders are shipped via USPS at this moment.

We are not responsible for lost or stolen packages that has been shipped to the correct address that you provided on your order, or any shipping address that you confirmed.

We are not responsible for unclaimed packages. If you have failed to collect your order within the 15 days that the post office holds on to mail, your order will be returned to sender. For assistance on this matter, please contact seranova.contact@gmail.com or submit a contact form.

We are not responsible for refused packages. Packages that are refused upon delivery are disposed of at the post office by post office staff, and do not get returned back to us. 

Cancellation

Order cancellation requests must be submitted within 2 hours after order placement to receive a full refund. 

Orders that have been shipped can not be canceled.

To cancel your order, please contact seranova.contact@gmail.com or submit a contact form as soon as possible.