Return & Refund Policy – Serengel

At Serengel, we take pride in offering luxury gifts that are thoughtfully curated and elegantly presented. However, we understand that sometimes a return or exchange may be necessary. Our goal is to make the return process as smooth and stress-free as possible.
1. Return Eligibility
To ensure the best experience for our customers, we accept returns under the following conditions:
Items must be unused, undamaged, and in their original packaging with all tags and accessories included.
Returns must be requested within [X] days of receiving your order.
Personalized or custom-made items cannot be returned unless they arrive damaged or defective.
Gift cards and digital products are non-refundable.
If your item meets these criteria, you may proceed with the return process.
2. How to Initiate a Return
Returning a product is simple. Follow these steps to start your return:
Submit a Return Request – Contact our customer support team at [Insert Email] or visit [Insert Return Portal Link] with your order number and reason for return.
Receive Return Authorization – Once approved, you’ll receive a return shipping label and instructions.
Pack and Ship – Securely package your item and send it back using the provided return label.
Refund or Exchange – Once we receive and inspect the returned item, we will process your refund or send out your exchange.
3. Refund Process
Refunds are processed within [X] business days after the returned item has been inspected.
Refunds will be issued to the original payment method used for the purchase.
Shipping fees are non-refundable, except in cases of damaged or defective products.
If you received a gift, refunds will be issued as a store credit instead of returning funds to the original purchaser.
4. Exchanges & Replacements
If you received a damaged, defective, or incorrect item, please contact us within [X] days of delivery, and we will arrange for a replacement at no additional cost.
Exchanges are available for the same item or an item of equal value, subject to availability.
5. Non-Returnable Items
For hygiene and customization reasons, the following items are not eligible for return:
Personalized and engraved products
Opened or used candles, perfumes, or beauty products
Digital gift cards
6. Late or Missing Refunds
If you haven’t received your refund within the expected timeframe, please:
Check your bank or credit card statement again.
Contact your bank, as processing times can vary.
If you’ve done all of the above and still haven’t received your refund, please email us at [Insert Contact Email] for assistance.
7. International Returns
International customers are responsible for return shipping costs unless the item is defective or incorrect.
Duties and taxes paid for international orders are non-refundable.
8. Need Assistance?
Our team is here to help! If you have any questions about our return policy or need further assistance, please reach out:
Email: [info@serengel.com]
Phone: [+61 426 763 154]
Live Chat: Available during business hours on []
We want you to shop with confidence, knowing that we stand behind the quality of our luxury gifts. Thank you for choosing Serengel.