Return & Refund

RETURN & REFUND

By placing an order from our website, you are agreeing to the following terms.
Return Policy.
The Company does not accept returns or refunds on any products once the product is delivered to the carrier.
If a product or service offered on the Company Sites is not as described, you may return the item, as specified in Terms of Purchase.

To request for a replacement, buyers are requested to provide photographic/video evidence of the product's deviation from the Terms of Purchase To serene.watch@serene-il.com
Requests for a replacement must be sent within 48 hours of receiving the item.
If the case is deemed valid, we will cover the related cost to deliver a replacement!
*Please also include your invoice number/order number for us to match up your order in the system
** Please enclose in the return package, your order info and state clearly if you would like a replacement or refund.
The following information is needed as evidence for us to process your request.

If this information is not provided without prior agreement, the return will not be processed:
  1. Order number
  2. Your email address you used to order
  3. Return shipment tracking number
  4. Reasons for return
Please send the information to us via email at serene.watch@serene-il.com

You should also enclose it in your returned package for us to match your order. Without the evidence, your package maybe recognized as unidentified mail.

Returns (if applicable)

Once your return is received and inspected. We will notify you of the approval or rejection of your return.
If your item is deemed damaged, we will send out an identical replacement item within 7 days.
Order Cancellation Refund- Customers are entitled to a refund if they contact us within 24 hours of making their purchase, and their order hasn't yet been dispatched.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 
Alternatively, the credit can be applied via form of an electronic gift card of equivalent value.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, these are the steps you can take to check it out: Please check your bank balance again, transactions may have been delayed.
Contact your credit card company, it may take some time before your refund is officially posted, as it may take up to 3-5 business days for them to process the credit.
Next contact your bank. There is often some processing time before a refund is posted.
Please contact us at serene.watch@serene-il.com should you have further questions.
Exchanges (if applicable) If you need to exchange it for the same item, send us an email at
serene.watch@serene-il.com

Shipping

To return your product, please send us an email at serene.watch@serene-il.com we will be happy to guide you through the return process!
Please be reminded that you will be responsible for return shipping label, which is non refundable.

Please take note that items returned without a traceable shipping method will not be processed, since we cannot guarantee that we will receive your returned items.
Customers from Israel please note: all orders cancellations are bind to Israeli law of consumer protection(canceling an order) 1981 and 2010.


Returns

Our returns window is set to 30 days. Refunds will appear back to the original payment
within 7 business days depending on your bank's clearance times.
Contact us at serene.watch@serene-il.com to initiate a return or exchange.

Returns Information

  • Items can be returned within 30 days of delivery for exchange, gift card or refund. This includes sale items.
  • Items must be received in original condition - unworn, unwashed, with all tags still attached.
  • For hygienic reasons, we do not accept returns for cosmetics, earrings, undergarments, and beauty tools (including makeup brushes, sponges, and hair tools).
  • All swimwear returns must have their hygiene seal intact.
  • We process all returns within 6 business days of receiving your items. We will send you an email with the details of your processed return.
  • Please email xxx@gmail.com if you believe your product is damaged or faulty. We will treat this with the highest of priority.
  • If you have paid original postage to receive your order and a return is made then this is non-refundable.
  • If you have not received your return label, please wait 24 hours before reaching out to our Customer Experience team.

Free Exchanges

  • If you would like to make an exchange, please complete the request when booking the return.
  • Due to the popularity of our range, we cannot guarantee that we will have the requested size in stock to exchange. We cannot set items aside for exchanges.
  • Any exchanges requested that we do not have in stock will automatically be issued as a refund.
  • Exchanges are processed for the discounted amount paid for each item and we cannot honor a new discount code for exchange requests of different items.

Refunds

  • Refunds are now offered on all orders. Simply opt for the refund when booking your return.
  • We'll deduct $5.95 from the refund for use of our return shipping label. 
  • Depending on your payment method, funds may take up to 7 business days to post to your account.
  • All refunds will be processed back to the original payment method used to place the order.