Refund policy
Last updated: August 14, 2026
We want you to love your Seranua products. If something isn't right, here's how our returns and refunds work. This policy should be read together with our Terms of Service. If you have any questions, contact us at support@seranua.com.
Return Window
You may return your order within 30 days of delivery for a refund.
Return Address
To ensure your return is sent to the correct location, please contact us before sending anything back.
Once your return request is approved, we will provide the appropriate return shipping address and instructions.
Please do not send returns to our business address unless specifically instructed to do so.
Return Conditions
Items must be unused, in their original condition, with all applicable tags attached and, where reasonably possible, in the original packaging.
Proof of purchase, such as your order number or confirmation email, is required.
For hygiene reasons, we cannot accept products that have been washed or used unless they are defective, damaged, or incorrect.
How to Start a Return
Email us at support@seranua.com with your order number and the reason for your return. If your item arrived damaged, defective, or incorrect, please include clear photos when possible.
Once your return request is reviewed and approved, we will provide return authorization, the applicable return address, and shipping instructions.
Please wait for these instructions before sending your item back. Unauthorized returns may not be accepted or may delay your refund.
When returning an item, use a tracked shipping service and keep your tracking information until your return and refund have been completed.
Return Shipping Costs
Change of mind or no longer needed: Return shipping costs are the responsibility of the customer.
Defective, damaged on arrival, or incorrect items: We will cover the applicable return shipping costs. Depending on the circumstances, we may provide a prepaid return label or reimburse reasonable return shipping costs.
For eligible defective, damaged, or incorrect items, you may choose between a replacement or a full refund, subject to product availability.
Refunds
Once we receive and inspect your return, we will notify you of the approval status within 10 business days.
Approved refunds will be issued to your original payment method within 10 business days of approval.
Your bank, credit card issuer, or payment provider may require additional processing time before the refund appears in your account.
If you have not received your refund within 10 business days after receiving our refund confirmation, please contact your bank or payment provider first. If you still need assistance, contact us at support@seranua.com.
Exchanges
We offer exchanges for defective or incorrect items at no additional shipping cost.
If a replacement item has the same issue, we will provide a full refund.
If you would like a different size or color, please return the original item in accordance with this policy and place a new order for your preferred size or color.
Order Cancellations
Need to cancel or change an order? Contact us at support@seranua.com as soon as possible.
We will make reasonable efforts to cancel or modify an order that has not yet been processed for shipment.
Once an order has entered processing or has shipped, we may no longer be able to cancel or modify it. After delivery, you may request a return in accordance with this policy.
Your Consumer Rights
Nothing in this Return & Refund Policy limits any rights or remedies that cannot be waived under applicable United States federal or state law.
Questions?
If you have any questions about a return, refund, exchange, or cancellation, contact us at:
Email: support@seranua.com
Store Name: Seranua
Company Name: Seranua LLC
Business Address: 728 Maple Ridge Drive, Naperville, IL 60540, United States
Customer Support Hours: Monday to Friday, 9:00 AM to 9:00 PM