Company Details & Store Operator
Return & Refund Policy
Need to return a photography accessory or resolve an issue with your order? Here's how return requests, item assessments, shipping costs, refunds, exchanges, and cancellations are handled at serenoviq™.
Three Steps to Get Started
Submit your request first and wait for approval before sending merchandise back.
Submit Your Request
Email Customer Care within 30 calendar days after confirmed delivery with your order details and reason for return. Wait for the eligibility review, approval, and return instructions.
Return & Inspection
Follow the approved shipping instructions and use the designated return address. Inspection is normally completed within 5 business days after the return reaches the designated facility.
Refund Processing
Refunds approved following inspection are issued to the original payment method within 1–3 business days after approval. Payment-provider posting time may be additional.
Policy Details & Your Options
Review the conditions below before requesting a return, replacement, refund, exchange, or order cancellation.
Our 30-Day Return Request Window
To request a return under our standard return policy, email service@serenoviq.com within 30 calendar days after confirmed delivery. Include your order number, the item you wish to return, and the reason for your request. Return eligibility remains subject to the applicable conditions described in this policy.
The 30-day period is the deadline for submitting your return request. It is not a deadline for the merchandise to be shipped back or to arrive at our return facility. A request submitted within this period will not become late solely because Customer Care reviews it, provides return instructions, or the approved return travels to the designated facility after the 30-day period has ended.
Customer Care will review your request and, if approved, provide the designated return warehouse address and shipping instructions. Any applicable dispatch deadline will be clearly stated in those instructions. If you need assistance meeting that deadline, contact Customer Care before it expires.
Please wait for authorization before sending merchandise. Returns sent without prior authorization, or mailed to an address that Customer Care has not provided, may not be accepted, subject to applicable consumer rights.
Request first, return after approval. Submit your request within 30 calendar days after confirmed delivery, then follow the approved return instructions. The inspection and refund timeframes are explained in Section 07. Nothing in this request window limits rights or remedies that cannot lawfully be excluded or restricted.
Requirements for Preference-Based Returns
If you are returning an item because of a change of mind, an incorrect personal selection, or another reason unrelated to a product or fulfillment issue, the item should generally be unused, unaltered, and in its original condition.
Where applicable, please include:
- The original product and its packaging.
- Accessories and other components supplied with the item.
- Manuals, inserts, and included documentation.
- Your proof of purchase or the relevant order number.
Different requirements or remedies may apply when an item arrives damaged, defective, incorrect, incomplete, or materially different from its description.
How to Submit a Return Request
Submit your request within the 30-day request window described in Section 01. Email service@serenoviq.com and include the following information so our team can review your request:
- Your order number.
- The item you would like to return.
- The reason for the return.
- Relevant photographs or videos, where necessary.
About the return address
Do not automatically send merchandise to the business registration address shown at the beginning of this page. That address is provided for business transparency and correspondence; it is not necessarily the return warehouse.
After your return is approved, Customer Care will provide the designated return warehouse address and instructions for sending the item back. Follow those instructions, including any stated dispatch deadline.
Your request date matters. Submitting your request within the 30-day window preserves its timeliness while it is reviewed. You do not need to send an unapproved return merely to have it arrive before that window ends.
Items That May Not Qualify for Preference-Based Returns
Certain products may be excluded from preference-based returns because of personalization, product integrity, health, hygiene, or safety considerations. Where applicable, exclusions may include:
- Customized or personalized products.
- Opened products that are sensitive to hygiene requirements.
- Gift cards.
- Items clearly marked as final sale.
- Products identified as non-returnable before purchase.
These exclusions do not remove or restrict consumer rights, remedies, or protections that cannot lawfully be excluded under applicable law.
Damaged, Defective, Incorrect, or Incomplete Items
Please inspect your order after delivery. If an item arrives damaged, defective, incorrect, incomplete, or materially different from its product description, contact us as soon as reasonably possible.
Where possible, we recommend contacting us within 7 days after delivery. Include your order number and clear photographs of the product, packaging, and shipping label where relevant.
This 7-day recommendation helps us review issues promptly. It does not shorten the 30-day return request window or limit any rights or remedies available under applicable law.
If the issue is confirmed, serenoviq™ will provide an appropriate replacement, refund, or return solution without requiring you to bear the reasonable return cost caused by the confirmed issue.
Help us review the issue: Clear photos and a brief explanation of what happened can help our team determine the appropriate next step.
Who Pays for Return Shipping?
Preference-based returns
If an item is being returned because of a change of mind, an incorrect personal selection, or another reason not caused by a product or fulfillment issue, the customer is generally responsible for the return shipping cost.
Confirmed product or fulfillment problems
If serenoviq™ confirms that an item is damaged, defective, incorrect, incomplete, or materially misdescribed, an appropriate return, replacement, or refund solution will be provided without requiring the customer to bear the reasonable return-shipping cost caused by that issue.
No separate restocking fee is charged for approved eligible returns.
Inspection & Refund Timing
Once an approved return reaches the designated return facility, we aim to complete the inspection within 5 business days.
If the return is approved after inspection, serenoviq™ will issue the refund to the original payment method within 1–3 business days after approval. Authorization to send an item back is separate from final refund approval following inspection.
A bank, card issuer, PayPal, or another payment provider may require additional time to post the refund to your account. This posting period is separate from our refund-issuance timeframe.
Where permitted by applicable law, an appropriate deduction may apply if returned merchandise is missing components or has suffered avoidable loss in value because of use, alteration, or damage beyond what was reasonably necessary to inspect the product.
Refund timeline: Inspection is targeted within 5 business days after receipt at the designated return facility. Once the refund is approved following inspection, it is issued within 1–3 business days. Your payment provider may need additional time to post the funds.
Solutions for Product Problems
A physical return may not always be necessary when a damaged, defective, incorrect, incomplete, or materially misdescribed item is confirmed.
Depending on the circumstances and the information provided, Customer Care may offer a replacement, a full or partial refund, or another appropriate resolution after reviewing the issue.
If a refund is approved without requiring a physical return, it will be issued to the original payment method within 1–3 business days after approval. Payment-provider posting time may be additional.
The appropriate outcome depends on the specific circumstances and any applicable legal requirements.
Exchange Availability
Exchanges depend on current inventory and the availability of the desired item or variation.
In some situations, the simplest option may be to complete an approved return and place a new order for the product or variation you prefer.
Please contact service@serenoviq.com before sending an item for an exchange so Customer Care can review the request and provide the relevant instructions. Requests under our standard return and exchange process should be submitted within the 30-day request window described in Section 01.
Order Changes & Cancellations
If you need to change or cancel an order, email service@serenoviq.com within 12 hours after purchase.
We will make reasonable efforts to accommodate eligible requests. However, a cancellation or modification cannot be guaranteed once processing, fulfillment, shipment preparation, or dispatch has begun.
No separate cancellation fee is charged merely for submitting an eligible cancellation request.
Act promptly: If you notice an order error, contact us as soon as possible and include your order number. The earlier we receive your request, the more opportunity there may be to review it before fulfillment progresses.
What If My Refund Is Delayed?
If we have confirmed that your refund was issued but the credit has not appeared within your payment provider's normal processing period, contact your bank, card issuer, PayPal, or other relevant payment provider first.
If you still need assistance afterward, email service@serenoviq.com and include your order number so we can review the available information.
Protect your payment information: Do not send complete credit-card or debit-card numbers by email.
Consumer Rights & Applicable Law
This policy describes our standard return and refund procedures. Nothing in this policy limits statutory consumer rights, remedies, warranties, or protections that cannot legally be excluded or restricted under applicable law.
Where mandatory legal requirements provide protections beyond the standard procedures described here, those requirements continue to apply, including where they provide rights beyond the standard 30-day request window.