Refund policy

Last updated: March 15, 2026

Overview

At Serella, we want you to feel confident in your purchase. Should anything fall short of meeting your expectations, or, you are not completely satisfied for any reason, we offer a clear and guided return process.

Return Window: Your return period starts when your order arrives at your delivery address and you have 30 days to start your return process.
Condition: All returned items must be unused/original condition and include all original packaging.
Return Shipping: You are responsible for return shipping costs unless the item arrives in a damaged condition, shows signs of defects, or contains the wrong items. In those cases, we will cover return shipping. We also do not charge restocking fees.
Refunds: Once your return is received, you will be issued a full refund to your initial payment method within 5-7 business days.

How to Return an Item

Contact Us: Email us at info@serellaco.com including your order number along with your reason for return.
Package Your Item: Place your item back into its original packaging which should contain all the accessories and materials which were included with the product.
Ship The Item Back: Drop off your package at your nearest local shipping carrier office. We will provide clear and simple shipping instructions to you after the return is approved via email. These instructions will assist you to return your item successfully and to the correct location.

Refund Process

Receipt & Inspection: Once we receive the package, we will inspect it to ensure it is complete, including original packaging and all accessories. If the package fails to meet these return criteria, it may be declined and returned back to the customer at their expense.
Refund: Once approved, your refund will be issued to your original payment method and will appear within 5-7 business days, depending on your payment provider.

Exchanges

If you wish to exchange an item, reach out to us and we’ll help you exchange your item quickly. Please contact us within 30 days of your package’s arrival. Once we receive your return and it is approved, we will arrange a refund or replacement as applicable with no additional cost.

Non-Returnable Items

The return policy contains particular product restrictions due to hygiene and safety reasons. The product description will clearly state these items as items which cannot be returned. Any submitted returns for any of these products will be declined. If any issues arise regarding non-returnable items, please contact us at info@serellaco.com.