Refund & Return Policy

Effective Date: 13 September 2026
Last Updated: 13 September 2026

At Serena Mode, we want our return and refund process to be clear and transparent. This Refund & Return Policy explains the conditions that apply to returns, refunds, cancellations, and exchanges for purchases made through serenamode.com.

This policy applies to customers in the United Kingdom and Poland.

Nothing in this policy limits or excludes any statutory consumer rights that you may have under applicable consumer protection law.

1. 30-Day Return Period

You may request a return within 30 days from the date your order is delivered.

You may request a return if:

• The item does not meet your expectations

• The size or fit is unsuitable

• You have changed your mind

• You received an incorrect item

• The item arrived damaged or defective

For standard returns, items must be returned in a condition that allows us to inspect and process the return.

Items should:

• Be unworn other than what is reasonably necessary to inspect or try on the product

• Be returned with their original tags, where applicable

• Include the original packaging and accessories where reasonably possible

• Be accompanied by proof of purchase, such as your order number

We may reduce a refund where permitted by applicable law if an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and fit, resulting in a loss of value.

Your statutory rights regarding faulty, damaged, or incorrectly supplied goods are not affected.

2. How to Request a Return

To request a return, please contact our customer support team at:

Email: support@serenamode.com

Please include:

• Your order number

• The item or items you wish to return

• The reason for your return

For damaged, defective, or incorrect items, we may ask you to provide photographs so that we can assess the issue.

Our customer support team will provide the applicable return instructions and return address.

Please do not return an item without first contacting us.

Returns sent to an incorrect address may experience significant delays in processing.

3. Return Location

Serena Mode is operated by a business registered in the Netherlands. Our products may be fulfilled through international fulfilment partners.

Approved returns may need to be sent to our designated international return facility, which may be located in China.

Our registered business address in the Netherlands is not a product return address unless our customer support team explicitly instructs you otherwise.

The correct return address and instructions will be provided after your return request has been approved.

4. Return Shipping Costs

For standard returns, including:

• Change of mind

• Incorrect size selection

• Fit or preference-related returns

the direct cost of returning the item is the responsibility of the customer, where permitted by applicable law.

Because our designated return facility may be located in China, return shipping costs can vary depending on your location, parcel size, weight, and the courier you select.

We recommend using a tracked shipping method and retaining your proof of postage until your return has been completed.

If you receive an item that is damaged, defective, or incorrect, please contact us before returning it.

Where required under applicable law, Serena Mode will bear the reasonable costs associated with returning or otherwise resolving the issue.

5. No Restocking Fees

Serena Mode does not charge restocking, administrative, or handling fees for approved returns.

Any deductions permitted by applicable consumer law, such as a reduction resulting from excessive handling that has diminished the value of an item, are not considered restocking fees.

6. Refunds

Once your return has been received, we will inspect the returned item.

If the return is approved, the refund will be issued to the original payment method used for the purchase.

We aim to process approved refunds promptly and, in all cases, within the time limits required by applicable consumer law.

Depending on your bank or payment provider, additional processing time may be required before the refunded amount appears in your account.

Where required by applicable consumer law following a valid withdrawal from the purchase, any standard outbound delivery charge originally paid will also be refunded.

Additional costs resulting from choosing a more expensive delivery method than our standard delivery option are not refundable unless required by law.

If standard shipping was provided free of charge, there is no original shipping charge to refund.

You will receive confirmation once your refund has been processed.

7. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at:

support@serenamode.com

We aim to process orders quickly, so we cannot guarantee that an order can be cancelled once fulfilment has begun.

If cancellation is no longer possible because the order has already entered fulfilment or has been dispatched, you may request a return after delivery in accordance with this policy and your applicable statutory rights.

8. Exchanges

If you would prefer to exchange an item, please mention this when contacting our customer support team.

Exchanges are subject to product and size availability.

If the requested replacement is unavailable, we may offer a refund instead.

9. Exceptions and Non-Returnable Items

Certain products may be excluded from change-of-mind returns where applicable law permits an exception.

This may include certain sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been broken.

Any applicable return restriction will be clearly communicated where required.

This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied, or otherwise does not conform to the contract.

10. Statutory Right of Withdrawal

Customers may have statutory cancellation or withdrawal rights under the consumer protection laws applicable in their country.

Our 30-day return period is intended to provide a return window that is at least as favourable as the standard statutory cooling-off period applicable to ordinary online purchases.

Nothing in this policy is intended to restrict any mandatory rights available to consumers under applicable law.

11. Contact Information

For questions regarding returns, refunds, cancellations, or exchanges, please contact us:

Trading Name: Serena Mode
Legal Entity: HVH
Registered Address: Bandeliersberg 118, 4707 SE Roosendaal, The Netherlands
Email: support@serenamode.com
Phone: [PHONE NUMBER]
Website: serenamode.com
Chamber of Commerce (KvK): 73963011
VAT Number: NL002420513B07

Please note that our registered business address is not our product return address. Always contact our customer support team before returning an item.