Refund Policy
At Serenova Solutions, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer a hassle-free return and refund process, subject to the terms outlined below.
1. Return and Refund Eligibility
To be eligible for a return and refund, the following conditions must be met:
- Items must be returned within 30 days of purchase.
- The product must be in new, unused, and resalable condition (if applicable).
- The product must be returned with all original packaging, accessories, and documentation (where applicable).
- Proof of purchase or order confirmation is required.
Note: Some products, such as personal care items (e.g., acupressure mats or magnetic nose clips) may not be eligible for return due to hygiene reasons. Please contact our customer service team for more information.
2. How to Request a Return
To initiate a return, please follow these steps:
- Contact our customer service team at [email address] within 30 days of receiving your order.
- Provide your order number and reason for the return.
- Once your return is approved, we will provide instructions on how to return the item.
3. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to the original payment method used during purchase. Please note that it may take up to 5-7 business days for the refund to appear on your account, depending on your bank or payment provider.
4. Non-Refundable Items
Some items are not eligible for return or refund, including:
- Items marked as final sale
- Personalized or custom products
- Opened or used personal care products
If you are unsure whether your item is eligible for return, please contact our customer service team for clarification.
5. Shipping Costs
Shipping costs are non-refundable. You will be responsible for the return shipping costs unless the item is defective or we made an error with your order.
6. Damaged or Defective Items
If your item arrives damaged or defective, please contact our customer service team within 7 days of receiving your order. We will provide you with a return label and offer either a replacement or a full refund for the item. Please include pictures of the damaged item and packaging to help us resolve the issue quickly.
7. Exchanges
We do not offer direct exchanges. If you need a different size, color, or product, please return the original item for a refund and place a new order for the desired item.