Refund & Return Policy

Last updated: November 1, 2026

At Serenex, we want you to be completely satisfied with your purchase. Eligible items may be returned within 30 days of delivery.

30-Day Return Policy

To qualify for a return, your item must be:

• Unworn, unused, and in its original condition.
• Returned with its original packaging, tags, and accessories.
• Accompanied by proof of purchase or your order number.
• Sent back within 30 days of delivery.

To begin a return, email support@tryserenex.com with your order number and reason for the return.

If your return is approved, we will provide instructions for sending the item back. Items returned without prior approval may not be accepted.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping charges are non-refundable unless required by applicable law. We recommend using a trackable shipping service, as Serenex is not responsible for returns lost in transit.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If your item arrives damaged, defective, or incorrect, contact us within 30 days at support@tryserenex.com.

Please include:

• Your order number.
• A brief description of the issue.
• Clear photos of the item and packaging.

Once reviewed and approved, we will arrange a replacement or refund at no additional cost.

Normal wear, accidental damage, improper use, and damage caused by improper storage or care are not considered manufacturing defects.

Non-Returnable Items

We cannot accept returns for:

• Items that have been worn, used, altered, or damaged after delivery.
• Personalized, engraved, or custom-made products.
• Earrings or other pierced jewelry after the hygiene seal has been removed.
• Gift cards.
• Items marked as final sale.
• Items missing their original packaging, tags, or accessories.

This does not affect any rights you may have under applicable consumer protection laws.

Exchanges

To request an exchange, contact support@tryserenex.com. Exchanges are subject to product availability.

The fastest way to receive a different item may be to return the original item and place a new order after your return has been approved.

Refunds

We will notify you after receiving and inspecting your return.

If approved, your refund will be issued to your original payment method within 10 business days. Please allow additional time for your bank or payment provider to process and post the refund.

Any promotional discounts applied to the original order will be reflected in the refund amount. If a returned item causes the order to no longer qualify for a promotion, including a multi-item offer, the refund may be adjusted accordingly where permitted by law.

If more than 15 business days have passed since your refund was approved, contact support@tryserenex.com.

Lost or Missing Packages

If your package appears to be lost in transit, contact us so we can investigate with the shipping carrier.

If the carrier confirms that the package was lost, we will arrange a replacement or refund.

If tracking shows that your package was delivered but you cannot locate it, contact us promptly. We will help investigate, but a replacement or refund is not guaranteed when the carrier confirms successful delivery.

Order Cancellations

Contact us as soon as possible if you need to cancel or modify an order.

We can only accommodate cancellation or modification requests before the order enters fulfillment. Once an order has been processed or shipped, it cannot be canceled and must follow the standard return process.

Contact Information

Serenex
Operated by Rizq Ventures LLC
Email: support@tryserenex.com
Website: https://tryserenex.com