Refund policy

Return & Refund Policy
Effective as of July 2025

Non-returnable for Hygiene Reasons

Due to hygiene and safety concerns, we do not accept returns or exchanges for intimate care products under any circumstances, even if the product is unopened or unused. Please review the product details carefully before placing your order.

Damages & Issues

Please record a full unboxing video when receiving and opening your parcel. If your item is defective, damaged, or you received the wrong product, contact us within 48 hours of receipt.

To evaluate the issue, please provide:

  • A complete unboxing video showing the unopened package and the unpacking process

  • Close-up photos of the defective or incorrect item

  • Your order number

Send the above information to hello@sereneasia.com. We will assess your case and respond with a resolution as soon as possible.

Exceptions / Non-returnable Items

We do not accept returns or exchanges for:

  • Intimate care products

  • Opened or used items

  • Sale items and gift cards

  • Perishable goods (e.g., food, flowers)

  • Custom or personalized items

  • Hazardous materials or flammable liquids

Please contact us before ordering if you have any questions.

Exchanges

We do not offer exchanges on intimate care products.

EU 14-day Cooling-off Period

According to Article 16(e) of the EU Consumer Rights Directive, sealed goods that are not suitable for return due to health protection or hygiene reasons (such as intimate care products) are exempt from the 14-day cooling-off period once unsealed.

Refunds

If your damage or defect claim is approved, we will notify you and process a refund to your original payment method within 10 business days.
If you have not received your refund after 15 business days, please contact us at hello@sereneasia.com.