Return Policy

Return Policy

Thank you for shopping with us! We want you to be delighted with your purchase, but we understand that sometimes returns or exchanges are necessary. Our return policy, in partnership with EcoReturns and ShipInsure, makes it easy to handle returns, exchanges, and any shipping protection needs.

Eligibility for Returns

  • Items must be in new, unused, and resalable condition.
  • Items must be returned with original packaging, tags, and accessories (if applicable).
  • Returns must be initiated within 15 days of delivery.

How to Start a Return

Our hassle-free EcoReturns process allows you to start a return or exchange directly online:

  1. Go to our Returns Portal 
  2. Enter your order details to verify eligibility for a return or exchange.
  3. Follow the instructions to complete your return request. You can choose between a refund or an exchange for eligible items.

Eco-Friendly Returns with EcoReturns

We’re proud to partner with EcoReturns to make our return process more sustainable. EcoReturns minimizes return-related carbon emissions, helping us reduce waste and environmental impact. Every return counts towards a greener future!

Return Shipping Fees

  • Domestic Returns: We provide a prepaid shipping label for returns within the United States.
  • International Returns: Return shipping fees are the responsibility of the customer.

Please note: Original shipping charges are non-refundable unless the item arrived damaged or incorrect.

Shipping Protection with ShipInsure

For added peace of mind, we offer ShipInsure Shipping Protection. If you selected ShipInsure at checkout, your order is covered for incidents such as loss, damage, or theft. In case of any issues:

  1. Contact our support team or go to the ShipInsure Claims Page here.
  2. Provide your order details, and ShipInsure will assist you in processing a replacement or refund based on your protection plan.

Processing Your Return

Once they receive your returned item:

  • Inspection: Our team will inspect the item to ensure it meets return eligibility.
  • Refunds: Approved returns will be refunded to your original payment method within 5-7 business days.
  • Exchanges: For exchanges, the replacement item will be shipped once the return is processed.

Non-Returnable Items

The following items are non-returnable:

  • Gift cards
  • Final sale items
  • Personalized or custom-made products

Damaged or Incorrect Items

If your item arrived damaged, incorrect, or defective, please reach out to our Customer Support team within 7 days of delivery. We will ensure the issue is resolved promptly, either through a replacement or refund.

Questions?

If you have any questions about our return policy or need assistance with a return, please contact us at helloSerenityFactory@gmail.com. We’re here to help!

Thank you for shopping with us and for supporting sustainable practices with EcoReturns.