Mug & Mini
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We hope that you love your purchases. If for any reason you are not completely satisfied with your purchase, you have 14 days to return from the date an order has been shipped.
Returns that are outside the 14-day return window will not be accepted, refunded or mailed back.
Please never combine returns or exchanges that were created separately in the automated system. Always use the correct ship label for the items picked for return or exchange.
Product sent back that is not from our company will also not be refunded nor mailed back. Customers are welcome to contact us to arrange for shipping back at their expense.
Merchandise must be in its original condition with all tags attached.
Refunds will be sent back to original form of payment within 2-3 weeks of receiving your returned package at our facility.
We have a 14-day return policy, which means you have 15 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us a Returns or click here for the Return portal
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at HelloSerenityFactory@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We apologize but we do not accept Exchanges.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at HelloSerenityFactory@gmail.com.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Click here for the Return portal
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at HelloSerenityFactory@gmail.com. Please note that returns will need to be sent to the address provided by EcoReturns.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at HelloSerenityFactory@gmail.com.
The colors of your received products may appear slightly different in person due to lighting and screen settings. Please allow small sizes discrepancies as well as many of our products are hand-made.
Thank you for your kind understanding.