Refund policy

Return and Refund Policy

At Seraphina Grey, we strive to provide our customers with the highest quality products. To maintain the integrity and quality of our offerings, we have implemented a strict return policy, as outlined below.

No Refunds or Exchanges

We do not accept returns or exchanges for any reason except for verifiable defects in the item. This policy helps us ensure that every product you receive is brand new and in its best condition.

Defective Items

If you receive a defective item, you may be eligible for a return or exchange. To qualify, please follow these steps:

  1. Report the Defect: Contact our customer service team at support@seraphinagrey.com within 7 days of receiving the item. Provide a detailed description of the defect and include clear photographs or videos that show the issue. (your request will be denied if you do not provide the supporting documentation)
  2. Proof of Purchase: A receipt or proof of purchase is required for all returns.
  3. Verification Process: We will review your submission and, if the defect is verified, will provide you with instructions on how to return the item.
  4. Return Authorization: Do not return the item until you have received a return authorization and instructions from our customer service team. Unauthorized returns will not be accepted.
  5. Return Shipping: If the defect is verified, we will cover the cost of return shipping. Please use the shipping label provided by our customer service team. Customers are responsible for return shipping costs unless the item arrived damaged or was not as described

Non-Returnable Items

The following items are non-returnable under any circumstances:

  • Custom or personalized items
  • Items marked as final sale
  • Digital products or downloadable content
  • Perishable goods are not eligible for returns.
  • Any product returned after 30 days from receipt will not qualify for a refund.

Important Notes

  • Items must be returned in their original packaging and condition, unused, and with all original packaging and accessories included. Damaged or used products will not qualify for a return.
  • We reserve the right to deny any return or exchange if the defect cannot be verified or if the item is not returned in accordance with our policy.
  • Refunds for defective items will be processed within 10 business days of receiving the returned item. If approved, your refund will be processed, and a credit will be applied to your original payment method within 5-7 business days.

Contact Us

If you have any questions or need assistance with a return, please contact our customer service team at support@seraphinagrey.com.

 

Thank you for understanding and your continued support of Seraphina Grey.