返金ポリシー

Last updated: August 24, 2026

At Serenova, every order is prepared with care. If you are not completely satisfied with your purchase, you may request a return in accordance with the policy below.

14-Day Return Window

You may request a return within 14 days of the date your order is delivered. To be eligible, your item must be unworn, unused, and in the same condition in which you received it. All original tags must remain attached, and the item must be returned in its original packaging.

Items that show signs of wear, use, alteration, damage caused after delivery, removed tags, or incomplete packaging may not be accepted. Proof of purchase or your order number is required.

How to Request a Return

Before sending any item back, email us at xi890782@gmail.com with:

Your full name
Your order number
The item you wish to return
The reason for the return
Clear photographs if the item is damaged, defective, or incorrect

If your return is approved, we will provide return instructions. Items returned without prior authorization will not be accepted.

Return Shipping

For ordinary returns, customers are responsible for return shipping costs. All returns must be sent using a trackable shipping service. Please keep your shipping receipt and tracking information until your refund has been completed.

Approved returns should be sent to:

ZIYING CAI
Room 7F, Yutian Building
No. 196 Dongyuan Road, Nanyuan Subdistrict
Futian District, Shenzhen
Guangdong 518031
CHINA
Tel: +86 131 7288 1449

Please do not send a return to this address until your return request has been approved by email.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is damaged during transit, defective, or different from what you ordered, contact us promptly at xi890782@gmail.com with your order number and clear photographs of the item and packaging.

After the issue is verified, Serenova will cover the appropriate return or replacement shipping costs and provide a suitable resolution.

Refunds

We will inspect your return after it is delivered to us. If the return is approved, your refund will be issued to your original payment method within 2–3 business days. Your bank or card provider may require additional time to process and post the refund to your account.

If more than 10 business days have passed since we approved your refund and it has not appeared in your account, please contact us at xi890782@gmail.com.

Order Cancellations

You may request to cancel an order before it has been shipped. Please contact us as soon as possible at xi890782@gmail.com. Once an order has been dispatched, it can no longer be canceled and must be handled through the return process described above.