Refund policy

1. Introduction

At Séra, quality and customer satisfaction are at the heart of everything we do. We understand that a purchase may not always fully meet your expectations. That is why we offer a clear and honest return policy. Please read this document carefully before submitting a return request.

2. Return Window

You may return a product within:

  • 14 calendar days of receiving your order.
  • Return requests submitted after this period will unfortunately no longer be accepted.

3. Return Conditions

To be eligible for a return, the product must meet all of the following conditions:

  • The product is unused and in its original condition.
  • The product includes all original tags, packaging, and accessories.
  • The product has not been damaged by the customer.
  • The return request has been submitted within the 14-day return window.

4. Non-Returnable Products

The following products are excluded from our return policy:

  • Products that have been custom-made or personalised.
  • Products whose hygiene seal has been broken or removed.
  • Digital products and/or downloads after activation.
  • Products returned due to personal preference, including dissatisfaction with colour or size. It is the customer’s responsibility to verify size guides and product descriptions prior to purchase. Returns on this basis are subject to the standard 30% partial refund and are not eligible for full reimbursement.

5. Refund

Séra applies a partial refund for all accepted standard returns:

  • The customer will receive 30% of the original product price as a refund.
  • The refund will be processed within 14 business days of receiving and inspecting the returned product.
  • The reimbursement will be made via the original payment method.
  • Original shipping costs are non-refundable.

Please note: The remaining 70% of the product price will not be refunded. By submitting a return request, the customer explicitly accepts these terms.

6. Return Shipping Costs

The cost of returning a product is entirely the responsibility of the customer. Séra does not cover return shipping costs, including in cases where the customer is dissatisfied with the colour or size of a product.

  • The customer is responsible for safely packaging and shipping the returned product.
  • Séra is not liable for loss or damage to the parcel during transit.
  • We recommend using a tracked and insured shipping method.

7. Return Procedure

Please follow the steps below to initiate a return:

  1. Submit a return request: Send an email to returns@sera.com with your order number, the reason for the return, and photos of the product.
  2. Receive confirmation: You will receive a confirmation and our return address within 2 business days.
  3. Ship the product: Pack the product securely and send it to the provided return address. Return shipping costs are at your own expense.
  4. Inspection: Upon receipt, Séra will inspect the product within 5 business days. If approved, the refund will be processed.
  5. Reimbursement: The 30% refund will be transferred to your account within 14 business days.

8. Damaged Products

If you have received a product that is visibly damaged upon delivery, the following exceptional conditions apply:

  • Séra will refund the full product price (100%).
  • Return shipping costs must be paid by customer.
  • You must report the damage within 48 hours of receipt via Seraeurope@gmail.com, including photographic evidence.

Important: This exception applies exclusively to products that arrive physically damaged. Returns based on incorrect size, colour, or personal preference do not qualify for a full refund and remain subject to the standard 30% partial refund policy.

9. Contact

Do you have any questions about this return policy? Please don’t hesitate to contact us:

  • Email: Seraeurope@gmail.com
  • Website: www.seraeurope.com
  • Customer service: Monday to Friday, 09:00–17:00 CET

Disclaimer: Séra reserves the right to amend this return policy at any time. The most current version is available on our website. This policy does not affect any statutory rights you may have as a consumer under applicable national or European Union law.