Refund Policy
What is your return policy?
If you are dissatisfied with your order, you may request a return within 14 days of the delivery date. To begin a return, email official@seronine.com with your order number, the item(s) you wish to return, and the reason for return.
Returned items must meet all of the following conditions:
— Items must be unworn, unused, unwashed, unaltered, and in their original condition.
— All original tags, labels, packaging, and included accessories must be returned.
— Returns must be authorized before shipping back to us.
— The return parcel must be sent with tracking.
After your request is reviewed, we will provide return instructions and the return address. Please do not send items back before receiving authorization. Unauthorized returns may be refused and returned to the original shipping address.
Customers are responsible for return shipping costs unless the item is confirmed defective or the wrong item was sent. Original shipping charges, if any, are non-refundable. Import duties and taxes covered by Seronine are not paid out as cash refunds.
I have received a faulty product, what should I do?
If your item arrives defective, damaged, or incorrect, please email official@seronine.com within 7 days of delivery. Include your order number, clear photos of the item, packaging, and any visible defect or error.
Our team will review the case and provide the appropriate solution, which may include repair guidance, replacement where available, store credit, return authorization, or refund after inspection.
Damage caused by wear, misuse, improper care, alteration, washing, or normal fabric variation is not considered a product defect.
Can I exchange my item?
Because our inventory moves quickly, Seronine does not currently process direct exchanges. To secure the item or size you want, please place a new order and return the original item for refund review.
Items marked final sale, archive sale, sample sale, or discounted by 50% or more are not eligible for return unless required by applicable law or confirmed defective by our team.
Pre-order items may only be cancelled before production or fulfillment has begun. Once a pre-order is in production, allocated, or dispatched, it is handled under the standard return policy after delivery.
When will I receive my refund?
Once your return arrives, our team will inspect the item(s) to confirm they meet the return conditions. If approved, the refund will be issued to the original payment method.
Refunds will only be issued to the original payment method used at checkout. We are unable to issue refunds to a different card, account, or payment provider.
Please allow up to 7 business days after inspection for us to process the refund. Depending on your bank, card issuer, or payment provider, it may take an additional 5-10 business days for the refunded amount to appear on your account.
If a return is rejected because it does not meet the policy conditions, the item may be sent back to the original shipping address and no refund will be issued.
Company: CHUANG YA TE TRADING CO., LIMITED
Address: FLAT 1506, 15/F, CHEUNG FUNG COMMERCIAL BLDG, 21-25 CHEUNG SHA WAN ROAD, SHAM SHUI PO, HONG KONG
Contact: official@seronine.com
EU Right of Withdrawal
If you are a buyer based in the European Union, you may have the right to withdraw from your purchase within 14 days after receiving your order, unless an exemption applies under applicable law.
Use the EU Right of Withdrawal page to request a withdrawal, cancellation, or return and provide your name and order reference.
