Refund policy
Thank you for shopping at Serene Pout. We want you to love your purchase. Please read our policy regarding returns and refunds carefully.
1. 14-Day Right of Withdrawal (EU Customers)
In accordance with European Union consumer protection laws, you have the right to withdraw from your purchase within 14 days from the day you receive your items.
However, please note that Serene Pout products are made-to-order (custom-printed specifically for you). Under EU law (Article 16(c) of the Directive on Consumer Rights), the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized.
Therefore, we cannot accept returns or offer refunds for change of mind, incorrect size selection, or buyers' remorse. We kindly ask you to review our size charts carefully before placing an order.
2. Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or if you received the wrong item/size due to our error, we will gladly issue a free replacement or a full refund.
Timeframe: You must contact us within 14 days of receiving the product.
Requirement: Please email us at serenepout@outlook.com with your order number and clear photos showing the defect or the incorrect item.
Resolution: Once verified, we will arrange for a replacement to be sent to you at no extra cost, or issue a full refund to your original payment method. You do not need to ship the defective item back to us unless explicitly requested.
3. Lost in Transit / Undelivered Packages
If your package is lost in transit and does not arrive by the estimated delivery date, please contact us.
Claims for packages lost in transit must be submitted no later than 30 days after the estimated delivery date.
If the carrier confirms the package is lost, we will cover the costs of shipping a replacement to you.
Note: We cannot issue refunds or replacements if the tracking status shows "Delivered" or if the delivery failed due to an incorrect shipping address provided by the customer.
4. Refunds (If Applicable)
If a refund is approved, it will be processed automatically, and a credit will be applied to your original method of payment (credit card, PayPal, etc.) within 5–10 business days, depending on your bank.
Contact Us
If you have any questions regarding your order or this policy, please reach out to us:
Email: serenepout@outlook.com