سياسة الاسترجاع

Return, Exchange & Inspection Policy

To ensure the best shopping experience for our customers, please read the following policy carefully before completing your purchase.

1. Inspection Upon Delivery You have the right to inspect the package upon delivery to verify that the order matches your request and that the product is in good condition before completing payment, in accordance with the shipping company's policy. Inspection is limited to verifying product matching and condition only, and does not include trying or using the product. After payment is completed and the order is received, the customer is considered to have confirmed that the product matches the order and is free from any visible defects. The exchange and return policy below will then apply.

2. Exchange & Returns SEREENA does not accept exchanges or returns of intact products that match the order due to a change of mind or unwillingness to keep the product. Exchanges or returns are only accepted in the following cases:

• Receiving a different product than what was ordered.
• A manufacturing defect in the product.
• The product arriving damaged due to shipping.

3. Request Timeframe You must contact customer service within 48 hours of receiving your order. Photos or a video showing the issue must be provided before using the product.

4. Acceptance Conditions

• The product must be unused.
• It must be in its original condition with all packaging and accessories.
• SEREENA reserves the right to inspect the product before approving any exchange or return.

5. Warranty All SEREENA products are covered by a one-year color warranty against manufacturing defects only. The warranty does not cover damage caused by misuse, breakage, scratches, or exposure to perfumes, chemicals, cleaning agents, or any abnormal use of the product.

6. Shipping Fees If the reason for exchange or return is an error on SEREENA's part or a manufacturing defect, SEREENA will cover all shipping costs. In any exchange approved by SEREENA outside the cases mentioned above, the customer bears the shipping costs both ways.

7. General Terms By completing a purchase, the customer acknowledges that they have read and agreed to this policy. This policy does not affect the rights guaranteed by the Consumer Protection Law in the United Arab Emirates regarding defective or non-conforming products.