Refund policy

We offer a 30-day return window from the date your item is delivered.

To be considered for a return, items must be unused, in original condition, with all original packaging, accessories, seals intact, and accompanied by valid proof of purchase.

Please note that full refunds are granted only in cases where the product is confirmed to be defective upon arrival or materially damaged during transit and reported within 7 days of delivery with clear photo/video evidence.

Items that show signs of use, wear, missing components, altered packaging, or damage not caused during shipping may be subject to additional deductions or may not qualify for refund.

Return shipping costs are the responsibility of the customer unless the return is due to a verified manufacturing defect.

For defect claims submitted after 7 days, customers must provide clear, unedited video evidence recorded at the time of opening the delivery package, showing:

  • The sealed outer shipping box

  • The unboxing process in one continuous recording

  • The condition of the product immediately upon removal

This documentation is required to verify that the issue was present upon delivery and not caused by use, mishandling, storage conditions, or external factors. Without such video evidence, the claim will not qualify for a monetary refund.

For all other approved returns — including but not limited to change of mind, incorrect ordering, or items returned with opened packaging — a restocking fee and handling deduction will apply, and refunds will be issued on a partial basis or partial store credit refund reflecting inspection findings and associated processing costs. 

All returns are subject to inspection and approval prior to refund issuance. Refunds, if approved, will be processed to the original payment method within 7–10 business days after inspection is completed.

To start a return, you can contact us at support@myserapy.com. 

If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@myserapy.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded based on the situation on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@myserapy.com.