Returns Policy
Effective Date: 20th March 2025.
At Serenato, we want you to love your order—but if something isn’t right, we’re here to help.
We do not accept returns or provide refunds for change of mind. All purchases are final unless the item is faulty, damaged on arrival, or does not match its description under Australian Consumer Law.
If an item arrives damaged or faulty, customers must contact us at info@serenato.com.au within 7 days of delivery. Depending on the issue, we are happy to offer a replacement, exchange, or store credit.
To help us resolve the matter quickly, customers may be asked to provide clear photos of the damaged or incorrect item, including its packaging.
If a return is necessary, Serenato will provide a prepaid return label, so there is no cost to the customer for returning a damaged or faulty item.
Refunds are issued to the original payment method used at checkout.
We reserve the right to inspect the product before issuing a refund or replacement, and to refuse returns that do not comply with this policy or fall outside the acceptable timeframe.
Please note:
- Serenato is unable to process returns or refunds for damaged or faulty items reported more than 7 days after delivery.
- Sale items are final and cannot be refunded unless faulty.
- Shipping costs are non-refundable unless the return is due to our error.
If you have any questions, don’t hesitate to reach out—we’re here to help: info@serenato.com.au