Refund policy

Return & Refund Policy

We operate a 30-day return policy. This means you have 30 days from the date you receive your item to request a return.

Return Conditions

To be eligible for a return, your item must:

  • Be in the same condition as when you received it;
  • Not have been worn, used, or washed;
  • Include all original tags;
  • Be returned in its original packaging;
  • Be accompanied by the receipt or proof of purchase.

How to Start a Return

To initiate a return, please contact us at support@serraphea.com. Always include your order number and, if possible, the reason for the return.

Once your return request has been approved, you will receive:

  • Return instructions;
  • Where applicable, a return shipping label depending on the product and the reason for the return.

Returns must be sent to the following address:
99 Queen's Road Central, OFFICE 3906, 39TH THE CTR
Central, Hong Kong Island, Hong Kong SAR

Important: Returns sent without prior approval will not be accepted or processed.

Return Shipping Costs

  • If the return is due to an error on our part (e.g. incorrect or damaged item), we will cover the return shipping costs.
  • For all other reasons (change of mind, incorrect size selected, etc.), return shipping costs are the responsibility of the customer.

Damaged Items or Issues

Please inspect your order upon delivery. Contact us within 48 hours at support@serraphea.com if:

  • The item is damaged;
  • You received the wrong item;
  • Parts are missing.

We will assess the situation and offer an appropriate solution (replacement, refund, or other).

Non-Returnable Items

Certain products cannot be returned, including:

  • Perishable goods (food, flowers, plants);
  • Custom-made or personalized items;
  • Personal care products (opened beauty or hygiene products);
  • Gift cards and digital downloads;
  • Hazardous materials, flammable liquids, or gases.

If you are unsure whether a product is eligible for return, please contact us before placing your order.

Exchanges

Would you like to exchange an item? The fastest way is to:

  1. Return the original item using the standard return process;
  2. Place a new order for the desired item.

This ensures that the item you want is still in stock.

Statutory Right of Withdrawal (UK Consumer Law)

In accordance with UK consumer protection law, you are entitled to a 14-day statutory withdrawal period (applicable in the UK). During this period, you may cancel or return your order without providing a reason.

Conditions:

  • The 14-day period starts the day after delivery;
  • You must notify us by email of your intention to exercise your right of withdrawal;
  • The item must be returned within 14 days of this notification;
  • The item must be unused and returned with original tags and packaging.

Note: If only part of an order is returned, the original shipping costs are generally non-refundable.

Return Shipping Fees

Return shipping fees depend on the reason for the return:

  • Our error
    (damaged item, incorrect product, etc.) → We cover the return shipping costs and will provide a return label.
  • Personal reasons
    (change of mind, incorrect size, dissatisfaction, etc.) → Return shipping costs are the responsibility of the customer. You may choose your own shipping method or use a label provided by us (the cost will be deducted from your refund).

Refunds

Once we have received and inspected your return, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be automatically processed via your original payment method within 10 business days.

Please note that processing times may vary depending on your bank or credit card provider before the refund appears in your account.

If more than 15 business days have passed since your return was approved and you have not yet received your refund, please contact us at support@serraphea.com.

Business Information:
Serraphea Limited
OFFICE 3906, 39TH THE CTR 99 QUEEN'S RD CENTRAL CENTRAL HONG KONG
Email: support@serraphea.com