Refund Policy
Return and Refund Policy
By submitting a request through Sernara, you agree to the conditions listed below. We have established these guidelines to ensure you are fully aware of our discount policies and return procedures.
Conditions of Sale
Sernara sells only to purchasers who intend to use the item(s) for the duration of its economic life. If you purchase an item to use once or temporarily and then return it, you won't be eligible for a refund. Examples of such instances include use in a conference venue or a trade show, items purchased by promotional firms, and items purchased by trade show organizers.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Return Conditions
To be eligible for a return, 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.
Items with obvious signs of use, any item not in its original condition, or that is damaged or missing parts for reasons not due to our error will be deemed non-returnable. Furthermore, any returned item more than 30 days after delivery will be considered non-returnable.
Return Process
To start a return, contact us at info@sernara.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
You can contact us for any return questions at info@sernara.com
Return Methods
Customers must return products by post. In-store or kiosk returns are not accepted.
Damages and Issues
Please inspect your order once received. Contact us immediately if the item is defective, damaged, or if you received the wrong item so we can evaluate the issue and make it right.
Return Labels
- Customer Remorse: The customer is responsible for return shipping costs. Download and print the label.
- Defective Products: Contact us for assistance with defective products.
Return Conditions
We accept returns for unused products in their original condition and packaging.
Restocking Fee
There is no restocking fee.
Return Shipping Costs
- Customer Remorse: You are responsible for the cost of return shipping.
- Wrong or Damaged Products: We cover the cost of return shipping. We recommend using a trackable shipping service to ensure your return is received.
Late or Missing Refunds
If you haven’t received a refund yet, first recheck your bank account. Then contact your credit card company; it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us through the methods at the top of this page. We will reply within 24 hours of hearing from you.
Exchanges
We only exchange items that are damaged, the wrong product, the wrong size, or defective. If you need to exchange an item, please contact us at info@sernara.com or +1 778-504-6582. The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
If you have any questions about our return policy, please contact our customer support:
Sernara
Email: info@sernara.com
Address: 6677 Napier Street, Burnaby, British Columbia, V5B 2C2, Canada
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded within 7 to 10 business days using your original payment method. We cannot refund shipping costs. Please remember it can take time for your bank or credit card company to process and post the refund.
If you have any questions about our refund policy, please contact our customer support:
Sernara
Email: info@sernara.com