Return & Refund Policy

Updated October 28, 2026. Contact support@serunilo.com to request a Serunilo return or discuss a purchase problem. This ordinary return policy preserves mandatory rights for faulty, misdescribed or undelivered goods.

Request period

Contact us within 30 calendar days after receiving the goods for an ordinary return. Identify the order, checkout email, items and reason. Statutory cancellation or defect claims can have different periods that remain applicable.

Item condition and exclusions

Change-of-mind items generally must be unused, unworn and in original condition with tags, accessories and packaging. Personalized or made-to-order goods, perishables, opened hygiene-sensitive items, used digital content and gift cards may be excluded from voluntary returns when disclosed and lawful. Mandatory defect remedies are unaffected.

Instructions before posting

We assess eligibility and supply authorization, instructions and the appropriate destination for your case. Do not assume a sender label or contact address accepts goods. Pack securely and keep proof of posting and tracking.

Return postage and original shipping

You pay postage for an ordinary change-of-mind return. Original shipping is generally not refunded for discretionary returns unless law requires it. We cover reasonable applicable return costs for faulty or incorrectly supplied goods and provide required remedies. Universal free labels are not promised.

Problems with the goods

Report incorrect, missing or damaged goods with the order number and explanation. Available item, packaging and label photographs help assessment; retain relevant materials. We consider a repair, replacement, refund or other appropriate remedy according to the facts and law. Evidence requests do not override legal entitlements.

Assessment and refunds

We explain the decision after inspecting returned goods or reviewing sufficient evidence. Approved refunds are initiated to the original payment method within 10 business days after inspection or sufficient evidence unless a shorter legal period applies. Your bank or provider controls additional posting time; contact us about an expected credit that does not appear.

Exchange requests

Exchanges require confirmed availability and practical arrangements and are not guaranteed. An authorized return and separate purchase may be appropriate. We explain the available option before you proceed.

Cancellation

Ask promptly. We confirm whether fulfillment can be stopped and what refund applies. Dispatch may prevent cancellation, and a request alone is not acceptance. Statutory cancellation rights remain applicable.

Refused or uncollected parcels

Contact us so the reason and carrier outcome can be assessed. Refusal or missed collection does not automatically complete cancellation. Only lawful, disclosed and evidenced costs may be considered rather than automatic forfeiture of the whole payment.

Rights required by law

Mandatory periods, standard delivery refunds, remedies and cost allocations prevail over this voluntary policy. Send questions about your case to support@serunilo.com.