Refund policy

Return and Refund Policy – try Serrel
Updated: Jun - 2026 

1. Return Eligibility
You may request a return within 30 days of receiving your order, but only for products that are defective or damaged upon arrival. Returns for reasons such as change of mind, incorrect size, or personal preference are not accepted.

2. Return Costs
Customers are responsible for all return shipping costs, including:

• Delivery fees to the return address provided by us;
• Any customs duties, import taxes, or brokerage fees;
• Costs for additional courier services (if applicable).

We strongly recommend using a tracked shipping method for your return. We are not responsible for lost or undelivered return parcels.

3. Refund or Credit

All returned items are carefully inspected upon receipt. If an item is confirmed to be defective, damaged, or otherwise eligible under our Return and Refund Policy, customers may receive a refund to their original payment method or store credit, depending on the circumstances and applicable consumer protection laws.

Store credits have no expiration date and may be used toward any future purchase from Serrel.

Items returned without prior approval or that do not meet our eligibility criteria will not qualify for a refund or store credit.

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4. Non-Returnable Items
The following items are not eligible for return or refund:

• Used, damaged, or partially returned items (e.g. returning only one bottle from a two-pack promo) do not qualify for a refund.
  
• Unfortunately, we cannot accept returns on sale items or gift cards/ bundle.
• Custom-made or personalized products;
  
• Products showing signs of use, wear, or damage
• Items without original packaging
• Products returned after 30 days from delivery
• Items clearly marked as “Final Sale”.

WARNING: Personalized products are one of a kind and has been manufactured only for you. Therefore we can not exchange or refund any customized products under any circumstances unless the product has a manufacturer's defect.

5. Return Conditions
Returned products must be unused, all packaging intact, in their original packaging, and accompanied by proof of purchase. Please inspect your order immediately upon receipt and contact us if any defect or damage is found.

6. Return Procedure
To initiate a return, please contact our customer service team at info@tryserrel.com and include the following details:

• Order number;
• Description of the issue;
• Photo(s) of the defective or damaged item.

Once your request is approved, you will receive the return address and detailed shipping instructions.

Please consider that all shipping expenses for returning items remain the responsibility of the customer when items are returned for reasons not attributable to Serrel. However, Serrel will cover all shipping expenses when items are returned due to defects or wrong items being sent.

7. Applicable Law
This Return and Refund Policy is governed by consumer protection laws, including applicable federal and state regulations.

8. Contact
For any questions or concerns regarding returns or exchanges, please contact us at info@tryserrel.com