Refund policy

Returns & EU Right of Withdrawal

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To start a return, contact us at info@serae.eu with your order number and contact information. Returns must be sent to: Prossinkhof 31, Oldenzaal, 7571CJ , The Netherlands.

Items sent back to us without first requesting a return may not be accepted. We recommend using a tracked service when returning items.

Condition of returns

To be eligible for a return, your item must be returned in the condition you received it, with all parts included and in its original packaging. You may inspect the goods as you would in a physical shop. If the item has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may reduce your refund to reflect any diminished value.

Return shipping costs are paid by the customer.

Damages and issues

Please inspect your order upon receipt and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. This does not affect your statutory rights.

Exceptions / non-returnable items

Gift cards are non-refundable.

European Union 14-day cooling-off period

If you are a consumer in the European Union, you have the right to cancel or return your order within 14 days for any reason and without a justification. The 14-day period starts the day after you (or a person you nominate) receive the goods. After you notify us, you must send the goods back within 14 days.

Refunds

We will notify you once we’ve received and inspected your return. If approved, you’ll be refunded to your original payment method. We will issue the refund within 14 days of being informed of your refund, but we may withhold the refund until we have received the goods back or you have provided evidence that you have sent them. If you paid for shipping, we refund the cost of standard delivery (not any upgraded/express option).