Refund policy

Last updated: 02/23/2026
We want to provide a clear and transparent shopping experience. On this page, you’ll find all the information related to cancellations, returns, and refunds.
30-Day Returns
From the date your order is delivered, subject to the conditions below
Return Shipping
Return shipping costs are the customer’s responsibility unless the item is defective or incorrect
Refund Processing
Refunds are processed after the return is received and inspected
Return Policy – Serena Roma
At Serena Roma, we’re committed to providing a clear, reliable, and transparent shopping experience. If you need to return an item or request a refund, please read the conditions below carefully.
Important: Return shipping is not free and is the responsibility of the customer unless otherwise required by law or the item was received damaged, defective, or incorrect.
Returns – Can I return my order?
Yes. You may request a return within 30 days of receiving your order.
If the item you received does not meet your expectations, you may start a return request as long as the conditions in this policy are met.
Return Conditions
  • Item must be in good condition: the item must be returned with all parts, accessories, and, whenever possible, the original packaging.
  • Limited use only: the product may be inspected, but it must not show obvious signs of wear, damage, or alteration.
  • Non-returnable items: for hygiene, safety, or consumer protection reasons, certain items may not be eligible for return if opened or used.
  • Damaged or defective items: if your item arrives damaged or defective, please contact us as soon as possible so we can assist you.
  • Return shipping costs: return shipping is the customer’s responsibility unless otherwise required by law or confirmed by our support team.
  • Return inspection: returns are inspected within 7 business days after they arrive at the designated return facility.
How to Start a Return
1) Contact Customer Support
To start a return request, email our support team at info@shopserenaroma.com.
2) Include the required information
  • Order number
  • Reason for the return
  • Photos of the product, if it is damaged or defective
  • Full name
  • Full address
3) Wait for authorization
We will provide the correct return instructions and the address where the item should be sent. Please do not ship your return before receiving confirmation from our team.
4) Ship the return
Return shipping costs are the responsibility of the customer. We strongly recommend using a trackable shipping service so the package can be monitored during transit.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Orders may only be canceled before they have been processed or shipped. Once an order has entered processing or has been handed over to the carrier, it may no longer be eligible for cancellation and will need to follow the standard return procedure after delivery.
Refused or Unclaimed Deliveries
If a delivery is refused or a package is not claimed, actual shipping and logistics costs may be deducted from the refund amount.
If the carrier charges us for the return handling of the shipment, those charges may also be deducted from the amount refunded.
Orders Already in Transit
Once an order has been processed and handed over to the shipping carrier, it cannot be canceled immediately.
If you still wish to return the order after it has shipped, you will need to wait until it is delivered and then follow the normal return process.
Refunds
Once your return is received and inspected, your refund will be processed to the original payment method used for the purchase, unless otherwise agreed.
Please allow up to 7 business days for the refund to be processed after the returned item is received and approved.
Note: A refund may be delayed until the returned item has been received and inspected, or until valid proof of return shipment is provided, where applicable.
Customer Support
If you have any questions about cancellations, returns, or refunds, you can contact us anytime at: info@shopserenaroma.com
Our team will be happy to assist you as quickly as possible.
Last updated: 02/23/2026
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