Refund and returns
At Seren Milano, we strive to provide a seamless shopping experience and ensure customer satisfaction with every purchase. Every product is carefully quality-checked before dispatch to maintain the highest standards of craftsmanship and finishing.
Please read the following policy carefully before placing an order.
1. Eligibility for Returns:
- Returns are accepted within 7 days of delivery. The return request must be initiated within 7 days from the date of receiving the product.
Products must be:
- Unused
- Unwashed
- Unaltered
- In original condition
- Returned with all original tags, labels, invoices, and packaging intact.
- Products showing signs of use, stains, perfume, washing, damage, alteration, or missing tags will not be eligible for return.
The following categories are strictly non-returnable and non-refundable:
- Customized or made-to-order products
- Sale, discounted, promotional, or clearance products
- Gift cards (if applicable)
2. Exchange Policy
- Exchanges are accepted within 3 days of delivery.
- Exchanges are applicable only for size-related issues.
No exchanges will be accepted for:
- Design preference
- Color preference
- Change of mind
- Minor irregularities inherent to handcrafted or printed fabrics
- Products must be returned in perfect condition with original tags and packaging intact.
- Seren Milano reserves the right to reject an exchange request if the product is found used, washed, damaged, altered, or without original tags.
- Exchange is permitted only once per order and is subject to product availability.
No returns or exchanges will be offered on products purchased during sale, promotional offers, discount periods, or clearance sales.
3. Return & Exchange Process
Step 1: Raise a Request
To initiate a return or exchange request, contact us at: connect@serenmilano.com
Please include:
- Order number
- Reason for return/exchange
- Supporting images/videos (if applicable)
Step 2: Approval & Pickup
Once approved:
- We will arrange a pickup service where available, or
- Customers may be requested to self-ship the product to the address provided by our support team.
Step 3: Quality Inspection
All returned products undergo a quality inspection upon receipt.
Step 4: Refund / Exchange Processing
After successful inspection approval:
- Exchange orders will be processed, or
- Refund/store credit will be initiated as applicable.
4. Refund Policy
- Refunds will be processed to the original payment method used during purchase.
- Refunds may take approximately 7–10 business days to reflect in your account, depending on your bank or payment provider.
- A standard shipping fee of ₹100 is non-refundable in case of returns for both prepaid and Cash on Delivery (COD) orders.
- Original shipping charges, COD charges, duties, taxes, and convenience fees are non-refundable unless the return is due to an error from Seren Milano.
- For Cash on Delivery (COD) orders:
- Refunds will be processed only via bank transfer or store credit.
- Customers must provide valid bank account details.
- Refunds via UPI wallets or cash are not acceptable under any circumstances.
5. Damaged, Defective, or Incorrect Products
At Seren Milano, every product undergoes strict quality checks (QC) before dispatch to ensure the highest standards of quality and finishing. All orders are carefully inspected, packed, and documented under video surveillance/recording during the packaging process.
As all products are thoroughly checked prior to shipment, the chances of receiving a damaged or defective product are extremely minimal.
Customers are strongly advised to record a clear unpackaging/opening video immediately upon receiving the parcel. The video must:
- Start before opening the package
- Clearly show the package condition and shipping label
- Capture the complete unboxing process without cuts or edits
This unpackaging video is mandatory for any claims related to:
- Damaged products
- Missing items
- Incorrect products
- Manufacturing defects
Claims raised without a proper unpackaging video may not be eligible for refund, replacement, or exchange approval.
Please note:
- Damages caused after delivery due to ironing, washing, mishandling, alteration, improper storage, accidental tearing, or customer handling will not be considered manufacturing defects.
- Seren Milano reserves the right to reject claims where the damage appears customer-induced after delivery.
If you still receive a damaged, defective, or incorrect item:
- Notify us within 24 hours of delivery
- Share clear images/videos along with the unpackaging video
Upon verification, we will arrange:
- A replacement, or
- A full refund/store credit at no additional cost.
6. Late or Missing Refunds
If your refund has not been received:
- Please check with your bank or payment provider first.
- Processing delays may occur depending on banking channels.
- If the issue persists, contact us at: 📧 9119163930 or drop a mail at connect@serenmilano.com
7. Order Cancellation Policy
- Orders can be cancelled within 24 hours of placement, provided the order has not already been shipped or processed.
- Once shipped, orders cannot be cancelled.
- Customers may still request a return after delivery, subject to eligibility conditions.
8. Customized Products Policy
All customized or made-to-measure products are specially manufactured according to customer-provided measurements and requirements.
Therefore:
- Customized orders cannot be cancelled, returned, exchanged, or refunded under any circumstances once confirmed.
- Seren Milano shall not be responsible for fitting issues arising from incorrect measurements shared by the customer.
9. RTO (Return to Origin) Policy
- If an order is returned back to us due to failed delivery attempts, incorrect address, customer unavailability, refusal to accept the order, or any customer-related reason, it will be considered an RTO (Return to Origin) order.
- If the customer wishes to have the order re-shipped, an additional shipping and handling fee of ₹200 must be paid in advance.
- Seren Milano reserves the right to cancel the order after deducting applicable shipping, handling, and RTO charges.
- Re-shipping of RTO orders will only be processed after successful payment of the applicable charges.
10. Important Notes
- Slight variations in color, print placement, embroidery, texture, weaving, or handcrafted detailing are natural characteristics of artisanal and handcrafted products and should not be considered defects.
- Product colors may slightly vary due to lighting, photography, or screen resolution differences.
- All products are dispatched only after passing internal quality checks and packaging verification procedures.
- Seren Milano reserves the right to refuse returns, refunds, or exchanges that do not meet the policy conditions.
- Policy terms may be updated or modified without prior notice.
11. Contact Us
For any assistance regarding returns, exchanges, refunds, cancellations, or order-related concerns: 📧 9119163930 or drop a mail at connect@serenmilano.com
Thank you for shopping with Seren Milano.
