Return and Refund Policy

Last updated: July 9, 2026

At Seranova, we want you to be satisfied with your purchase. Please review the following return and refund terms before submitting a request.

30-Day Return Window

You may request a return within 30 days of the date your order was delivered.

Return requests submitted more than 30 days after delivery may not be accepted.

Return Eligibility

To qualify for a return, the item must be:

• Unworn, unwashed, and unused

• In its original condition

• Returned with all original tags, labels, packaging, and accessories

• Free from stains, odors, deodorant marks, makeup, pet hair, or other signs of wear

• Accompanied by proof of purchase or an order number

Items that do not meet these conditions may be refused or returned to the customer without a refund.

Intimate Apparel and Hygiene Restrictions

For health and hygiene reasons, underwear, lingerie bottoms, bodysuits, shapewear, and other intimate garments must be returned unworn and with all hygiene seals, protective liners, tags, and packaging fully intact.

Intimate items are not eligible for return once a hygiene seal or protective liner has been removed, damaged, or altered.

We recommend trying on intimate apparel over your own clothing until you are certain that you wish to keep it.

Non-Returnable Items

The following items cannot be returned:

• Items marked as final sale

• Gift cards

• Items that have been worn, washed, used, altered, or damaged after delivery

• Intimate apparel with removed or damaged hygiene seals

• Items without their original tags or packaging

• Items returned more than 30 days after delivery

• Items purchased from a retailer or website other than Seranova

Starting a Return

To request a return, submit a message through the Contact page on our website.

Please include:

• Your full name

• Order number

• The item or items you want to return

• The reason for the return

• Photographs of the item, if it is damaged, defective, or incorrect

Returns must be approved before they are sent. Items returned without prior authorization may not be accepted.

After your request is approved, you will receive return instructions and the applicable return address.

Return Shipping

Unless the item arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable.

We recommend using a trackable shipping service and keeping your shipping receipt. Seranova is not responsible for returned packages that are lost, damaged, or delivered to an incorrect address.

Return shipping labels may be deducted from your refund when a prepaid label is provided.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If an item arrives damaged, defective, or different from what you ordered, contact us through the Contact page as soon as possible and include clear photographs of:

• The item

• The packaging

• The shipping label

• The damaged or incorrect area

Approved claims may qualify for a replacement, refund, or another appropriate resolution.

Damage caused by normal wear, improper use, washing, alteration, or failure to follow care instructions is not considered a product defect.

Refunds

After we receive and inspect your return, we will notify you whether the refund has been approved or denied.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow time for your bank, credit card company, or payment provider to process and post the refund. Processing times vary by financial institution and are outside of our control.

Shipping charges, return shipping fees, customs charges, duties, taxes, and other non-product fees are not refundable unless required by law or the return resulted from an error by Seranova.

Partial or Denied Refunds

A return may receive a partial refund or be denied when:

• The item shows signs of use or wear

• Tags, hygiene seals, protective liners, packaging, or accessories are missing

• The item is damaged for reasons unrelated to a manufacturing defect

• The return was sent after the 30-day return period

• The returned item is different from the item originally purchased

• The return does not otherwise comply with this policy

Exchanges

We do not guarantee direct exchanges.

To obtain a different size, color, or product, you may return an eligible item for a refund and place a new order.

Order Cancellations

Orders may only be cancelled before they have entered processing or fulfillment.

Once an order has been processed, packed, or shipped, it cannot be cancelled and must be handled under the regular return process.

Submitting a cancellation request does not guarantee that the order can be stopped.

Refused and Undeliverable Packages

Customers are responsible for providing a complete and accurate delivery address.

If an order is refused, unclaimed, or returned because of an incorrect or incomplete address, any shipping, return shipping, handling, customs, or carrier fees may be deducted from the refund.

International Returns

Customers returning orders internationally are responsible for return shipping, duties, taxes, customs charges, and any other fees associated with the return.

Seranova is not responsible for packages delayed, rejected, abandoned, or held by customs.

Promotional and Discounted Orders

Items purchased using a promotional offer may be returned only when they otherwise meet the requirements of this policy.

When a return causes the remaining order to no longer qualify for a promotion, bundle discount, free item, or minimum-purchase offer, the value of the promotion may be deducted from the refund.

Any free gifts included with the purchase must also be returned in unused condition. If they are not returned, their retail value may be deducted from the refund.

Chargebacks

Customers should contact us through the Contact page before opening a payment dispute or chargeback so that we have an opportunity to review and resolve the issue.

Submitting a false or fraudulent chargeback may result in the suspension of future purchases and the submission of relevant order, delivery, and communication records to the payment provider.

Contact Us

For return, refund, damaged-item, or order-related questions, submit a request through the Contact page available on our website.

Please include your order number and a clear description of the issue so that we can assist you.