Refund policy

Last Updated: August 2026

At Serein, every care box is thoughtfully curated and, in many cases, personalized specifically for the recipient. Because of the custom nature of our products, we have a limited return policy.

Personalized Care Boxes

All personalized Serein care boxes are final sale and cannot be returned or exchanged.

This includes any order that has been curated based on information provided through our personalization questionnaire or includes custom selections, notes, or gift messages.

Non-Personalized Products

If we offer non-personalized products in the future, they may be eligible for return within 14 days of delivery, provided they are:

Unused
Unopened
In their original packaging
In resalable condition

Customers are responsible for return shipping costs unless the return is due to our error.

Damaged or Incorrect Orders

We want every Serein experience to feel special.

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at support@shopserein.co.

Please include:

Your order number
A description of the issue
Clear photos of the damaged or incorrect items and packaging

If the issue is verified, we will gladly replace the affected item(s) or provide another appropriate resolution at no additional cost.

Lost Packages

Once an order has been handed to the shipping carrier, delivery is outside of our control.

If your package appears to be lost:

Please first check with household members, neighbors, and your local carrier.
If you still cannot locate your package, contact us and we'll do our best to help investigate.

Serein is not responsible for packages marked as delivered by the shipping carrier but reported as missing.

Order Changes & Cancellations

Because orders begin the personalization process quickly, requests to cancel or modify an order must be submitted within 24 hours of purchase.

After this window, we cannot guarantee changes or cancellations.

Refunds

If a refund is approved due to a verified issue, it will be issued to the original payment method within 5–10 business days, depending on your financial institution.

Shipping charges are non-refundable unless the return is the result of our error.