Refund Policy

Last updated: June 14, 2026

1. Return window

Seraphina Maison accepts return requests within 30 days after delivery for eligible items. To be eligible, items must be unworn, unwashed, unused, unaltered, free from stains, odors, pet hair, cosmetics, deodorant marks, or damage, and returned with original tags, packaging, accessories, and proof of purchase where applicable.

2. How to request a return

Before sending any item back, contact SeraphinaMaison@outlook.com with your order number, item name, reason for return, and photos if the item is damaged, defective, incorrect, or not as described. We will review the request and provide return instructions when eligible. Items returned without prior authorization may be delayed, refused, or returned to the sender.

3. Items that may not be eligible

Items may be ineligible for return if they are worn, washed, altered, damaged after delivery, missing tags or packaging, marked final sale, purchased as a gift card, hygiene-sensitive where applicable, customized, or returned outside the 30-day window. This does not limit any non-waivable rights you may have under applicable consumer protection laws.

4. Size and fit returns

For size or fit concerns, please compare the item with the size chart and product description before requesting a return. Fit preferences vary by customer and garment style. Eligible size or fit returns must still meet the condition requirements above.

5. Damaged, defective, or incorrect items

If you receive a damaged, defective, or incorrect item, contact us promptly at SeraphinaMaison@outlook.com with your order number, photos of the item, packaging, shipping label, and a description of the issue. Please keep the item and packaging until the case is resolved. We may offer replacement, repair, refund, store credit, or another appropriate remedy depending on the situation and applicable law.

6. Return shipping

Return shipping instructions will be provided after approval. Unless the return is caused by our confirmed error, product defect, or incorrect shipment, the customer may be responsible for return shipping costs. We do not charge a separate restocking fee unless a future product-specific policy clearly states otherwise before purchase.

7. Inspection and refund timing

After a returned item is received, we will inspect it for eligibility. If approved, refunds are issued to the original payment method where possible. Processing times may vary depending on payment providers and banks. If a return fails inspection, we may refuse the refund or contact you about available options.

8. Shipping charges, duties, and fees

Original shipping charges, customs duties, taxes, brokerage fees, and other third-party charges may be non-refundable unless required by law or unless the return is caused by our confirmed error. Customers are responsible for any import charges or fees charged by local authorities unless checkout or law states otherwise.

9. Exchanges

Direct exchanges may not always be available because inventory changes quickly. When exchange service is not available, you may return an eligible item according to this policy and place a new order for the desired item.

10. Cancellations

If you need to cancel an order, contact us as soon as possible. We cannot guarantee cancellation after an order enters processing, packing, or shipment. If cancellation is not possible, you may request a return after delivery if the item is eligible.

11. Contact

For returns and refunds, contact SeraphinaMaison@outlook.com or 13588316880. Business address: Room 601, Building 2, No. 227 Xinsi Road, Donghu Street, Linping District, Hangzhou, Zhejiang, China.