Returns, Exchanges & Refund Policy

1. Eligibility for Returns & Exchanges

To qualify for a full return or exchange, items must satisfy the following conditions:

• The product must be unused, unwashed, and in its original pristine condition.
• All original packaging, product fabric pouches, tags, and inserts must be intact.
• Hygiene note: Due to intimate home linen hygiene standards, bedding or towels that have been laundered, used, or stained cannot be accepted for return.

2. Damaged, Defective or Incorrect Items

We maintain strict quality control at our Mohali manufacturing facility. If you receive an item with a defect, fabric flaw, or incorrect size/color:

• Notify us within 48 hours of delivery at support@serenelivings.in with your Order ID and photos of the defect.
• We will arrange a priority doorstep replacement at zero additional cost to you.

3. How to Initiate a Return or Exchange

1. Submit Request: Send an email to support@serenelivings.in with your Order ID, reason for return, and photos of the product and packaging.
2. Doorstep Pickup: Once authorized, our courier partner will arrive at your address to pick up the item (reverse logistics via Shiprocket).
3. Inspection: Once received at our Mohali facility, our quality team inspects the item within 48 hours.
4. Refund/Replacement: Your replacement or refund is triggered immediately upon passing inspection.

4. Refund Modes & Timelines

• Prepaid Orders (Cards, Net Banking, UPI): Refunds are processed back to the original payment source through Razorpay. Credited in 5 to 7 business days.
• Cash on Delivery (COD) Orders: Refunds are transferred via direct Bank Transfer (NEFT/IMPS) or UPI ID. Our team will request your payout details via secure email. (Note: The ₹99 courier handling fee is non-refundable).

5. Order Cancellation

You can request an order cancellation before the product has been dispatched by emailing us. Once a shipping AWB is generated, orders cannot be cancelled in transit and must follow the standard return process upon arrival.