Refund policy

Refund & Return Policy

At Serapheva, we are committed to customer satisfaction and stand behind the quality of our products. Please review our policy carefully before making a purchase.

Return Eligibility

We offer a 14-day return policy from the date of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in the same condition as received

  • The item must be in its original packaging with tags

  • Proof of purchase (receipt or order confirmation) is required

To initiate a return, you must contact us first at contact@Serapheva.com.

Returns sent without prior approval will not be accepted.

Return Process

To start a return request, contact us at contact@Serapheva.com with your order number and reason for return.

If your return is approved:

  • You will receive instructions on how and where to send your package

  • A return shipping label may be provided if applicable

Return Address:
100 Avenue du Flandre, 75015 Paris, France

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive a defective, damaged, or incorrect item, you must contact us within 48 hours of delivery at contact@Serapheva.com.

Your request must include:

  • Clear photo or video evidence of the issue

Claims submitted without evidence or after 48 hours may not be eligible for a refund or replacement.

We reserve the right to assess each claim before approving a resolution.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If approved:

  • Refunds are issued to the original payment method within 10 business days

  • Processing times may vary depending on your bank or card provider

If more than 15 business days have passed since approval, please contact us.

Exchanges

To exchange an item, please return the original product following the return process and place a new order.

Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (food, flowers, plants)

  • Custom or personalized items

  • Personal care goods (beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

European Union 14-Day Cooling-Off Period

For orders shipped within the European Union, you have the right to cancel or return your order within 14 days without justification.

Items must still meet all return conditions (unused, original packaging, proof of purchase).

Shipping Policy

Order Processing:
Orders are processed within 2 to 4 business days (excluding weekends and holidays).

Shipping Confirmation:
You will receive a confirmation email with tracking information once your order has been shipped.

Tracking numbers may take up to 48 hours to become active.

Shipping Issues

If your package is delayed, lost, or marked as delivered but not received, you must contact us within 7 days of the estimated delivery date.

We will assist you in resolving the issue with the carrier.

Chargebacks & Disputes

Customers must contact us at contact@Serapheva.com before initiating any chargeback or dispute with their bank or payment provider.

We are committed to resolving all issues quickly and fairly.

Failure to contact us before filing a dispute may be considered a violation of this policy.

In such cases, we reserve the right to submit evidence including:

  • Proof of delivery

  • Tracking confirmation

  • Records of no prior communication

This may result in the dispute being resolved in our favor.

Contact Information

For any questions or support requests, please contact us at:
contact@Serapheva.com

We aim to respond within 24–48 business hours.