Return & Refund Policy
Sereneam focuses on providing a pleasant and reassuring shopping experience for every pet owner shopping for pet outfits and accessories. We sincerely hope every piece of our pet apparel and accessories can bring joy to your lovely pets. If your purchase fails to meet your expectations, our professional customer support team will provide reasonable and effective solutions to solve your problems.
Return Eligibility & Guidelines
Wrong Item Delivery
In case you receive incorrect products that do not match your original order information, please contact our customer service within 7 calendar days after package delivery. Kindly send your order number and clear pictures of the received items to our official email: support@sereneam.com. We will complete the return arrangement and resend the correct pet clothes or accessories free of charge, with no additional fees incurred on your side.
Voluntary Returns (Personal Preference)
We support voluntary return applications initiated by customers within 14 days after delivery. All returned pet apparels and accessories must be kept in brand-new, unused condition with complete original packaging, tags and labels, ensuring they are resalable. For returns due to personal preference, all return shipping costs shall be borne by the customer.
Non-Returnable Items
The following types of pet clothing and accessories do not support return services:
- Products that have been worn, cleaned, altered, or damaged by pets
- Return applications submitted beyond the 14-day valid return period
- Products with missing or damaged original packaging, hang tags and labels
- Final-sale goods, clearance items and discounted promotional products
Refund Regulations
Lost Shipments
If the logistics carrier confirms that your package is lost during transportation, you can choose either a full refund or a free re-delivery of your ordered pet products. If your package tracking status remains unchanged for more than 15 business days after the estimated delivery date, you are welcome to reach out to our support team for assistance at any time.
Damaged or Defective Items Upon Receipt
If your pet clothes or accessories arrive damaged, defective or broken in transit, please submit a feedback email within 7 days after receiving the goods. Please attach detailed photos of the defective products and outer packaging for verification. We will promptly approve your full refund application or arrange a free product replacement, and there is no need for you to send back the damaged items.
All approved refunds will be processed within 5 to 10 business days and fully returned to your original payment account.
Product Exchange Service
We provide flexible exchange services for customers who need to replace product sizes, colors, or switch to other styles of pet apparel and accessories. All exchange requests must be submitted within 14 days after delivery. The items to be exchanged must be unused and kept with complete original packaging and accessories. After our team receives and inspects your returned package, we will arrange the shipment of replacement items immediately.
Return Shipping Address & Important Rules
Return Address: 5125 Schaefer Ave Chino, CA 91710 United States
Important Reminder: All return shipments must be pre-approved by our official customer support team. Any returns sent without prior authorization will not be accepted or processed by our team.
Contact Information
If you have any questions or consultation needs about returns, refunds and exchanges, please feel free to contact our customer service team.
Official Email: support@sereneam.com
Recommended Email Subject: Return Application – Order #[YOUR ORDER NUMBER]
Company Entity: Solara Technology Network Inc