Return & Refund Policy
Serencovia is operated by Shanghai Zhuowei Wangxuan E-Commerce Co., Ltd.
At Serencovia, we want every customer to have a smooth, transparent, and reliable shopping experience.
This Return & Refund Policy explains our requirements and procedures for order cancellations, returns, and refunds.
❌ Order Cancellation
Cancellation requests may be accepted before an order has been shipped or entered the fulfillment process.
If your cancellation request is approved, we will issue a full refund to your original payment method.
Once an order has been shipped or fulfillment has started, cancellation requests may no longer be accepted.
📦 Return Eligibility
We accept eligible return requests submitted within:
14 calendar days after delivery
To be eligible for a return, the product must meet the following conditions:
- The item must be unused and in its original condition;
- The original packaging and accessories must be included;
- Valid proof of purchase or order confirmation must be provided.
Personalized or customized products may be subject to additional return restrictions where applicable. Any such restrictions will be clearly communicated before or at the time of purchase.
Please do not return products directly to the manufacturer.
📝 How to Request a Return
Before returning any product, please contact our customer support team and provide:
- Your order number;
- The item you wish to return;
- The reason for the return;
- Photos or videos where relevant, particularly for damaged, defective, or incorrect items.
Our customer support team will review your request and provide the appropriate return instructions and return address.
Please do not send a return to our business registration address unless specifically instructed by our customer support team.
🚚 Return Shipping Costs
For preference-based returns, such as ordering the wrong item or changing your mind, customers are responsible for the applicable return shipping costs.
If you receive an incorrect, defective, damaged, or materially different item due to our error, we will provide an appropriate replacement, refund, or return solution at no additional cost to you.
Before returning any product, please contact our customer support team to receive return instructions and the correct return address.
💳 Refund Process
After we receive your returned product, our team will inspect the item and review the return request.
Once the inspection is completed, we will send you an email notification regarding the approval status of your refund.
If approved, the refund will be issued to your original payment method.
Approved refunds are generally processed within 5–10 business days after the returned item has been received and inspected.
The time required for the refunded amount to appear in your account may vary depending on your payment provider, bank, or financial institution.
⏳ Delayed or Missing Refunds
If you have not received your refund after the applicable processing period, please:
- Check your bank account or payment account again;
- Contact your payment provider to confirm whether the refund is still processing;
- Contact your bank or financial institution if necessary.
If you have completed these steps and your refund is still unavailable, please contact our customer support team:
Email:
service@serencovia.com
Please include your order number and relevant refund information so that we can assist you efficiently.
📩 Contact Us
For return requests, refund questions, or additional assistance, please contact:
Customer Support Email:
service@serencovia.com
Brand:
Serencovia
Legal Company Name:
Shanghai Zhuowei Wangxuan E-Commerce Co., Ltd.
Business Address:
Room 2106, Zone Z, 2/F, Building 2,
No.715 Yingshun Road,
Qingpu District, Shanghai, China
Our customer support team will provide guidance and help resolve your request.