Refund policy

Clear next steps if something is wrong with your order.

Our return policy

We do not accept returns or exchanges for non-quality reasons, such as a change of mind, a preferred different color or style, or a size preference when the stated measurements were correct. Please review the photographs, dimensions, materials and included attachments before ordering.

If a piece has a quality problem, arrives damaged, is incorrect, or differs materially from its description, contact the studio for a return, replacement or refund assessment. These issues are handled separately from a change-of-mind request.

How to get help

Email info@sereneargent.com with your order number, the affected piece and a description of the problem. Photographs of the item and packaging, where possible, help us assess damage or a defect. Keep the item, packaging and any shipping label while we review the issue.

Please contact us promptly after noticing a problem. We do not impose a short photo-submission deadline that removes your mandatory rights. If you cannot provide photographs, explain the issue and we will discuss another way to assess it.

Quality problems, damage or incorrect items

For a confirmed defect, damage in transit, an incorrect item or a material mismatch with the description, we will arrange an appropriate replacement, return or refund. We cover reasonable return shipping when we require a return for a confirmed problem; follow our instructions before paying for return postage.

A replacement is subject to availability. If a suitable replacement is unavailable, or a refund is the appropriate remedy, the refund goes back to the original payment method. We do not require you to accept store credit instead of a refund to which you are entitled.

Return instructions

Do not send a parcel to our business correspondence address or the address on the shipping label without instructions. If a return is needed, we will provide the correct destination and packing/shipping instructions by email. Return destinations can differ from the dispatch location.

Pack the piece securely with its included attachments. We will not use return-condition requirements to refuse a remedy for the defect or damage being reported.

Refund processing

After receiving a required return, we will inspect it and tell you the outcome. Approved return refunds are processed to the original payment method within 10 business days of receipt and assessment. If no return is required, we will explain when the approved refund is initiated.

Your bank or payment provider can take additional time to post a refund. If an approved refund is still missing after 15 business days, contact us so we can check its status. For a confirmed seller error, defect or non-delivery, we will refund the affected goods and applicable original delivery charges as required; standard US shipping has no separate charge.

Cancellations and order changes

Routine cancellations are not accepted. Contact us immediately if there is an order error; we will check whether a correction is still possible. This does not remove cancellation or refund rights that apply by law, including when we cannot dispatch within the agreed time and you do not accept a delay.

Custom work

New custom orders are currently paused. Images of past bespoke work are shown for inspiration and do not mean a custom-order service is currently available.

Existing orders and your legal rights

The terms presented when an order was placed continue to apply to that order; a later policy change does not retrospectively remove a promised return right. Purchases made through another marketplace are handled under the terms for that purchase.

Nothing in this policy excludes mandatory consumer rights. If a statutory cooling-off or withdrawal right applies to your order, including an applicable EU or UK withdrawal right, it remains available subject to its legal conditions. Genuine defects and materially incorrect descriptions are not excused as natural leather variation.

Contact the studio

info@sereneargent.com

For an existing order, include your order number and the email used at checkout. Do not send payment card details or passwords.