Refund policy

Our customers are backed by our 30 day money back guarantee from the date of delivery (you receiving the product) to request a return. To be eligible for a full refund, your item in the same condition that you received it (used but not soiled or damaged), with the original packaging. We value our customers' best shopping experience, we look at returns on a case by case basis and will try our very best for your satisfaction.

Please contact us at support@sereneisland.com.au to initiate a return process, our friendly customer service team will communicate with you to collect some detail and you will be sent a return shipping label, as well as instructions on how to send your return package. Items sent back to us without first requesting a return will not be accepted. Please note to always include your order number to avoid email being filtered.

*Return Cost

When returning your order, we kindly ask that you place the items securely in its original packaging so that postage cost can be accurately calculated in the prepaid label. If the return package ends up exceeding standard dimensions due to alternative wrapping, additional postage charges will not be covered under our return policy and will be settled from the customer's end when processing the refund. 

Exchanges

If you need to exchange an item for a different size, color, or product, please contact us at support@sereneisland.com.au within 30 days of receiving your order. We will provide you with instructions on how to return your item for an exchange. Please note that exchanges may be subject to product availability.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@sereneisland.com.au with your order number and a photo of the damaged or defective product. We will arrange for a replacement order to be sent at no additional cost on you.

Non-Returnable Items

Certain items are non-returnable for hygiene reasons, including pillowcases that have been heavily used, washed, or are not in their original condition. Please ensure the item meets our return eligibility before posting. We will try our best to proceed you with a full refund but this will be assessed on a case by case basis.

Refunds

We will notify you once we’ve received and inspected your return, and let you know when we are working on your case. You’ll be automatically refunded on your original payment method once approved. Please remember it can take some time for your bank or credit card company to process and post the refund.