Refund & Return Policy

Refund & Return Policy – Serafina Luxe

Introduction
This policy follows EU consumer rules and explains when returns, refunds and replacements are accepted. Most items can be returned within 14 days if they are unused and in original condition. Some product types fall under hygiene or food-safety exceptions and cannot be returned. By placing an order, you agree to the terms below.

Your 14-Day EU Return Right
Eligible items can be returned within 14 days of delivery. Items must be unused, undamaged and in their original condition and packaging. You must contact us within the 14-day period before sending anything back. Returns made after this period cannot be accepted.

Silver Jewelry
Jewelry such as earrings, rings, bracelets and necklaces is considered hygiene-sensitive under EU law. Opened or tried-on jewelry cannot be returned. Only sealed and unused jewelry in its original packaging can be returned within 14 days. Returns are not accepted for opened or used jewelry.

Bags, Wallets and Accessories
These items follow the standard EU return rules and may be returned within 14 days as long as they are unused and in original condition. Custom-made or personalized items cannot be returned.

Decorative Items, Stones and Home Décor
These products can be returned within 14 days unless they are custom-made. If an item arrives broken or defective, we will replace it or provide a refund. Handmade or natural material variations are not considered defects.

Wooden Products
Wooden items may have natural differences in color and grain. These are not defects. Unused wooden items can be returned within 14 days. Natural variations are not accepted as a reason for return.

Ceramics
Ceramic items can be returned within 14 days if unused. Any item damaged during shipping will be refunded or replaced. Handmade variations are normal and not considered defects unless noted otherwise.

Peshtemals & Textile Products
Textile items must be unused and unwashed to qualify for a return. Washed, worn or damaged textiles cannot be returned. Returns are accepted within 14 days for unused and unwashed textiles.

Dry Foods (Dried Fruits, Nuts, Turkish Delight and Similar Products)
Food products fall under EU hygiene and safety rules. Opened food items cannot be returned under any circumstances. Because food products are exempt from the 14-day withdrawal rule, returns for this category are not required. Returns are not accepted for opened food products. Sealed and unopened food items may be reviewed case by case.

Non-Returnable Items
The following cannot be returned: opened jewelry, opened or exposed food items, washed textiles, custom-made items and products damaged through misuse or improper handling.

Damaged or Incorrect Items
If an item arrives damaged, incorrect or incomplete, please contact us as soon as possible with clear photos. We will arrange a replacement or refund in line with EU consumer rights.

Refund Process
Refunds are issued after the returned item is received and inspected. Refunds are sent to the original payment method within 14 days of receiving the returned item or proof of shipment. Bank processing times may vary.

Return Shipping Costs
If the return is due to change of mind, the customer is responsible for return shipping costs. If an item arrived damaged or incorrect, Serafina Luxe covers the return shipping.

Wholesale Orders (B2B)
Wholesale orders often involve larger quantities or gift-ready packaging. For this reason, most wholesale items cannot be returned unless they arrive damaged or with a clear manufacturing defect. Returns are not accepted for wholesale orders unless there is a proven defect.

EU Legal Guarantee
All products sold in the EU include a two-year legal guarantee that covers manufacturing defects or products that do not match their description. This does not cover misuse, accidental damage, normal wear, washing damage or spoilage after delivery.

Contact Us
For return or refund questions, please contact us through the support email or the contact form on our website. We will assist you as quickly as possible.