Returns & Refunds
30-Day Money-Back Guarantee for Any Reason
Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product will be considered a bulk order.）Once the returned item arrives back in Serenetoys’s warehouse for inspection, the refund process will begin.
- Returns must include all accessories ( When returning products purchased in the "Buy One, Get One for $0.99" promotion, you must return both products. If you only return one product, the refund amount will be the amount paid minus the MSRP of the $0.99 product. )
- Items must include original packaging
- For non-quality related warranty claims, buyer is responsible for shipping costs
- For non-quality related warranty claims, Serenetoys refunds the cost of the product itself
- Returns may be rejected if items do not meet the above requirements
Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through Serenetoys' online stores, please contact retailers for refunds. For quality-related issues, please see below.
How do I return an item?
1. Please reach out to Serenetoys customer support to initiate a return. Please state the reason for return and provide an invoice or screenshot to confirm the order number.
2. Serenetoys support will share the corresponding return address with you within 24 working hours.
3. For the refund to be processed in a timely manner, please be sure to send a return notification to Serenetoys with the following information:
- Name of the courier
- Tracking number
How long does it take to get a refund?
Refunds will be issued once the item arrives at our warehouse. The refund will be credited back using the same method as when your initial order was made. Processing time typically takes 3-5 working days.
Warranty Claims for Quality-Related Issues
For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. In situations where a replacement is not an available or preferred option, Serenetoys will offer a partial refund according to the usage time of the device.
Warranties on all replacements follow the same warranty timeframe of the original defective item. Warranties on products are void after having been fully refunded.
Process:
- Buyer must provide sufficient proof of purchase
- Serenetoys must document what happens when buyers troubleshoot the product
- The defective item’s serial number and/or visible proof depicting the defect are required
- It may be necessary to return an item for quality inspection
- For defective items that Serenetoys needs to have returned, warranties on those replacements are voided if the wrong item is returned to Serenetoys or if the defective item is not returned.
Valid proof of purchase:
- Order number from online purchases made through Serenetoys
Warranty claims for product defects expire 30 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 30-day warranty claim request period, whichever is longer.
Shipping costs must be covered by buyer in the following situations:
- Returning products for any reason other than a proven defect
- Buyer’s accidental returns
- Returning personal items
- Returning items claimed to have defects but found by Serenetoys quality control to be in working condition
- Returning defective items in international shipping
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
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