Refund policy
At our company, we strive to ensure your complete satisfaction with every purchase. If for any reason you are unsatisfied with a product, please reach out to our customer service team at info@sereneluminaire.com. Our representatives will guide you through the necessary steps to initiate a return, provided that the item qualifies for our return policy.
We offer a 30-day return window, which means you have 30 days from the date of receiving your order to request a refund. Any refund requests made after the 30-day period will unfortunately not be accepted.
Our product range is divided into two categories: General and Customized. The eligibility criteria for returns differ based on the category of the product you have ordered.
Important Points:
- Only the original purchaser can initiate a return.
- You must return the item to us in order to receive a refund or replacement.
- Unauthorized returns without prior approval will not be eligible for a refund.
- For any refund-related inquiries, please contact us at info@sereneluminaire.com.
General Returns
If you have received a product that does not meet your expectations or no longer suits your needs, you may initiate a return within 30 days of delivery.
Please note that all returned items must be in brand-new condition, with original tags and packaging intact, uninstalled, unassembled, and unused.
You will be responsible for all return shipping costs for non-defective items.
We strongly recommend using a shipping method that provides tracking information. We cannot process refunds for general returns that are lost in transit or fail to reach our facility.
Additionally, a 15% restocking fee may be deducted from your refund amount. This fee applies to all general returns.
Return Requirements:
The following items are ineligible for return: installed or modified, customized or made to order, shades, bulbs or accessories purchased individually, final sale, last call, open box, and not in original package including outside box and all packing material.
Return Requirements:
- Received within 30 days from the date of delivery
- Packed in their original cartons complete with all parts and original packing materials
The following items are ineligible for return:
- Installed or modified
- Customized or made to order
- Shades, bulbs or accessories purchased individually
- Final Sale
- Last Call
- Holiday Sale
- Not in original package including outside box and all packing material
Returns for Damages & Issues
To qualify for a refund or replacement, your item must be defective, damaged, or incorrect upon arrival. Eligibility criteria:
- Incorrect item received
- Missing parts
- Item is damaged
Please do not discard the item or its packaging.
We recommend inspecting your order upon receipt and contacting us immediately if there are any issues, so we can address the matter promptly.
Restocking Fees (Retail & Trade Customers)
All returns are subject to a 15% restocking fee and return shipping. You will receive an email confirming the amount of your refund once the merchandise has safely reached our warehouse.
ORDER CANCELLATIONS
Order cancellation requests must be made within 48 hours of placing the order.
We will make every effort to accommodate your request if it falls within the designated 48-hour window and issue a full refund to your original payment method.
However, if your order has already shipped or is in the process of shipping, it will no longer be eligible for cancellation, and our standard return policy will apply.
Customized Orders
A "Customized item" or "Customized order" refers to any product that is specifically produced upon request or was not immediately available for shipment from existing inventory at the time of purchase.
Customized items may be labeled as such on the product page or may be products that have been tailored to your specific requirements, even if not explicitly advertised as customized.
Customized orders are considered final sale and cannot be returned or refunded. This includes inspired products, which are made to order and therefore ineligible for return or refund due to their customized nature.
Before purchasing a customized item, we encourage you to contact us at
A "Customized item" or "Customized order" refers to any product that is specifically produced upon request or was not immediately available for shipment from existing inventory at the time of purchase.
Customized items may be labeled as such on the product page or may be products that have been tailored to your specific requirements, even if not explicitly advertised as customized.
Customized orders are considered final sale and cannot be returned or refunded. This includes inspired products, which are made to order and therefore ineligible for return or refund due to their customized nature.
Before purchasing a customized item, we encourage you to contact us at info@sereneluminaire.com to discuss your order requirements and any other inquiries. We will also provide you with a customized order payment link.
Damages & Issues
For defective or faulty customized items, we may take the following actions as necessary:
- Replace your item
- Exchange your item
- Send replacement parts
- Activate the manufacturer's warranty
Full payment is required for custom orders upfront.
Please note that the production and delivery times provided are estimates and subject to change.
Cancellations & Modifications Once a customized order is submitted, we cannot guarantee that any requested modifications can be accommodated. Additional charges may apply for any production changes.
If production has already commenced, all production costs have been incurred, rendering cancellation impossible and precluding any possibility of a refund for the customized order.
Note: Do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.