Refund policy

Exchanges and Returns Policy

At Serena, we want to ensure you are completely satisfied with your purchase. We accept exchanges or returns of items purchased online, provided the conditions set out below are met, in accordance with the Portuguese legislation in force (Decree-Law No. 24/2014, of 14 February).

Deadline for exchanges or returns

The customer has a maximum of 30 days from receipt of the order to request an exchange or return of an item. Serena commercially extends the legal period of 14 days to 30 days, offering greater flexibility to its customers.

How to start an exchange or return

The process consists of three steps:

Step 1 — Request the official form

To start the process, the customer must contact Serena by email at geral@serena-fashion.com, stating:

- Subject: "Return Request — Order #SF[number]"

- Order number

- Email used for the purchase

- General reason for the return

Our team will reply within 24 business hours with the link to the official return form.

Step 2 — Completing the form

The official form collects detailed information about the order, its receipt, the reason for the return, the condition of the item and photographic evidence in line with the specified technical requirements. Completing it takes approximately 15 to 20 minutes.

A rigorous assessment of each case requires complete and accurate information. Requests with incomplete or inconsistent information will be rejected.

Step 3 — Validation and sending the item

Once the completed form has been received, the Serena team will review the request within 72 business hours. The customer will be notified of the decision by email:

- Approved: return address, RMA number and shipping instructions

- Rejected: detailed justification of the decision

- Pending: request for additional information

The item should only be sent after approval has been received by email.

Conditions of acceptance

Items will only be accepted for exchange or return if they meet the following conditions:

a) No signs of use, washing, perfume, make-up or any kind of damage;

b) Original tags intact, including the price and composition labels;

c) With the original packaging and all other items sent with the order;

d) In perfect condition for resale.

Serena reserves the right to refuse exchanges or returns if the items do not meet these conditions following manual inspection at its premises.

Shipping costs

Shipping costs associated with exchanges or returns made at the customer's discretion, including change of mind or size exchanges, are the responsibility of the customer.

In the case of a defective item, shipping error or non-conformity of the product, return costs will be borne by Serena, after validation of the reported situation.

Sending the return

Returns must be sent by registered post with tracking to the following address:

Serena Fashion — Returns

Rua do Soito, n.º 46

3350-105 Vila Nova de Poiares

Coimbra

The RMA number provided by email must be written on the outside of the package. Packages received without a visible RMA will be returned to the sender.

The customer has 7 days after approval to send the item. Once sent, the tracking code must be communicated by email to geral@serena-fashion.com.

Refund

Once the item has been received at Serena's premises, it will be manually inspected within 3 to 5 business days. Once the item's conformity with what was declared in the form has been validated, the refund will be processed within the maximum applicable legal period.

The refund is made using the same payment method used for the purchase:

- Debit or credit card: automatic refund to the original card

- MB WAY or bank transfer: refund by transfer to the IBAN provided in the form

The refund covers only the value of the item, excluding the shipping costs originally paid, except in the cases provided for by law.

Right of withdrawal

Under Decree-Law No. 24/2014, of 14 February, the customer has the right to freely withdraw from the contract within the minimum legal period of 14 days without having to give any reason. Serena commercially extends this period to 30 days.

This right is exercised through the procedure described above, by completing the official form and sending the item under the established conditions.

Excluded items

For reasons of hygiene or consumer protection, returns will not be accepted for items that:

- Show use beyond what is compatible with simply trying them on;

- Have had their tags removed or damaged;

- Have unusual odours, including perfume, tobacco smoke or perspiration;

- Show stains from make-up, foundation, lipstick or other substances;

- Have been worn outside the home, in social or professional settings;

- Cannot be resold.

Delivery times and carrier responsibility

Serena undertakes to prepare and dispatch orders within the time frames indicated at the time of purchase. Once the order has been handed over to the carrier, delivery times depend exclusively on the carrier's services.

Serena is not responsible for delivery delays resulting from logistical errors, strikes, periods of high delivery volume, incorrect or incomplete addresses, absence of the recipient, customs holds or any other delays attributable to the carrier.

For orders intended for specific occasions — weddings, christenings, events, trips or other important dates — we recommend placing your order well in advance.

Failure to receive the order within the time frame intended by the customer, where the delay is attributable to the carrier, does not in itself constitute grounds for a return outside the conditions set out in this policy.