Política de reembolso

Last updated: November 13, 2026

Return & Refund Policy

We want you to enjoy your experience with Serendipity. Every order is carefully prepared and packaged. If something isn't right, please contact us and we'll be happy to assist.

Returns

We do not offer voluntary returns or exchanges for change of mind, unwanted items, or personal preferences.

Where cancellation rights apply, customers may request a return within 14 days of receiving their order and must send the items back within a further 14 days.

Returned items should be in their original condition, unworn and unused, with all accessories and original packaging where possible.

Please contact us before returning any items, providing your order number and the reason for your return.

Gacha & Mystery Items

Our Gacha sets contain randomly selected surprise gifts. Specific items, colours, and designs are not guaranteed unless explicitly stated.

We do not offer voluntary refunds or exchanges based on personal preferences, disappointment with the selection, or duplicate items.

Where a Gacha set is eligible for return, all items included in the set must be returned together. We do not offer voluntary returns or exchanges of individual surprise items.

Return Shipping

Customers are responsible for arranging and paying return shipping costs for change-of-mind returns.

We recommend using a tracked shipping service and retaining proof of postage.

Original shipping charges are non-refundable for voluntary returns. Any delivery reimbursement required for eligible cancellations will be included in the refund.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If an item arrives damaged, defective, or incorrect, contact us as soon as possible with your order number, a description of the issue, and photographs where available.

We will review the situation and arrange an appropriate resolution.

Refunds

All returned items received by us will be inspected before the refund is finalised, where permitted.

If items have been used, damaged, or handled beyond what is necessary to inspect them, we may reduce the refund to reflect any resulting loss in value.

We may withhold a cancellation refund until we receive the returned goods or proof that they have been sent back, whichever occurs first.

Refunds will be processed within the required timeframe and issued to the original payment method. Your bank or payment provider may require additional processing time.

This policy does not affect your statutory consumer rights.