REFUND POLICY

Exchange Policy

  • Imrozia / Serene offers a seamless online exchange experience for unused products with original labels and tags intact. Exchanges are available for incorrect orders or faulty products. Local orders qualify within 3 working days of delivery, and international orders under the same conditions within 7 working days.

Exchange Conditions

  • Exchanges are limited to online purchases.
  • Items must be unused with original labels and tags.
  • Only faulty or incorrect orders are eligible.

Exchange Procedure
While refunds or exchanges aren't available post-processing, exceptions are made for wrong or faulty items. To arrange an exchange, contact customer services via EMAIL at info.serenepremium@gmail.com or Whatsapp : +923000202054 with your order number.

Order Cancellation

Orders can be cancelled before processing. Once shipped, orders fall under the exchange policy. *Imrozia / Serene* reserves the right to cancel orders due to stock unavailability, pricing errors, or declined payments.

Exchange & Refund Details

Exchanges are limited to faulty or incorrect items only. Sale items, ready-to-ship articles, and alterations reported after a week of receiving the outfit are ineligible for exchange or return. Refunds are issued as store credit within 24 hours of purchase, subject to cancellation charges. Customers are responsible for any customs duties during delivery. For assistance, contact customer care via email or WhatsApp with your order number.

 

Refunds

What if the article I receive is not the right size?

If there’s an issue with the size of the article, we offer an exchange option. Please note that we do not provide refunds for size-related issues.

 

Shipping & Customs

Who is responsible for customs duties?

Customers are responsible for paying any customs duties, taxes, or charges that may apply during delivery, especially for international orders.

What if my package is delayed or lost?

Please contact our customer care team via email or WhatsApp with your order number, and we will assist you in tracking your package or resolving the issue.

 

Additional Information

What if I notice an issue after receiving my order? 

Please inspect your order immediately upon delivery. Any issues must be reported within specified timeframe (3 days locally, 7 days internationally) of receiving your outfit. Claims made after this period will not be eligible for exchange.

*Note*: Sale items are non-returnable and non-exchangeable.