Return & Refund Policy
Serafido
Netherlands
Van de Veldelaan 201, Alkmaar, Noord-Holland, 1816PD, Netherlands
Scope and intent
This return and refund policy applies to all purchases made through the Serafido website.
Contact details
For questions regarding returns and refunds, please contact our customer service team at:
- Email: info@serafido.com
- Phone Number: +44 20 38071950
- Address: Van De Veldelaan 201, Alkmaar, Noord-Holland, 1816PD, Nederland
Return window
Customers in the United Kingdom have the right to cancel their purchase and return or exchange the product within 30 days of the delivery date without giving a reason.
Instructions for returns
1. Return notification: To initiate a return, please contact our customer service team at info@serafido.com with your order number and a detailed reason for the return.
2. Return authorisation: After we have reviewed your return request, we will send you detailed instructions and, if applicable, a pre-paid shipping label.
Packaging and shipping
1. Pack the item securely in its original packaging with all labels and tags still attached.
2. Enclose the return form and all necessary supporting documents.
3. Download and print the return label.
Return costs
For defective products: No cost to the customer, we will provide the return label. This applies if the product is incorrect, damaged by the carrier or otherwise defective.
For customer's regret (change of mind): The cost of the return is the customer's responsibility and the customer is responsible for the return label. This applies if the customer has bought the wrong product, the item does not fit or no longer wants the item.
Specific conditions for returns and refunds
- Returning because you have changed your mind: If you have changed your mind after purchasing, you can return the product within 30 days from the delivery date, provided it is unused, undamaged and in its original packaging.
- Defective goods: If you receive a defective product, please contact our customer service team immediately for instructions. Serafido will cover the cost of return and provide a replacement product or refund.
- Damaged goods: If the product arrives damaged, please send us photos of the damaged products after receipt. We will assess the situation and refund the return costs if necessary.
- Wrong product received: If you receive the wrong product, please contact us and we will arrange the return costs and ensure you receive the correct product.
- Product never arrived: If your product never arrived, please contact us so we can investigate with the courier. If the product is not found, we will offer a full refund or a replacement.
- Post-order cancellation: You can cancel your order before it is shipped. If the order has already been shipped, please follow the return procedure after receiving the product.
Policy for damaged or defective goods
Upon receipt of damaged or defective goods, please contact our customer service team. Send us photos of the defect or damage. We will inspect the item and, if approved, provide a replacement item or refund the full purchase price.
Policy for non-damaged goods
If you change your mind, you can return the undamaged and unused product within 30 days from the delivery date. Make sure it is in its original packaging.
Timelines
- Return window: Returns must be reported and sent within 30 days of receiving the product.
- Return processing: After we receive and check the returned item, we will process the refund within 10 working days. You will receive a confirmation e-mail.
- Conditions for refunds: A refund will be approved if the product is undamaged, unused and in its original packaging. Refunds for defective or incorrectly delivered products will be approved after inspection.
- Refund period: After the return is approved, it takes up to 10 working days to process the refund to the original payment method.
- Refund methods: Refunds are made to the original payment method used at the time of purchase.
Restocking fee
We do not charge a restocking fee.
Exceptions to the return policy
The following products cannot be returned:
- Custom or personalised items
- Hygiene products (e.g. socks, underwear) unless unopened and unused
Return address
Please send all returns to: Van De Veldelaan 201, Alkmaar, Noord-Holland, 1816PD, Nederland
Legal rights
This policy does not affect any applicable legal rights.
Questions?
Visit our FAQ page or contact our customer service.
CURRENCY
All prices and charges stated on our website are in pound (GBP). All transactions are carried out in pounds, where applicable. Please note that any currency conversion charges are the customer's responsibility.
GDPR and compliance with legal requirements
At Serafido, we are committed to protecting your personal data and ensuring that our practices comply with the General Data Protection Regulation (GDPR) and relevant consumer protection laws in the UK.
We only collect and process personal data when we have a legal basis to do so, including your consent, performance of a contract, legal obligations or legitimate interests.
Under the GDPR, you have rights, including the right to access, rectify, erase and restrict the processing of your personal data.
By using our services, you agree to our privacy practices and acknowledge that we comply with applicable consumer protection laws in the UK.
If you have any questions about your personal data or this compliance statement, please contact us at:
Van de Veldelaan 201, Alkmaar, Noord-Holland, 1816PD, Netherlands
Still have questions?
Visit our Frequently Asked Questions page or contact our customer service team.
Contact information:
- Company name: Serafido
- Address: Van de Veldelaan 201, Alkmaar, Noord-Holland, 1816PD, Netherlands
- E-mail: info@serafido.com
- Contact form: https://serafido.com/pages/contact
- Phone Number: +44 20 38071950
- Company number: 87694743
- VAT number: NL004464547B42
- Customer service: Monday to Friday from 9:00 to 17:00 (CET).