Please note that this returns policy is applicable only to SERUNA’s online store and mobi store platform ONLY. Personal retail purchases return policy will differ.

Items may be exchanged within 14 days, only if they are defective. SERUNA will examine the item and then either fix the item, exchange it for another item or issue a credit note to the same value.

If the item was damaged due to wear and tear or purchasing the incorrect size after it was worn, it will not be exchanged or returned. This will be assessed on the basis of where the damage is located. For instance holes or fabric tearing away from the seams which was not present upon purchasing, are not covered.

Repair to an item that has been reported has a 3 month guarantee. In the case that the item needs to be repaired again in that time period,  qualifies the client for either an exchange or a full refund.

Defective items are characterized by clear manufacturing/ design fault and not due to inappropriate use. E.g.: Purchasing a smaller size without consulting size charts and damaging the item by wearing it after identifying it was too small.

Please do not wear or use faulty items once you have found the fault as this may affect the process.

Any item(s) returned with damage caused by the customer (from personal use, alteration or insufficient packaging when returning the item(s)) shall be returned to the customer

We do not exchange or refund SALE  and PROMOTIONAL items. These items are sold as is.

Sizing returns have a 5 day period for notifying SERUNA of the request for an exchange in size.

All purchases must be made using the sizing charts available to ensure the correct size purchase is made. In the event that the size does not fit, SERUNA will exchange the item for the preferred size or issue a credit note to the value of the purchase. SERUNA will not guarantee that stock will be available to exchange due to the reason that exclusive quantities are made. In the event of this, SERUNA will issue a credit note within 10 days from the original purchase which will then be valid for 7 days.

The item for public health reasons, cannot be returned for hygiene reasons. E.g.: Earrings or underwear.

The incorrect wash care instructions were followed and the items are not in its original state.

The item is altered in smell, disassembled, washed or affected in any way that does not make it saleable again. Tags and labels must be in the same condition and attached as per the original purchase condition

Any item(s) returned with damage caused by the customer (from personal use, alteration or insufficient packaging when returning the item(s)) shall be returned to the customer.

When trying on items of clothing, please ensure that you are not wearing perfume, make-up or deodorant which may leave a scent or mark on the item.

Any fees which SERUNA shall incur by returning the damaged items/items not in their original saleable condition, to the sender must be settled prior to any further action being taken.