Return and refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at egysera@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at egysera@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at egysera@gmail.com.

At SERA™, we want you to feel confident and comfortable in every piece.
If something’s not quite right, our returns policy is simple and fair.

✅ Returns Window

You have 28 days from the delivery date to return your items for a refund.
Under UK law, you’re entitled to cancel within 14 days and return within the following 14 days — and we go one step further.

📦 Items Eligible for Return

To be eligible for a return, items must be:

Unworn (other than to try on)
Unwashed
With original tags
Free from makeup, deodorant, perfume, pet hair, or other marks

Please note:
For hygiene reasons, we can’t accept returns of underwear that has been worn or returned in an unsellable condition.

This follows:

Regulation 28(3)(a) of the Consumer Contracts Regulations 2013, which excludes refunds for hygiene-sensitive items once unsealed.
Section 20(18)(b) of the Consumer Rights Act 2015, which allows refunds to be refused where items aren’t returned in their original condition.

🔁 How to Return

Email egysera@gmail.com within 28 days of receiving your item.
Include your order number.
We’ll confirm your return is eligible and send you the return address.
Send the item back using a tracked delivery service.

Return postage is the customer’s responsibility unless the item is faulty or the product listing is advertised with “Free Returns.”
If the item is listed with Free Returns, we will email you a return label.

💳 Refunds

Refunds are processed to your original payment method within 7 business days of receiving your return.
Original shipping fees (if applicable) are non-refundable, unless we made an error.
If an item isn’t returned in its original condition, a partial refund may be issued.