Return & Exchange Policy

Our Commitment to Your Satisfaction

At Serenefigure, we take pride in curating quality Black-designed fashion that celebrates culture, confidence, and style. We want you to love every purchase. If you're not completely satisfied, our return policy is designed to be fair, transparent, and respectful of both our customers and the independent designers we support.

1. Return Timeframe

· Standard Returns: Items may be returned within 30 days of the delivery date.
· Final Sale Items: Marked as "Final Sale" at purchase and cannot be returned or exchanged.
· Holiday Extended Returns: Purchases made between November 1 and December 24 may be returned until January 15 of the following year.

2. Condition Requirements

To be eligible for return, items must be:

· Unworn, unwashed, and in original condition
· With all tags and labels attached
· In original packaging if applicable
· Free of any stains, odors, or alterations
· Accompanied by the original receipt or order confirmation

We reserve the right to refuse returns that do not meet these conditions.

3. Non-Returnable Items

For hygiene, safety, and designer protection, the following cannot be returned:

· Final sale items (clearly marked at purchase)
· Undergarments, bodysuits, or intimate apparel
· Custom-made or personalized items
· Face masks or other sanitary products
· Items damaged due to customer misuse or improper care
· Gently worn or altered items

4. Return Process

Step 1: Request Authorization

· Contact our customer service at serenefigure@163.com within 30 days of delivery
· Include your order number and item(s) you wish to return
· We will provide a Return Authorization Number and instructions within 48 business hours

Returns without authorization cannot be processed.

Step 2: Prepare Your Package

· Include the completed return form (provided with authorization)
· Securely pack items in original or similar protective packaging
· Use a trackable shipping method (see Section 5)
· Do not include non-returnable items in the same package

Step 3: Ship Your Return

· Ship to our returns center within 7 days of receiving authorization
· Retain your tracking number until refund is processed

5. Return Shipping & Fees

· Customer-Paid Returns: Standard return shipping is the customer's responsibility unless the return is due to our error or defective merchandise.

· Free Returns: Offered for items that are defective, damaged, or incorrect due to our error.

6. Refund Processing

· Timing: Refunds are processed within 5-10 business days after we receive and inspect your return.
· Method: Refunds are issued to the original payment method. Please allow additional time for your bank or credit card company to process the refund.
· Deductions: Original shipping fees are non-refundable. Return shipping fees (if using our prepaid label) will be deducted from the refund amount.
· Store Credit Option: You may opt for store credit instead of a refund, which will be issued immediately upon approval and never expires.

7. Exchanges

We currently offer exchanges for:

· Size/Color Exchanges: When available for the same item
· Defective/Damaged Items: Immediate replacement at no cost

Exchange Process:

1. Follow the standard return process
2. Indicate "Exchange" on your return form
3. Note your preferred size/color alternative
4. We will ship the exchange once the return is received and approved
5. You will be charged/refunded any price difference plus shipping fees

Exchanges are subject to availability. If your preferred item is unavailable, we will issue a refund or store credit.

8. Damaged, Defective, or Incorrect Items

If you receive an item that is:

· Damaged during shipping
· Defective (manufacturing flaw)
· Not what you ordered

Contact us within 48 hours of delivery at serenefigure@163.com with:

1. Your order number
2. Photos of the damaged/incorrect item
3. Photos of the packaging (if damaged during shipping)

We will provide a prepaid return label and expedite a replacement at no additional cost, or issue a full refund at your preference.

9. Special Considerations for Black Designers

As a platform supporting independent Black designers:

· Many items are made-to-order or limited edition
· Returns directly impact small businesses
· We encourage mindful purchasing and community support
· Consider reselling or gifting items before returning

10. Sustainability Commitment

We encourage conscious consumption:

· Consider reselling gently worn items in our community marketplace (coming soon)
· Donate unworn items to our partnered community organizations
· Repurpose or alter items when possible

11. Holiday & Gift Returns

· Gift recipients may exchange items for store credit with proof of purchase
· Gift cards and e-gift certificates are non-refundable
· Holiday items purchased after December 1 may have extended return periods

12. Contact Our Returns Team

For return-related questions:

· Email: serenefigure@163.com
· Response Time: Within 48 business hours

Please do not ship returns to our business address without authorization.

13. Policy Updates

We reserve the right to update this policy at any time. Changes will be reflected on this page with an updated "Last Revised" date. Continued use of our site constitutes acceptance of any policy changes.

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Thank you for supporting Black-owned fashion and the independent designers who make our community vibrant. Your mindful purchases help sustain Black creativity and economic empowerment.

With gratitude,
Serenefigure Team