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Return and refund policy

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Seroa Return and Refund Policy

At Seroa, we do everything we can to offer products you’ll love. If an item does not meet your expectations, you can return it by following the process below. Also see our Shipping Policy.

1. Withdrawal and return period

  • You have 30 days from the date of receipt to return your order, without having to justify your decision.
  • This period is longer than the 14 days required by European distance-selling law and is a benefit offered by Seroa.
  • The refund will be processed after the item is received and inspected at our return address, which will be provided by our customer service team.
  • Please note: return shipping costs are the customer's responsibility and are non-refundable. They generally range from €20 to €30, depending on the package size and carrier selected.

2. Return conditions

To be eligible for a return, the item must meet the following conditions:

  • It must be unworn, unwashed and unused.
  • It must be returned in its original packaging, with all original tags and accessories still attached.
  • Sealed items cannot be returned if the seal has been broken.
  • If the returned item shows signs of wear or handling beyond what is necessary to evaluate it, a reduction in value may be applied. The amount is determined based on the item's condition and whether it can be resold. You will be informed in advance.

3. 4-step return process

  1. Announce your return: contact our customer service team at support@seroa.fr or via our contact page. Include your order number and the items concerned. Returns that have not been announced may take longer to process.
  2. Receive the instructions: we will email you the exact return address and packaging instructions. Our return address is located at an international warehouse and is included in this email.
  3. Pack the item: use the original packaging if possible. Make sure to protect the contents to prevent any damage during shipping.
  4. Send the parcel: choose a service with tracking and proof of delivery. Return shipping costs are your responsibility (generally €20 to €30).

4. Exchanges

  • We do not offer direct exchanges. To get a different item or size, return the original item following the usual procedure.
  • As soon as the return is approved and refunded, you can place a new order for the item you want.
  • This procedure ensures the new item is available and avoids any confusion about payment.

5. Defective or incorrect item

Defective item

  • If you receive a defective or damaged product, contact us within 30 days of receipt at support@seroa.fr. Include:
    • Your order number.
    • Photos of the defect or damage.
    • A description of the problem.
  • After verification, we will arrange a free replacement or a full refund.

Incorrect item

  • If the item received does not match your order, report it immediately with:
    • Your order number.
    • The item number of the item ordered.
    • The item number and a photo of the item received.
  • We cover the return shipping costs and arrange for the correct item to be sent.

6. Return costs

  • Customer-initiated return: you are responsible for the costs, generally between €20 and €30, depending on the parcel size and carrier.
  • No restocking fee is charged by Seroa, unlike many other retailers.
  • Defective or incorrect product: Seroa covers the return shipping costs.

7. Refund processing time

  • Once your parcel has been received and inspected, you will receive an email confirming whether your refund has been approved or rejected.
  • If your refund is approved, the amount will be credited to your original payment method within 10 days.
  • Depending on your bank, it may take a few additional business days for the credit to appear on your statement.

8. Responsibility during the return

The customer is responsible for ensuring the returned parcel is delivered to our warehouse.

⚠️ We cannot be held responsible for parcels lost or misrouted during the return.

  • We recommend sending it with tracking and proof of delivery.
  • If a parcel is lost, only the sender (the customer) can file a claim with the carrier, as the shipment is their responsibility.

9. Frequently asked questions (FAQ)

  • How long do I have to return an item? You have 30 days from receipt, which is longer than the 14-day European legal period.
  • How long does it take to receive my refund? Within 10 days after your return is received and inspected.
  • How much does a return cost? Generally between €20 and €30, at your expense, depending on the parcel size and carrier.
  • Can I exchange an item? Not directly. Return the item, wait for the refund, then place a new order.
  • Are there any restocking fees? No, Seroa does not charge any restocking fees.
  • What should I do if my parcel is lost during the return? Contact the carrier with your proof of tracked postage. Only the sender can file a claim.

10. Customer service contact details

For questions about your return or refund, contact our team:

Company contact details

  • Company name: LRS ECOM B.V.
  • VAT number: NL867774125B01
  • Business registration number (KVK): 96816031
  • Address: Bertha van Moerdregtpad 22, 2841 SR Moordrecht, Netherlands

Our team usually replies within 24 hours on business days.