Return and Refund Policy

Thank you for choosing Serelva. We want you to feel confident and cared for with every purchase.
If anything isn’t right with your order, our team will make it right according to the guidelines below.

1. Eligibility for Returns & Refunds

We accept returns or refunds for the following situations:

✔ Damaged items on arrival

If your jewelry arrives damaged or defective, we will issue a refund or a replacement.

✔ Wrong item or wrong variation received

If the product, color, style, or size you received is incorrect, we will fix this immediately.

✔ Missing items

If part of your order is missing, we will resend the missing piece(s) at no cost.

✔ Package lost during transit

If tracking shows excessive delay or the carrier confirms loss, we will resend or refund.

✔ Severe quality issue

If your item has significant manufacturing defects.

Evidence required:

To process any claim, we require:

• Photos or video of the item

• Photo of packaging (if damaged)

• Order number and proof of purchase

2. Situations Not Eligible for Return

To ensure product hygiene, safety, and fair processing, the following are not eligible:

❌ Delivered but customer reports “not received”

If tracking shows “Delivered,” refunds are not provided unless:

• A formal non-delivery document from the local post office is submitted.

❌ Customer reasons (“change of mind”)

We do not accept returns for:

• No longer want it

• Ordered wrong size

• Found a better price

• Expected a different style

❌ Earrings (opened)

For hygiene reasons, opened/worn earrings cannot be returned.

❌ Minor imperfections not affecting function

Such as:

• Slight scratches

• Tiny blemishes

• Minor packaging marks

❌ Issues caused by incorrect address

If an order cannot be delivered due to:

• Incorrect/insufficient address

• No such number

• Unknown recipient

• Refused delivery

• Not picked up in time

→ These are not eligible for refunds.

3. Damaged or Defective Items

If your item arrives damaged:

We offer:

• Full refund or

• Free replacement

Important:

Damaged boxes alone are not considered damaged goods.
Only the product itself must be damaged.

4. Incorrect, Missing, or Wrong Variation Items

If any of the following apply:

✔ Incorrect product received

Full refund or free replacement.

✔ Wrong color or size (if it affects use)

Refund or replacement provided.

✔ Missing accessory or part

We will resend the missing component.

✔ Missing entire item

We will resend the missing item at no cost.

5. Orders Delayed

If your order is still in transit beyond a reasonable timeframe, we will step in to assist.

Eligible delay cases include:

• No tracking updates for an extended period

• Tracking shows “pending / in transit” far beyond the normal delivery window

If confirmed by the carrier as excessively delayed,
we will resend or refund.

6. Orders Not Received

If the carrier marks the package as delivered but you did not receive it:

We will assist you in contacting the local post office.

A non-delivery certificate from the post office is required to process a claim.

Without official documentation, the order is considered successfully delivered.

7. Order Cancellation

Orders can be canceled within 12 hours after being placed.
After this window, the order may already be processing and cannot be canceled.

8. How to Request a Refund or Replacement

Please email: serelva.us@gmail.com
Include:

• Order number

• Description of the issue

• Photos/videos

• Package photo (if applicable)

Our support team will respond within 24–48 business hours.

9. Refund Processing Time

Once approved:

• Refunds are issued within 3–7 business days

• Bank posting times may vary

10. Our Commitment to You

We stand behind the quality of our moissanite jewelry.
If your order arrives damaged, incorrect, or missing items, we will fix it quickly and professionally.

We appreciate your understanding of the policies that allow us to provide a safe, fair, and consistent experience for all customers.