Last updated: January 4, 2026
At Seren Faith, we are committed to your satisfaction. As our products are custom-made specifically for you upon order, our refund and returns policy is designed to reflect this unique production process. Please read our policy carefully before making a purchase.
Policy Duration and Eligibility
Our refund and returns policy lasts 14 days from the date you receive your product. If 14 days have passed since your purchase delivery, unfortunately, we cannot offer you a full refund or exchange.
To be eligible for a return or exchange due to a defect or error, your item must be unused and in the same condition that you received it, and it must be in its original packaging.
Claims for Misprinted, Damaged, or Defective Items
Any claims for misprinted, damaged, or defective items must be submitted within 14 days after the product has been received. To initiate a claim, please contact our customer support team immediately with your order number and clear photographic evidence of the issue. We will review your claim promptly and work towards a satisfactory resolution, which may include a replacement or refund.
No Returns or Exchanges for Wrong Size or Change of Mind
Because our products are made-to-order and customized for you, we do not support returns or exchanges if you ordered the wrong size or simply changed your mind. We strongly encourage all customers to carefully review our detailed Size Chart (at product page) before placing an order to ensure the correct fit. This policy helps us maintain our commitment to sustainable production and minimize waste.
Lost in Transit Packages
For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. If you suspect your package is lost, please contact us with your order details. We will investigate the matter with the shipping carrier and, if confirmed lost, arrange for a replacement or refund.
Refunds Process
Once your eligible return (for misprinted, damaged, or defective items) is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. We aim to reimburse you no later than 14 days from the day on which we receive the returned goods. You will not incur any fees for such reimbursement.
Late or Missing Refunds
If you haven’t received a refund yet, please:
- First, check your bank account again.
- Then, contact your credit card company; it may take some time before your refund is officially posted.
- Next, contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund, please contact us at [email protected].
Sale Items
Only regular-priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same item due to defect or damage, please send us an email at [email protected] to arrange the exchange.
Non-Returnable Items
Several types of goods are exempt from being returned, including:
- Gift cards
- Downloadable software products
- Perishable goods such as food, flowers, newspapers, or magazines
- Books with obvious signs of use
- Opened CDs, DVDs, VHS tapes, software, video games, cassette tapes, or vinyl records
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Any item returned more than 14 days after delivery.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be informed of your return.
Shipping Returns
To initiate the return process for an eligible product, the customer must contact us via email: [email protected]. After contact, we will evaluate the request and provide detailed instructions for the return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact Us
If you have any questions regarding our Refund and Returns Policy, please do not hesitate to contact us at [email protected]. Your satisfaction is important to us, and we are here to assist you.