Refund policy
Last updated: September 18, 2026
This Returns and Refunds Policy applies to eligible products purchased from Serelly through serelly.com.
Return Period and Eligibility
You may request a return within 30 days after delivery. To be eligible, an item must normally be unused, unworn where applicable, in its original condition, and returned with its original packaging, accessories, labels, manuals, and proof of purchase.
We may ask for photographs or other information needed to assess the condition of an item or a report of damage, defect, a wrong item, or a missing item.
How to Request a Return
Email help@serelly.com with your order number, the item involved, the reason for the request, and relevant photographs where applicable. Wait for our return instructions and the correct return location before sending anything.
Do not automatically send returns to our Toronto business address. The correct return location may depend on the product, fulfilment facility, and delivery destination. Unauthorized returns or cash-on-delivery parcels may be refused.
Return Shipping
For a change-of-mind return, the customer is responsible for return shipping and any applicable carrier charges. We recommend using a trackable service because the customer remains responsible for the parcel until it reaches the instructed return location.
If we confirm that an item was defective, damaged before delivery, materially not as described, or the wrong item was sent, Serelly will provide appropriate instructions and cover reasonable approved return shipping where a return is required.
Damaged, Wrong, or Missing Items
Inspect the parcel after delivery and contact us promptly if an item is damaged, defective, wrong, or missing. Include the order number and clear photographs of the item, packaging, and shipping label where relevant. We will assess the issue and provide an appropriate remedy in accordance with applicable law.
Nonreturnable Items
Unless applicable law requires otherwise, returns may not be accepted for:
- Personalized, made-to-order, or custom-configured products.
- Perishable goods, gift cards, downloadable or digital goods after delivery, and hazardous materials.
- Personal-care, hygiene, or safety-sealed products after the seal has been opened.
- Items marked final sale where that restriction was clearly disclosed before purchase and is permitted by law.
- Items damaged through misuse, improper care, unauthorized modification, or ordinary wear.
Contact us before ordering if you are unsure whether a product can be returned.
Inspection and Refunds
After an eligible return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.
Original shipping charges are not refunded for a change-of-mind return unless required by law or expressly agreed by us. Contact help@serelly.com if you have a question about an approved refund.
Exchanges
We do not offer a separate guaranteed exchange service. If a return is approved, the practical way to obtain another item is normally to place a new order after following the return instructions.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order. We process orders quickly and cannot guarantee a change or cancellation after processing or fulfilment has begun. If cancellation is possible after payment, the applicable refund will be returned to the original payment method.
Mandatory Consumer Rights
This Policy does not limit mandatory consumer rights or statutory remedies that cannot lawfully be excluded, including rights concerning defective or misdescribed goods.
Contact
For a return, refund, cancellation, or product issue, email help@serelly.com.