Refund Policy

No. 01Overview

At Serenity Garments, we believe a fair refund process is fundamental to trust. This Refund Policy describes the situations in which we process refunds, the timelines involved, and the steps you can take to request one.

This policy should be read alongside our Return Policy and Cancellation Policy.

No. 02When You Are Eligible For A Refund

You are eligible for a refund under the following circumstances:

• You cancel a prepaid order before it is shipped
• You return a piece within the 7-day return window per our Return Policy
• The product you received is damaged, defective, or significantly different from what was ordered
• We are unable to fulfil your order for any reason (out of stock, non-serviceable pincode, etc.)
• A payment was charged to you but the corresponding order was not placed or was duplicated due to a technical issue

No. 03Refund Timelines

The following timelines apply once your refund is approved (i.e. cancellation accepted, return received and inspected, or duplicate payment confirmed):

No. 04How To Request A Refund

For Returns

1. Initiate a return per our Return Policy within 7 days of delivery
2. Pack the item in its original packaging with tags intact
3. Schedule a pickup with us by emailing support@serenitygarments.com with your order number
4. Once we receive and inspect the item, your refund will be initiated within 48 hours

For Cancellations

Refer to our Cancellation Policy for the cancellation process. Refunds for cancelled prepaid orders are auto-initiated.

For Damaged Or Wrong Items

1. Email support@serenitygarments.com within 48 hours of delivery
2. Attach clear photographs of the item showing the damage or mismatch
3. Include your order number in the subject line
4. We will arrange free reverse pickup and process a full refund or replacement

No. 05COD Refunds: Bank Details

For COD orders, since no original payment instrument exists, we refund to a bank account or UPI ID provided by you. We will request the following at the time of refund approval:

• Account holder name (as per bank records)
• Bank account number and IFSC or a UPI ID

Please ensure these details are accurate — refunds sent to incorrect accounts cannot be reversed by us.

No. 06Partial Refunds

Partial refunds may apply in the following cases:

• If only some items from a multi-item order are returned, the refund covers those items only
• Shipping charges paid at checkout are non-refundable, except where the return is due to our error (damaged, defective, or wrong item delivered)
• The ₹49 COD handling fee is non-refundable except where the return is due to our error

No. 07Non-Refundable Situations

Refunds will not be processed where:

• The return request is raised after the 7-day return window
• The item is returned without original tags, packaging, or in a used or washed condition
• The item was a final-sale or clearance product (clearly marked on product page)
• Innerwear, loungewear or any intimate items have been opened or used
• Damage is found to be caused by misuse, mishandling, or normal wear and tear

No. 08Tracking Your Refund

Once your refund is initiated, you will receive a confirmation email from support@serenitygarments.com with the reference number. If you do not receive the amount in your account within the timelines above, please:

1. First check with your bank using the reference number we provide
2. If still not credited after the timeline, write to us with the reference number and we will follow up with the payment gateway and bank on your behalf

No. 09Disputes

If you are not satisfied with the resolution of your refund, you may escalate to our Grievance Officer:

Grievances are acknowledged within 24 hours and resolved within 15 days.

No. 10Governing Law

This policy is governed by the laws of India. Disputes are subject to the exclusive jurisdiction of the courts at Indore, Madhya Pradesh.