Returns and refunds policy

For online purchases, consumers may withdraw from the contract without giving a reason within 14 days of receiving the goods. An unequivocal statement sent within this period is sufficient. Exceptions apply only where provided by law.

To exercise withdrawal, email helpdesk@serantio.com within 14 days of receipt, giving the order number and product. No reason is required. SERANTIO confirms receipt and provides instructions. Send the parcel to SERANTIO, Rr. 7 Nëntori, Vlorë, Albania; the courier can call the return recipient at +355 69 989 2344 when delivering the parcel. After handing the parcel to the courier, the customer can report this from the order page in their account, including the courier and tracking number when available. The goods must be sent within 14 days of notifying withdrawal. The following model can also be used.

Model notice: “I hereby withdraw from the contract for [product], order [number], received on [date]. My name and address: [name, address]. Date: [notice date].” Send to helpdesk@serantio.com. Any other clear statement is equally valid.

The customer may handle the goods only as necessary to establish their nature, characteristics and functioning, as in a shop. Return them with labels and accessories where possible. Missing original packaging does not automatically extinguish the withdrawal right; the customer is responsible only for diminished value caused by handling beyond what is necessary.

For a change-of-mind or size return, the customer chooses the carrier and pays, at their own expense, the direct shipping cost to the return address provided by SERANTIO. The charge depends on the chosen carrier and is paid directly by the customer. SERANTIO does not accept postage-due shipments unless agreed in advance. For incorrect, defective or non-conforming goods, SERANTIO arranges a remedy under the law without passing to the customer costs borne by the seller. An expressly offered free return applies according to the offer.

Statutory exceptions include personalised goods and sealed goods unsuitable for return for health or hygiene reasons once unsealed after delivery. This may cover sealed underwear, but does not automatically exclude every item in that category. Statutory rights for defective or non-conforming goods remain.

Following valid withdrawal notice, SERANTIO refunds payments received, including the original standard delivery charge if paid, within 14 days of the notice. Any extra cost for a more expensive delivery method chosen by the customer is not refunded. SERANTIO may wait until it receives the goods or proof they were sent. The refund uses the same payment method unless expressly agreed otherwise, without extra fees to the customer. For cash on delivery, SERANTIO agrees a practical fee-free refund method with the customer.

If goods are defective, damaged or do not match the order, contact helpdesk@serantio.com with the order number and a description of the issue. Photos help but are not a condition for exercising statutory rights. SERANTIO arranges verification and the appropriate legal remedy, which may include repair, replacement, price reduction or refund. Necessary return shipping for non-conforming goods is not charged to the customer.