Refund policy

Your satisfaction matters to us. This Returns & Exchanges Policy explains when you can return or exchange an item, how the process works, what it costs, and when you receive your money back. It applies to all orders placed on serbura.com.

Return and Exchange Window

You can request a return or an exchange within 30 days of delivery. The date of delivery shown by the tracking link counts as day one.

To be eligible, items must be:

Unworn, unwashed and undamaged
Free of perfume, make-up and other stains
Complete with all original tags still attached
Packed in their original packaging where possible

Items that have been worn, washed, altered or damaged after delivery cannot be accepted. Final sale items are excluded from returns and exchanges; this is clearly marked on the product page before you order.

How to Start a Return or Exchange

Please always contact us first so we can register your case correctly:

E-mail info@serbura.com with your order number and, for exchanges, the size or colour you would like instead.
We confirm your request within one business day (Monday to Friday) and send you the exact next steps together with your prepaid return label where applicable.
Pack the item securely and hand it to the courier as instructed in our confirmation e-mail.
You receive tracking for your return parcel so the journey back is transparent for you.

Returns sent without prior contact take noticeably longer to process because we must manually match them to your order. Please always reach out first.

Exchanges Are Fast and Free

Exchanges are our preferred solution whenever stock allows, because you get the piece you actually want without waiting for a refund round trip:

Your replacement ships out immediately: we dispatch the new size or colour as soon as your exchange is confirmed, so it is on its way while your original parcel travels back to us.
The return shipping is free of charge: every approved exchange includes a prepaid return label, nothing is deducted from your balance.
The reshipping of your replacement is free of charge: we cover the full delivery cost of sending the replacement out to you.
For refunds instead of replacements, the cost of returning the parcel has to be covered by the customer and is deducted from your refund amount once the return arrives at our facility.

In short: swapping costs you nothing, refunding keeps only the return postage aside.

Example Exchange Timeline

A typical exchange runs like this: day 1 you write to us with your order number; day 1-2 we confirm and send your prepaid return label while your new size already leaves our facility; within a few days both parcels cross paths, yours heading back and your replacement arriving door to door in the usual 5-8 transit days from dispatch. You never wait for us to receive the old item before the new one travels out, as long as stock allows.

Returning Multiple Items

If several items from one order come back together, pack them in one parcel if possible. Every registered item keeps its own status, so partial returns are fully supported: items that pass inspection are refunded individually, items kept simply stay with you without any further steps.

Refunds

Once your returned item reaches our facility it is inspected within 2-3 business days. You then receive your refund to the original payment method used at checkout.

Refund amount: the full item price for accepted returns.
Deduction: for refund returns only, the prepaid return label cost is deducted from the refund; exchange returns are never deducted.
Timing: banks usually post refunds within 5-10 business days after our confirmation, depending on your payment provider. Nothing on our side holds the funds after confirmation.

Original shipping charges are non-refundable except where the return results from our error, for example a wrong or defective item was delivered.

Wrong, Defective or Damaged Items

If something does not arrive the way it should, we fix it immediately:

Contact us within 48 hours of delivery with photographs of the item and packaging.
You receive either a free replacement shipped right away or a full refund including all shipping charges, whichever you prefer.
You never pay anything for returning a wrong, defective or damaged item; we provide the label and cover everything.

Non-Returnable Situations

We cannot accept returns in the following cases:

Items outside the 30-day window
Items worn, washed or altered after delivery
Final sale items and gift cards
Parcels refused at the door without contacting us beforehand

Late or Missing Return Parcels

Please keep your return tracking number until your case is closed. If your return parcel seems stuck in transit, write to us and we open an inquiry with the carrier, exactly as we would do for a delivery to you.

Cancellations

You can cancel any order free of charge as long as it has not been dispatched. After dispatch your order falls under the normal return window described above, and refusing delivery does not avoid the regular return procedure.

Related Policies

The following pages explain related topics in detail:

Exchanges vs. Refunds at a Glance

Exchange: your replacement ships out immediately and every shipping leg is free of charge.
Refund after return: the return shipping has to be covered by the customer and the cost is deducted from your refund amount.
Wrong or defective item: we cover everything and send your replacement first, before your return has shipped.

Preparing Your Return

Pack the items as securely as you can, ideally in their original packaging, and include a short note with your order number. There is no return portal: write to info@serbura.com and you receive the return address together with the confirmation of your request within one business day. Parcels without a note or order reference can take noticeably longer to assign.

Refund Method and Timing Details

Refunds are always issued to the original payment method. The 5-10 business days mentioned above describe the time your bank or card provider needs after we have confirmed the inspection; the inspection itself starts on the day your return reaches our facility and usually finishes within 2-3 days.

Fees That Cannot Be Refunded

Because shipping to the United States is free, there is no original shipping cost that could be deducted. Import duties, taxes or customs fees that your local customs authority may have charged on international deliveries are collected by them directly and cannot be refunded by us.