Return & Refund Policy
Return and Refund Policy
At Serelas, we aim for every order to meet your expectations. This policy sets out your rights and our procedures for returns, refunds, and exchanges.
Your Rights Under the Australian Consumer Law
If you are a consumer in Australia, you have rights under the Australian Consumer Law that apply in addition to this policy:
- Consumer guarantees: Under the Australian Consumer Law, goods come with guarantees that cannot be excluded. The 30-day return window below is offered on top of those guarantees as a change-of-mind option.
- Acceptable quality: All goods sold must be of acceptable quality, fit for purpose, and match their description. If your item is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or full refund — regardless of our standard return window.
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Key Information
- Return period: Items may be returned within 30 days from the delivery date.
- Return shipping: Customers are responsible for return shipping costs, except where items are faulty, damaged, or incorrect.
- Restocking fee: No restocking fee applies.
- Refund processing: Refunds are issued within 7 days of receiving and inspecting the returned item. Refunds are applied to your original payment method.
- Exchanges: Exchanges are available within the same 30-day return window.
Return Conditions
To be eligible for a return, items must meet the following conditions:
- Returned within 30 days of delivery
- Unworn, unwashed, and in original condition
- All original tags attached
- Returned in original or equivalent packaging
The following items cannot be returned unless faulty or not as described:
- Swimwear and underwear (for hygiene reasons, unless the protective seal is intact)
How to Request a Return
To initiate a return, please email info@serelas.com with:
- Your order number
- The item(s) you wish to return
- The reason for your return
We will respond within 2 business days with return instructions. Please do not send items back without first contacting us.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed within 7 days to your original payment method. Please allow additional time for your bank or card issuer to post the credit.
Where a return is accepted because the item is faulty, not as described, or not fit for purpose, we refund the full order value including standard outbound shipping costs and we cover return shipping. For change-of-mind returns, return shipping is at your expense.
Exchanges
To arrange an exchange, please contact info@serelas.com with your order number and details of the item you would like instead. Exchanges can be arranged within 30 days of delivery, provided the item is unused, unworn, and includes all original tags.
Order Cancellations
If you wish to cancel your order, please contact info@serelas.com as soon as possible. Once an order has been dispatched, cancellation may not be possible — in that case, return the parcel under the 30-day return window below.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please email info@serelas.com immediately with clear photos of the issue. Under the Australian Consumer Law, you are entitled to a repair, replacement, or refund at no cost to you. Serelas will cover all return shipping costs for verified faulty, damaged, or incorrect items.
Contact
For any questions about your return or refund, please contact us at info@serelas.com.
Business hours: Monday–Friday, 9:00 AM – 5:00 PM (AEST)