Returns Policy

We offer 60 days cooling-off return period for a complete refund if you are not completely satisfied with your item. The 60-day period begins when you sign for and receive your item from the shipping carrier.

The item will go through quality control prior to the exchange or return is processed. We cannot process exchanges or returns on items that have been customized, worn, used, altered or damaged. We reserve the right to refuse to exchange or return any item that does not meet the above requirements at our sole discretion.

While you have possession of any item, the item and related things like the certificate and box are your full responsibility.

All things accompanying the item like the certificate and original box must be returned. We do not accept any returning or any other operation with jewellery we sell unless the original certificate is returned in its original new condition.

If a package delivered to you arrives damaged, you must refuse the shipment and contact us immediately.

How to return your item

To return a jewellery item to Serendi, please follow the process below:

1. Initiate your return: send an email to enquiries@serendi.co.uk, and one of our team members will get in touch with you. You will then receive an RMA (Return Merchandise Authorization) and a free FedEx label via post to return your item.

2. Pack your item and its certificate securely in the original packing materials and clearly place the FedEx label on the outer packaging. Make sure the transaction’s RMA is clearly written inside the parcel on an A4 sheet. Contact FedEx and you would normally either be able to take the package to a FedEx branch or arrange for one of their team members to collect it from your address completely free of charge.

Refund

A refund will be issued after we receive your return.

Returns are processed on weekdays and typically entered into our system within three working days of receipt. Once entered into our system, you will receive a confirmation email alerting you that your return has been passed along to our quality assurance team. Please allow up to 15 business days for this process to complete.

The credit will be submitted to your bank within three business days. It may take your bank up to 10 business days to post the funds to your account. Bank transfers for refunds typically take 7 to 10 business days after the return has been processed.

Please note that although we aim to follow the above timeframe, the refund process could take longer time due to multiple reasons.