Last Updated: July 17, 2026
At SERINA, we strive to provide high-quality products and an exceptional shopping experience. If you are not satisfied with your purchase, you may benefit from our Return & Exchange Policy outlined below.
1. Return & Exchange Request Period
Customers may request a return or exchange within 7 days from the date of receiving their order, unless otherwise stated on the product page.
2. Return & Exchange Conditions
To be eligible for a return or exchange, the following conditions must be met:
- The product must be in its original condition, unused, and unwashed.
- All original tags, accessories, and packaging must be included.
- Proof of purchase, such as the order number or invoice, must be provided.
3. Non-Returnable & Non-Exchangeable Products
Returns or exchanges will not be accepted in the following cases:
- Products that have been used, washed, or damaged after delivery.
- Products with removed tags or original packaging.
- Custom-made or personalized products prepared upon the customer's request.
- Products that cannot legally be returned after opening or use due to health or hygiene reasons.
4. Damaged or Incorrect Products
If you receive a damaged product or an item different from what you ordered, please contact us within 48 hours of delivery and provide clear photos of the product. We will review and resolve the issue as quickly as possible.
5. Shipping Costs
- If the return or exchange is due to a store error or a damaged product, the store will cover the shipping costs.
- If the return or exchange is requested for personal reasons (such as changing the size, color, or simply no longer wanting the product), the customer may be responsible for the shipping costs in accordance with applicable regulations.
6. Refunds
Once the returned product has been received, inspected, and confirmed to meet the return conditions, the refund will be approved. The amount will be refunded to the original payment method or another agreed-upon method within a reasonable period, depending on the payment provider or bank.
7. Order Cancellation
Orders may be canceled free of charge before they are shipped. If the order has already been shipped, the Return & Exchange Policy above will apply.
8. Contact Us
For any questions or to request a return or exchange, please contact us through:
- Trade Name: SERINA
- Legal Name: CARGOMARK LOJİSTİK VE DIŞ TİCARET LİMİTED ŞİRKETİ
- Legal Representative: AMMAR OMAIRA
- Phone: +90 538 514 21 93
- Address: BATTALGAZİ MAHALLESİ DUYGU SOKAK NO:15E, ESENYURT, ISTANBUL, TURKEY