Refund policy

Refund & Return Policy

Thank you for shopping with Sernoa. Please read this policy carefully before placing your order.

Every piece is handmade by our collaborating artisans and inspected before it leaves our workshop.

1. Returns for Any Reason (30-Day Window)

You may request a return within 30 days of receiving your order — whether it is not the right size, the color is not what you expected, or you simply changed your mind.

To be eligible:

• Items must be unused, unworn, and kept in their original packaging.
• Contact us at sernoashop@gmail.com within 30 days of delivery to start your return.

Return shipping is the responsibility of the buyer, and the original shipping cost is non-refundable. Once we receive your returned item, we will process your refund to your original payment method within 5–7 business days.

2. Damaged or Defective Items

If your item arrives damaged, broken, or with a manufacturing defect, please contact us within 14 days of delivery and send clear photos or a short video of the item and its packaging. We will review your case promptly and offer a replacement or a full refund — including original shipping — at no cost to you.

3. What Cannot Be Returned

• Custom or personalized pieces are final sale and cannot be returned.
• Damage caused by misuse, accidents, or normal wear after delivery is not covered.
• Slight variations in color, texture, and pattern are natural characteristics of handmade wool, bone, stone, and shell materials. These are not defects and are part of the character of each one-of-a-kind piece.
• Packages refused for non-quality reasons are not eligible for refund.

4. Safety Notice

Our products are for personal decorative and wearable use only. We are not liable for injuries or damages resulting from improper use.

5. Contact Us

For any return or refund questions, email us at sernoashop@gmail.com.

We are a small independent artisan workshop based in Qinghai, China, crafting pieces inspired by Tibetan nomadic culture.