Returns & Exchanges

Our returns promise

We want you to love your Serenacoast pieces. If something isn't right, you're welcome to return it within 30 days of delivery, including for change of mind. Faulty or incorrect items are covered separately below, at no cost to you.

Return conditions

To be eligible for a return, items must be:

• Unworn, unwashed and in original, resaleable condition;
• Free from marks, makeup, deodorant, perfume or pet hair;
• With all original tags still attached and any hygiene stickers intact;
• Returned with a return request made within 30 days of delivery.

We reserve the right to decline a return, or to apply a partial refund, where an item is returned outside these conditions.

Non-returnable items

For hygiene and other reasons, the following can't be returned unless faulty:

• Pierced jewellery, including earrings;
• Gift cards;
• Items marked as final sale on the product page.

Return shipping

For change-of-mind returns, return shipping is the customer's responsibility. We recommend using a tracked and insured service, as we cannot be responsible for returns lost or damaged in transit. The original outbound shipping (where applicable) is non-refundable.

How to start a return

1. Email us at support@serenacoast.com.au with your order number and the item(s) you'd like to return.
2. We'll reply with a return authorisation and the return address, usually within one business day.
3. Pack your item securely with tags attached and post it back within 30 days of delivery, keeping your tracking number.

Refunds

Once your return arrives and passes inspection, we'll process your refund within 3–5 business days to your original payment method. Your bank or card provider may take a few extra days to display the funds. We'll email you to confirm once your refund has been issued. Original shipping charges (where applicable) are non-refundable.

Exchanges

We don't hold stock aside for exchanges, so the quickest way to swap a size or colour is to return your original item for a refund and place a new order — that way you won't miss out while stock lasts. If you'd like help choosing, email support@serenacoast.com.au and we'll happily advise on fit.

Sale items

Discounted and sale items may be returned under the same 30-day terms, unless clearly marked as final sale on the product page.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or incorrect, we'll make it right at no cost to you. Please email support@serenacoast.com.au within 30 days of delivery with your order number and a photo of the issue, and we'll arrange a replacement or full refund — including any return postage.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.