Refund policy

Last updated: 4 November 2026

At SERAPHA, we want you to be completely satisfied with your purchase. If something isn't quite right, we're here to help.

Please read our returns and refund policy below before requesting a return.

1. RETURNS

You have the right to return an online order within 14 days of receiving your item, provided you notify us of your decision to cancel.

Once you have notified us, you have a further 14 days to send the item back.

To be eligible for a return, items must:

Be unworn and unused.
Be in their original condition.
Have all original tags and labels attached.
Be returned in their original packaging where reasonably possible.

We reserve the right to assess returned items before issuing a refund.

2. REFUNDS

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method.

For cancellations made under your statutory 14-day cooling-off rights, refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever happens first.

Original standard delivery costs will also be refunded where required by law. Additional costs for premium or express delivery upgrades are not refundable beyond the cost of standard delivery.

Please allow additional time for your bank or payment provider to process the refund.

3. EXCHANGES

If you would like a different size or item, please contact us before returning your order.

Exchanges are subject to stock availability. We cannot guarantee that a replacement item will be available.

4. FAULTY OR DAMAGED ITEMS

We take pride in the quality of our products. However, if your item arrives damaged, faulty or incorrect, please contact us as soon as possible.

Please include:

Your order number.
A description of the issue.
Clear photographs of the item, where applicable.

We will review your request and arrange an appropriate resolution.

If an item is faulty or not as described, you will retain all rights and remedies available under UK consumer law. Return costs for faulty items will be covered by SERAPHA where applicable.

5. NON-RETURNABLE ITEMS

For hygiene and product protection reasons, certain items may not be eligible for return, including:

Items that have been worn, washed or damaged after delivery.
Items with removed or damaged tags where this affects their resale condition.
Personalised or custom-made products, except where faulty or otherwise protected by law.

This does not affect your statutory cancellation rights or your rights regarding faulty goods.

6. SALE ITEMS

Items purchased during sales, promotions or special offers are subject to the same statutory consumer rights as full-price products.

Sale items may be returned in accordance with the conditions outlined in this policy.

7. HOW TO REQUEST A RETURN

To begin a return, please contact our customer support team using the contact details below.

Email: seraphaclothing@gmail.com

Please include your order number and the reason for your return.

Do not send items back without first contacting us for the appropriate return instructions.

8. UK CONSUMER RIGHTS

Nothing in this policy affects or limits your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other applicable consumer protection legislation.

Where this policy provides less protection than the law, your statutory rights will always take precedence.