This policy outlines the terms and conditions for returns and refunds for products purchased from serenarecipes.com. As a print-on-demand retailer, we do not hold physical inventory. All products are custom-made specifically for your order by our production partner, Printify, and their network of Print Providers.
1. Policy Coverage
Due to the custom nature of our products, we offer replacements or refunds only for issues related to production or fulfillment error.
We offer a free replacement or a full refund if:
- Manufacturing Error: The product has a verifiable defect, such as poor-quality printing, faulty stitching, or an error in the design placement exceeding the allowable tolerance (e.g., $0.5″$ for DTG products).
- Damaged Product: The item arrives physically damaged due to shipping or handling.
- Wrong Item Received: The product received differs from the product ordered (e.g., wrong type, color, or size tag).
2. Non-Refundable and Non-Returnable Scenarios
We cannot support returns, exchanges, or refunds for the following reasons, as they are not covered by our production partner’s policy:
- Order of Incorrect Size or Color: The customer ordered the wrong size, wrong color, or the wrong product type. We urge customers to consult all provided size charts before placing an order.
- Buyer’s Remorse: The customer simply changes their mind after the order has been produced.
- Incorrect Address Provided: The order was shipped to an address that was entered incorrectly by the customer at checkout.
- Minor Placement Variations: Print placement variations for DTG, DTF, EMB, and AOP products are within the industry standard tolerance of $0.5″$ and are not considered a defect.
- Unsuccessful Delivery: While we can address unsuccessful deliveries, this typically results in a partial refund or a paid reprint, not a free reprint or full refund.
3. Reporting an Issue and Claim Process
Any issue with a received product must be reported within 30 days of the product delivery date to qualify for a resolution.
To initiate a claim, please follow these steps:
- Contact Us: Send an email to contact@serenarecipes.com.
- Provide Details: Include your order number and a brief, precise description of the issue.
- Provide Photographic Evidence: Clear photographic or video evidence is mandatory for all quality or damage claims. The evidence must clearly show the defect, damage, or incorrect product.
- For print placement issues, a photo showing the issue with a measuring tape or ruler is required.
- Review and Resolution: We will review your claim and communicate directly with our Print Provider. We aim to respond with a resolution (replacement or refund) within 3–5 business days.
4. Handling of Returns
Do not mail the product back to serenarecipes.com or the return address on the package.
In the case of a damaged or defective item, we typically do not require the product to be returned. If a return is necessary for the Print Provider’s quality control, we will issue specific instructions and a prepaid shipping label. Any unauthorized returns will not be processed for a refund.
5. Refund Issuance
Approved refunds will be processed back to the original method of payment used for the purchase. Please allow 5–10 business days for the financial institution to post the funds to your account once the refund has been initiated by us.
Contact Information
For questions or to report an issue, please contact us:
Email: contact@serenarecipes.com
Website: serenarecipes.com
