Here to make things right

Our return and refund options depend on whether you purchased a physical product or a digital product. Please review the relevant section below and contact us before returning any physical item.

Many physical Serendi Bear products are printed or prepared specifically after an order is placed. For this reason, we generally cannot accept returns or provide refunds for change of mind, accidental purchases, or preference-related reasons unless required by applicable law.

Please do not send a product back without contacting us first and receiving return instructions.

If a physical product arrives damaged, defective, or different from what you ordered, contact us within 14 days of delivery. Include your order number, a description of the problem, and clear photographs of the product and its packaging.

After reviewing the claim, we may offer an appropriate replacement, refund, or other solution. The available resolution will depend on the circumstances and applicable law.

Because digital files are delivered electronically and cannot be physically returned, digital purchases are generally final and non-refundable once the download link, file, or digital content has been accessed or downloaded.

If you purchased the wrong digital product, received an incorrect file, or experience a technical problem that prevents access, contact us promptly so we can review the situation and help. Nothing in this policy limits any non-waivable rights provided by applicable law.

If you need to cancel or modify an order, contact us as soon as possible. We will try to help, but cancellation or modification cannot be guaranteed once payment has been processed, a digital product has been delivered, or production and fulfillment of a physical product have begun.

If you believe you placed or were charged for the same order more than once, contact us promptly with the relevant order numbers and payment details. We will review the transactions and provide the appropriate assistance.

Use our contact page and provide your full name, email address, order number, the product involved, and a clear explanation of the issue. For damaged, defective, or incorrect physical products, include photographs whenever possible.

We may request additional information before approving a replacement, return, or refund.

If a physical return is approved, we will provide the applicable instructions and return address. Items must be returned in the condition requested and, whenever possible, in their original packaging.

Do not return products to the address shown on the original shipping label unless we specifically instruct you to do so. Unauthorized returns may not be received or processed.

Approved refunds are issued to the original payment method whenever possible. Processing times vary depending on the payment provider and financial institution. Original shipping charges and return shipping costs are not refundable unless the product was damaged, defective, incorrect, or reimbursement is otherwise required by applicable law.

This policy does not exclude, restrict, or replace any consumer rights that cannot legally be waived. If the laws applicable to your purchase provide additional cancellation, return, replacement, or refund rights, those rights will continue to apply.