refund, return & exchange policy

we want you to love your purchase. if you’re not satisfied, we’re here to help, subject to the terms below:

Eligibility for Returns & Exchanges

To be eligible:

  • items must be returned within 7 business days from the date of delivery 
  • items must be unused, unwashed, and in original condition with packaging and tags intact
  • for full priced items only
  • 'sale items' are not eligible for return or exchange
  • 'change of mind' option is not applicable
  • exchanges are only permitted if the item received is incorrect or defective.

How to Return or Exchange

To initiate a return or exchange, please email us at hello.sereinrtw@gmail.com
Our team will review your request, and return details will be provided if it meets our eligibility requirements.

Refund & Returns

Once your returned parcel is received and inspected, we will notify you of the approval or rejection of your refund.

Approved refunds will be processed within 10 to 15 business days (depending on your bank or payment).

Refunds are issued to the original payment method.

Shipping fees are non-refundable (unless item was defective or we sent the wrong product).

Defective or Wrong Items

If you received a defective, damaged, or incorrect item, please contact us within 7 business days of delivery and provide clear proof of the issue.

Important Information

  • return / exchange shipping costs are to be borne by the customer
  • items purchased during sale or using vouchers are not eligible for return or exchange.
  • sereinrtw is not liable for parcels lost in transit during return shipping.
  • sereinrtw reserves the right to refuse a return should the item arrive in dissatisfactory condition.
  • reward points redeemed and original delivery charges are non-refundable.
  • this policy applies to purchased made on www.sereinrtw.com within Malaysia.
  • sereinrtw is not responsible for third party purchases (ie: from personal shopper)
  • while we ensure all parcels are securely packed before dispatch, we are not liable for damage incurred during transit.

we reserve the right to decline returns that do not meet the stated conditions. accounts exhibiting suspicious return behaviour may be subject to review or suspension.

Returning Something? Here's How

Step 1:
Email us at hello.sereinrtw@gmail.com - with proof of the incorrect or defective item. Please wait for our team’s reply before proceeding.

Step 2:
Return the item in its original condition via courier to the address provided.
Kindly note that we do not accept walk-ins or drop-offs.

Step 3:
Once received, we will inspect the item and notify you via email regarding your refund or exchange status.

Step 4:
If approved, the refund or exchange process will be initiated accordingly.

Frequently Asked Questions (FAQ)

How many returns or exchanges are allowed?
Each purchase is eligible for a one-time return or exchange only.

How will my refund be processed?
Refunds will be issued to the original payment method used at checkout.
Processing times may vary depending on your payment provider.

Can I exchange for a different item?
Yes [subject to availability]

  • if the new item is priced lower, the price difference will be refunded via online banking.
  • if priced higher, we will advise on the additional payment required.

Will my reward points be reinstated if I return my item?
Reward points are non-refundable and non-reinstatable once used.

Can I return or collect my parcel in person?
At the moment, all returns and exchanges must be arranged via courier.

should you require further assistance, feel free to contact us at hello.sereinrtw@gmail.com