Refund policy

1. 30-Day Return Policy

You have 30 days after receiving your item to request a return. To be eligible, the item must:

  • Be in its original condition, unused and unwashed.
  • Include all original tags, labels, manuals and accessories.
  • Be returned in the original packaging.
  • Be accompanied by a receipt or valid proof of purchase.

2. How to Start a Return

To initiate a return, please contact us at contact@serenemamastore.com

Returns must be sent to 6/23 Germein Street, Semaphore South SA 5019 Australia

3. Approved Returns

If your return is accepted, we will provide detailed instructions on how and where to send your package.

  • Defective or damaged products: If the item is confirmed to be defective, damaged, or incorrect, we will issue a return shipping label.
  • Change-of-mind, sizing or preference: For returns that are not due to an error on our part, the customer is responsible for all return shipping costs. 

4. Exchange Conditions

If you would like to exchange your item for a different size, colour, or a different product:

  • You must first return the original item at your own expense.
  • Once we receive and inspect the returned product and verify that it meets our return conditions, we will issue a store credit coupon equal to the value of the product.
  • You may then use this coupon to place a new order for your preferred item, subject to availability.

5. Refund Policy Overview

Customer satisfaction is our priority. Our Refund Policy explains clearly when and how refunds are issued once a return is approved. 

6. Eligibility for Refund

Refunds are issued only after we receive and inspect the returned item and confirm that it meets all of the following criteria:

  • The item is unworn, unused and unwashed.
  • The item is in its original packaging with all tags and accessories attached.
  • The original receipt or valid proof of purchase is provided.
  • The return request was made within the 30-day return period.

7. Refund Process

Once your return is received and approved, we will notify you by email. The refund will be issued to your original payment method within 5 business days. Please note that your bank, credit card provider, or payment service may take additional time to post the refund to your account.

8. Refund Timeframe

  • Approval: 1–2 business days after we finish inspecting the item.
  • Issuance: Within 5 business days after approval.
  • Bank processing: 2–7 business days, depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@serenemamastore.com.

9. Refunds for Damaged or Lost Orders

If your item was lost or damaged in transit, we will open an investigation with the courier.

  • Please contact us within 7 days of delivery (or from the expected delivery date if your order never arrived) if your order is incomplete, damaged, or missing.
  • Once the investigation confirms that the order was lost, damaged, or not delivered as expected, we will offer either a full refund or a replacement, depending on stock availability and your preference.

10. Non-Returnable / Non-Refundable Items

We do not accept returns or issue refunds for:

  • Gift cards.
  • Returned items that are not in their original condition, are damaged, or are missing parts or accessories for reasons not due to our error.

11. Contact Us

If you have questions about this policy or need assistance with a return, refund or exchange, please contact us:

Serene Mama Store

Contact
Email: contact@serenemamastore.com
Phone: +61 481 707 572

Address
6/23 Germein St, Semaphore, South Australia 5019, Australia

Business Hours
Monday to Friday, 9:00 AM – 6:00 PM (AEST, UTC+10)

Note: All returns, exchanges, and refunds are subject to inspection and must comply with the conditions set out in this policy and with applicable Australian consumer law.