Serena

All sales are final due to the nature of our product. No refunds.

If you need to cancel an order after you have completed the checkout process, please call or email us immediately. Orders cannot be canceled after they are shipped.

Exchanges

Incorrect or defective items may be exchanged if they are in their original, unaltered package. Replacement items will be shipped as soon as the original item is returned. Due to the personal nature of hair products, we adhere to a strict policy with regard to exchanges. All hair merchandise is packaged in clear packaging allowing you to view and to touch the hair merchandise without removing it. If the merchandise is removed from the packaging the seals will be broken making the item unsuitable for exchange.

Check the item(s) you are sending us for exchange. If the item is not in a condition that you would accept as NEW, it should NOT be sent to us for exchange.

IF THE ITEM IS REMOVED AND HANDLED, WE WILL NOT ACCEPT IT FOR EXCHANGE. Handling includes combing, brushing, washing, dying, curling, braiding, spraying, wearing, etc. If such an item is returned to us, the item will be held for 10 days pending the customer's payment of shipping charges to have it returned to them.

We must be able to confirm receipt of item(s) sent to us for exchange. We recommend you use a shipping service with and will not reimburse your return shipping costs except in the case of our mis-shipment. We will gladly exchange or issue a full refund for any item shipped in error. Please read the special terms of sale for international shipments.

Important Note

According to the federal law, you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We will not accept any merchandise that has been handled (brushed, combed, picked, cut, or washed) in any way. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law.

Restocking Fees / Exchange Shipments

A 15% restocking fee and shipping charges apply to all exchanges. If the sale price of the item being returned is greater than the item requested, we will apply the difference in price toward shipping cost.