REFUND POLICY

This Returns Policy applies to goods ordered online at www.serrabah.com under a contract with Serra Bah Limited ("Serra Bah") and goods ordered under a contract with a third party seller that sells goods on our website www.serrabah.com or in store (a "Concessionaire Brand"). References in this Returns Policy to "we", "us" or "our" shall be deemed to refer to the relevant Concessionaire Brand where your order relates to a contract with such Concessionaire Brand or, alternatively, to Serra Bah where your order relates to a contract with Serra Bah.

If you are a customer in the European Economic Area (EEA) and you order an item online, you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) under the “How to return an item” heading below. For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.

 

For the avoidance of doubt, your right to cancel does not apply to:

  • custom-made items and personalised items; and vitamins or supplements where the seal has been broken.

If you receive faulty goods, you may also have a right to return these goods and/or to ask us to repair or replace them or get a refund.

Items must be returned within 28 days of receipt. Items bought in store can only be returned direct to the store. Any Debenhams products including beauty which were purchased online can only be returned online and will not be accepted in store.

For hygiene reasons, we cannot offer returns or refunds on cosmetics (including beauty products), pierced jewellery, swimwear or lingerie if the product or item has been used, if the hygiene or product seal has been broken or is no longer in place or if the product is not in its original packaging (if applicable), unless faulty. Items of footwear and/or clothing must be unworn and unwashed with the original labels attached. Also, footwear must be tried on indoors.

 

We do not offer any refund or return in respect of:

  • custom-made items and personalised items; and vitamins or supplements where the seal has been broken.

 

Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

 

Faulty Goods

We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

To help us get this fixed for you ASAP, when you first contact us please include the following information;

  • Your name
  • Order number
  • Product name and code
  • Picture of the fault
  • Description of the fault

How do I return?

We have a 15-day return policy, which means starting from the day you receive it. You will have to pay for your return fee.

Please return the item to the seller using the label that was included with your delivery. If you ordered multiple products from different sellers, you must return each of them separately to the individual sellers. If your delivery did not include a label, please contact us at support@serrabah.com for the best approach to return your purchases.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return simply follow the steps below;

1) Your item must be in the same condition that you received it, unworn or unused, with tags.
2) Repack your items into their original packaging
3) You’ll need the receipt or proof of purchase.
4) To initiate a return, please email us at support@serrabah.com

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@serrabah.com

 

Can I cancel or edit my order?

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse.

 

When will I receive my refund?

It may take up to 21 days to get your refund after you have returned your item. That is 14 days for the carrier to return the package to us, our warehouse to process your return, and an additional 7 days for the refund to reach your account.

We'll keep you updated and send you an email as soon as the package comes back at our warehouse, and again once your refund has been processed.

I received a faulty or incorrect item item what do I do?

We're sorry to hear you received an item that was not in excellent condition or differed from what you bought. Please visit our contact us page and send us an email at support@serrabah.com, and our team will be pleased to assist.

To help get this addressed as soon as possible, please include the following details when contacting us:

• Your name • Order number • Product name or code (this can be found on your order confirmation email) • Picture of the fault or Video of the fault

 

Can I exchange an item?

We do not provide an exchange facility for our orders. Simply return the item(s) and reorder a replacement. We will process your refund after we get your unwanted items.