Refund Policies

Exchange, Return, and Warranty Policy
At Serhena, we are committed to ensuring the satisfaction of our customers. If you need to exchange or return a product, please follow the guidelines below:

1. Dissatisfaction with the Product
   Deadline: 7 (seven) calendar days from the receipt of the product.

2. Defective Product
   Deadline: 30 (thirty) calendar days from the receipt of the product.

Initial Step : Contact our Customer Service Center via email at serhenaoficial @ gmail.com to request an exchange or return.

Conditions for Exchange or Return

• The product must be unused and in its original condition.
• It must be sent to the address provided by our team, along with the original packaging.
• After receiving the product, we will inspect its condition. If everything complies with our policy, we will process the refund or send the new product within 5 (five) business days.

Options for Return Due to Dissatisfaction :

• Exchange for another available item in stock.
• Refund of the amount paid for the product (shipping fees will not be refunded, except in cases of error or manufacturing defect).

Product Warranty
All products come with a 30 (thirty) calendar day warranty, starting from the receipt date.

How to Claim the Warranty :

• Send a video of up to 1 minute or clear photos showing the defect, along with the original packaging (the postal label must be visible).
• Our team will review the images and provide guidance on the next steps.

The warranty does NOT cover :

• Aesthetic damage caused after use (scratches, cracks, etc.).
• Damage caused by fluids (such as immersion in water, unless the product is specifically water-resistant).
• Issues caused by unauthorized repairs or modifications.
• Natural wear and tear, such as oxidation, scratches, or reduced battery life.
• Durability tests performed by the customer.
• Serhena does not offer technical assistance or have authorized repair partners.

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Frequently Asked Questions

1. I requested an exchange. How long will it take to receive the new product?
   After we receive the returned product and confirm it meets the required conditions, we will send the new item within 5 (five) business days.

2. I requested a return. How long will it take to receive my refund?

   • Bank Slip : The refund can be processed as store credit or via digital account (PagSeguro or Mercado Pago).
   • Credit Card : The refund will be processed as store credit or a chargeback to the card, depending on your choice. The chargeback may take 30 to 60 days to appear on the statement, depending on the card issuer.

3. What happens if the product shows signs of use or misuse?
   If the returned product shows signs of use or misuse, it will be sent back to the customer without prior notice.

Customer Service Channels
For any further questions, we are available:
Email: serhenaoficial @ gmail.com

Best regards,
Serhena Team