Return Policies

Exchange, Return, and Warranty Policy
Our greatest commitment is to your full satisfaction. If you selected a product from our online store and, upon receiving it, found that it has a manufacturing defect or does not match what was ordered, we guarantee your right to exchange or return the product under the terms outlined below:

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

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

Initial Step: Contact our Customer Service Center via email at serhenaoficial@gmail.com to report the issue and begin the exchange or return process.

Conditions for Exchange or Return

• The product must be unused.
• It must be sent to the address provided by our team, accompanied by the original packaging.
• After receipt and analysis, if everything is in order, the refund or exchange will be processed within 5 (five) business days.

Options for Return Due to Dissatisfaction

• Exchange: Replace with another available product from our stock.
• Refund: Receive the amount paid for the product (shipping fees will not be refunded if the delivered item is correct and in perfect condition).

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

How to Claim the Warranty:

• Send a video of up to 1 minute or photos clearly showing the defect, along with the original packaging (the postal label must be visible).
• Our team will analyze the material and provide instructions for the next steps.

The warranty does NOT cover:

• Aesthetic damage caused after use, such as cracks or scratches.
• Damage caused by fluids (e.g., immersion in water, unless the product is specified to be water-resistant).
• Repairs or modifications made by third parties or the customer.
• Improper use of accessories.
• Natural wear and tear (e.g., scratches, oxidation from uric acid, reduced battery life).
• Durability tests conducted by the customer (e.g., drops or immersion).
• Serhena does not provide technical assistance or authorized repair services.

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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 item and confirm it meets the required conditions, we will send the new product 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 to the card or as store credit, depending on your choice. The time for the refund to appear on your statement is 30 to 60 days, depending on the card issuer.

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

Customer Service Channels
If you have any questions, we are available via email:
serhenaoficial@gmail.com

Best regards,
Serhena Team