Refund policy
Returns & Right of Withdrawal Policy
Right of Withdrawal
As a general rule, you have the right to withdraw from your purchase within 14 days from the day you receive your order when purchasing at a distance.
To exercise your right of withdrawal, you must clearly inform us that you wish to withdraw from the purchase before the withdrawal period has expired. You do not need to provide a reason.
You can contact us via:
The contact form on our website
Email: hello@sereinarc.se
Please include your order number and the items you wish to return.
Once you have informed us that you wish to exercise your right of withdrawal, the goods must be returned without undue delay and no later than 14 days after you notified us.
You can also request a return or cancellation through your customer account when the option is available. If the order has already been dispatched, you can instead exercise your right of withdrawal and request a return.
Conditions for Returns
You have the right to inspect the product to the extent necessary to determine its characteristics and functionality.
We ask that you handle the jewellery with care and, where possible, return it together with its original packaging.
If the product has been handled more than was necessary to inspect it and this has resulted in a reduction in value, we may be entitled to deduct an amount corresponding to that reduction in value from your refund.
Return Shipping
When exercising your right of withdrawal, the customer is responsible for the cost of return shipping.
You may choose how you wish to return the item. We recommend using a trackable and adequately insured shipping method and packing the return securely.
If, at your request, we provide a prepaid return label, we will inform you of any cost for the label before the return is sent.
For complaints concerning an incorrect, damaged or defective item, Serein Arc will cover the necessary return shipping costs.
Refunds
When you exercise your right of withdrawal, we will refund the amount due without undue delay and no later than 14 days from the day we receive your notice that you wish to withdraw from the purchase.
We may withhold the refund until we have received the returned goods or until you have provided evidence that the goods have been sent back.
Refunds are normally made using the same payment method that was used for the original purchase.
If you withdraw from the entire order, we will also refund the cost of our standard delivery. If you chose a more expensive delivery option than our standard delivery method, we are not required to refund the additional cost of the more expensive option.
The customer is responsible for the cost of return shipping in the case of a standard withdrawal, unless we have expressly offered free returns.
Depending on your payment provider, it may take a few additional banking days for the refund to appear in your account after we have processed it.
Exchanges
If you would like to exchange a size or product, please contact us before sending the item back.
Once we have received and approved the return, we will send the replacement item, provided it is available in stock.
The customer is responsible for return shipping in the case of a standard exchange.
Serein Arc covers the shipping cost of the replacement item at no additional charge.
Exchanges are subject to stock availability. If the requested item is unavailable, we will offer a refund or another agreed solution.
Incorrect, Damaged or Defective Items
If you have received the wrong item, or if the product is damaged or defective, please contact us as soon as possible.
Please provide your order number, a short description of the issue and, where possible, photos showing the fault or damage.
For an approved complaint, you will not be required to cover the necessary costs of returning the defective item.
We will help you find an appropriate solution in accordance with applicable consumer protection legislation.
Uncollected Parcels
Failing to collect a parcel does not automatically mean that you have informed us that you wish to exercise your right of withdrawal.
If a parcel is not collected and is returned to us, we may, where permitted by applicable law, charge a reasonable fee corresponding to the actual costs incurred for return shipping and handling.
We therefore recommend that you contact us if you wish to cancel or withdraw from an order rather than allowing the parcel to be returned automatically.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to goods that have been made according to the customer’s instructions or otherwise clearly personalised.
Other statutory exceptions may apply in specific circumstances.
Consumer Rights
This return policy does not limit any rights you have under mandatory consumer protection legislation.
Serein Arc is a registered company in Sweden.
If we are unable to resolve a dispute together, Swedish consumers may in certain cases contact the Swedish National Board for Consumer Disputes (ARN). Consumers in other EU countries may also seek guidance from the relevant national consumer authorities.
Contact
If you have any questions about a return, exchange or complaint, you can contact us via:
or through the contact form on our website.
We normally respond no later than the next business day.
Serein Arc
Registered company in Sweden
Last updated: September 2026.