Refund policy
Right of withdrawal, returns, exchanges and complaints
Withdraw from a purchase or request a return
Do you want to withdraw from a purchase, cancel an order that has not yet been shipped, or request a return of a delivered item?
You can do this directly through your customer account:
Withdraw from purchase / request a return
Log in using the email address used when placing the order. You will receive a one-time code by email and can then select the relevant order and submit your request.
When you use the electronic function, you will receive confirmation that your request has been received.
You can also notify us that you wish to exercise your right of withdrawal by emailing hello@sereinarc.se or through the contact form on our website. You do not need to provide a reason for withdrawing from your purchase.
Right of withdrawal
When shopping at a distance, you generally have the right to withdraw from your purchase within 14 days.
For goods, the withdrawal period begins the day after you receive the item. If an order consists of several items delivered separately, the withdrawal period normally begins the day after you receive the final item.
If the final day of the withdrawal period falls on a Saturday, Sunday or public holiday, the period is extended until the next working day.
You may also notify us that you wish to withdraw from the purchase before the item has been delivered.
To exercise your right of withdrawal, you must provide a clear statement that you wish to withdraw from the purchase before the withdrawal period expires.
Please include your order number and the items covered by your notice where possible, so that we can process your request more quickly.
You can use our electronic function through your customer account, contact us directly, or use the standard withdrawal form. Use of the standard form is not mandatory.
Returning the item
After notifying us that you wish to exercise your right of withdrawal, the item must be sent back without undue delay and no later than 14 days from the date on which you notified us.
You may choose how you wish to return the item. We recommend using a tracked shipping method and keeping the shipping receipt until the return has been completed.
The return must be packaged in a way that protects the item during transport.
When you contact us regarding a return, we will provide you with the current return address.
Condition of the item and diminished value
You have the right to inspect the item to the extent necessary to establish its characteristics and function, in much the same way as you would in a physical store.
If the item has been handled more than necessary for such inspection and this has caused an actual reduction in value, we may be entitled to make a deduction corresponding to the diminished value.
The original packaging is not required in order to exercise your right of withdrawal. However, if you still have it, we recommend including it with the return to help protect the jewellery and packaging during transport.
Return shipping
For an ordinary withdrawal, the customer is responsible for the direct cost of return shipping.
We do not charge a separate administration or handling fee for exercising your statutory right of withdrawal.
If, at your request, we offer a prepaid return label, we will inform you of the cost of the label before it is used.
For an approved complaint concerning a faulty, damaged or incorrectly delivered item, Serein Arc will cover the necessary return costs.
Refunds
When you exercise your right of withdrawal, we will refund all amounts that are due to be refunded without undue delay and no later than 14 days from the date on which we received your notice of withdrawal.
For goods, we are entitled to withhold the refund until we have received the item back or until you have provided evidence that the item has been returned, whichever occurs first.
The refund will be made using the same payment method used for the original purchase, unless we expressly agree otherwise.
If you withdraw from the entire order, we will also refund the cost of our standard delivery. If you selected a more expensive delivery option than our standard delivery, we are not required to refund the additional amount exceeding the cost of standard delivery.
The customer is responsible for the cost of returning the item in the case of an ordinary withdrawal, unless we have expressly offered free returns.
Depending on your bank or payment provider, it may take a few additional banking days for the refund to appear in your account after we have processed it.
Exchanges
Our exchange service is voluntary and is offered in addition to your statutory right of withdrawal.
If you would like to exchange a size or product, please contact us before returning the item.
Once we have received the return, we can send the replacement item, provided it is in stock.
For an ordinary exchange, the customer is responsible for the cost of returning the original item. Serein Arc covers the shipping cost of the replacement item at no additional charge.
Exchanges are subject to availability. If the requested item is no longer available, we will offer a refund or another solution agreed with you.
Complaints – faulty or damaged items
The right of withdrawal and the right to complain about faulty goods are separate rights.
If an item is faulty, damaged, does not correspond to your order, or otherwise has an original defect, you have the right to make a complaint in accordance with applicable consumer sales law.
In Sweden, consumers have a three-year right to complain about original defects. A complaint must be made within a reasonable time after the defect was discovered. A complaint made within two months of discovering the defect is always considered to have been made within a reasonable time.
Contact us at hello@sereinarc.se and provide:
- your order number
- a short description of the problem
- photos or video showing the defect where possible
For a complaint covered by applicable consumer sales law, you should not have to bear the necessary costs of returning the faulty item.
We will handle the complaint and offer an appropriate remedy in accordance with applicable consumer sales law.
Uncollected packages
Failing to collect a package does not in itself constitute notice that you wish to exercise your right of withdrawal.
If you wish to withdraw from the purchase, we therefore recommend notifying us through your customer account, by email, or through the contact form rather than simply allowing the package to be returned.
If a package is not collected and is therefore returned to us, we may charge a reasonable fee corresponding to the costs incurred as a result of the uncollected package, such as return shipping and necessary handling.
Such a fee for an uncollected package is not the same as a fee for exercising the right of withdrawal.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to goods made according to the customer's individual instructions or otherwise clearly personalised, for example a product that has been specially customised for the customer.
If an exception to the right of withdrawal applies to a particular product, this will be clearly stated before the purchase is completed.
Standard withdrawal form
You have the right to use the standard withdrawal form when you wish to notify us that you are withdrawing from a purchase.
Use of the form is optional. You can also use our electronic withdrawal function, send us an email, or provide another clear statement of withdrawal.
Consumer rights and disputes
This policy does not limit any rights you have under mandatory consumer protection legislation.
Serein Arc is operated by Shivali Sharma, a registered sole trader in Sweden.
If we are unable to resolve a dispute together, Swedish consumers may, provided the case meets the relevant requirements, submit the matter to the Swedish National Board for Consumer Disputes (ARN).
Consumers in other EU countries may also seek guidance from their relevant national consumer authorities and the European consumer advice network.
Contact
If you have questions about withdrawal, returns, exchanges or complaints, you can contact us via:
Email: hello@sereinarc.se
Contact form: through our website
We aim to respond no later than the next working day.
Serein Arc
Operated by Shivali Sharma, registered sole trader in Sweden
hello@sereinarc.se
Last updated: October 2026.