Refund Policy

SereneShade Refund Policy

Last updated: August 25, 2026

At SereneShade, we want you to be completely satisfied with your sleep comfort essentials. If something isn't right, our straightforward returns process is here to help. This policy explains your options, the steps to request a return, and how we handle refunds, exchanges, and quality concerns.

Our 30-Day Return Window

You may return any eligible item within 30 days of delivery for a refund or exchange. This return window applies to all products purchased from SereneShade, including items from our curated brands: Targus, SwissGear, Dore & Rose, and Away.

Return Eligibility and Conditions

To qualify for a return, items must be:

• In their original condition—unworn, unused, and with all original tags and packaging intact.
• Returned within the 30-day window from the delivery date.
• Accompanied by your order number or proof of purchase.

Items that have been used, washed, or show signs of wear beyond a simple try-on may not be eligible for a standard return. If you have questions about whether your item qualifies, please contact us before sending it back.

Refunds and Exchanges

Once we receive and inspect your return, we'll process your refund or exchange promptly:

• Refunds: The full purchase price will be refunded to your original payment method (credit card or PayPal) within 5–7 business days after we approve your return. Please note that your bank or card issuer may take additional time to post the credit to your account.
• Exchanges: If you'd prefer a different size, color, or style, just let us know when you submit your return request. We'll ship your exchange once your return is received and inspected. If the exchange item has a different price, we'll charge or refund the difference.

Shipping Fees

• Standard shipping on your original order is $8.00, unless your order qualified for free shipping (orders over $45.00).
• Return shipping: We provide a prepaid return label for all standard returns. The return shipping cost will be deducted from your refund, unless the return is due to our error (e.g., you received a damaged, incorrect, or defective item)—in that case, we cover the full return shipping cost.

Non-Returnable Items

For hygiene reasons, we cannot accept returns on items that have been opened and used if they are classified as personal care or hygiene products (such as sleep masks that have been worn). If your item falls into this category and you believe it is defective or damaged, please contact our quality assurance team instead—we will work with you to resolve the issue.

How to Start a Return

To request a return or exchange, please email our after-sales team at aftersales@sereneshade.shop. Include the following information to help us process your request quickly:

• Your full name and the email address used for the order
• Your order number
• Tracking number (if the package is in transit)
• What you received versus what you expected
• Your preferred resolution—refund, replacement, or exchange

Alternatively, you can reach out through our primary support channel at support@sereneshade.shop, and we'll direct your request to the appropriate team.

What Happens Next

Our after-sales team follows a clear process to ensure your return is handled properly:

1. Verification: We verify your order in our system and check carrier status or review the photos you provide.
2. Return label: If your return is eligible, we issue a prepaid return label via email.
3. Receipt and inspection: Once your item arrives at our facility, we inspect it to confirm it meets our return conditions.
4. Refund or replacement: After inspection is complete, we process your refund or ship your replacement. You'll receive an email confirmation at each step.

If your case is more complex—for example, if there's a dispute about the item's condition—our after-sales supervisor will personally review the case and provide a resolution within 3 business days.

Damaged, Incorrect, or Defective Items

If you receive an item that is damaged, incorrect, or defective, please contact us within the 30-day return window. We'll make it right—at no cost to you.

What to Do

Email our after-sales team at aftersales@sereneshade.shop with the following details:

• Your order number
• The tracking number (if the package is in transit)
• A description of what you received versus what you expected
• High-resolution photos showing the damage, defect, or incorrect item
• Your preferred resolution—refund, replacement, or exchange

How We Review Your Claim

Claims for damaged or defective items are reviewed by our quality assurance team. Here's the process:

1. Our quality assurance team acknowledges your claim within 1 business day of receiving it.
2. A preliminary visual review is completed within 2 business days.
3. If visual clues are inconclusive, the item may be sent to the brand's authentication or quality team—at no cost to you.
4. The final verdict and remedy plan are sent to you within 7 business days of receipt, or up to 14 business days if lab testing is required.

If we confirm the item was damaged, defective, or incorrect at the time of shipment, we will issue a full refund (including original and return shipping costs) or send a replacement, depending on your preference. We'll also cover any return shipping costs associated with the claim.

Quality and Authenticity Guarantee

SereneShade is committed to selling 100% authentic products sourced exclusively from authorized brand distributors and brand-owned operations. Every invoice and certificate of authenticity is kept on file, and products with unclear provenance are never listed. Each product record is also checked by a human reviewer against the brand's official specification sheet to ensure images, titles, and attributes match the original.

Our Authenticity Commitment

We guarantee that all items sold on SereneShade are genuine. If you discover that a product is not authentic, we offer a 200% refund of the purchase price and cover all return shipping costs. Additionally, we will permanently remove the responsible supplier from our network and review other items from that supplier to protect other customers.

How to File an Authenticity Claim

If you suspect an item is not genuine, please email our quality assurance team at quality@sereneshade.shop with:

• Your order number and product name
• Full set of product photos—front, back, labels, and logo
• Any included documentation (receipt, care tag, batch number)
• A short description of why you suspect the item is not genuine

Upon delivery, we also invite you to verify your item by checking for the brand's logo, care label, and unique batch code. Our "Know Your Product" guide, available via the FAQ section on our website, explains what each authenticity marker should look like. If you have any concerns during this inspection, please reach out to us right away.

Inspection and Verification Process

When a quality or authenticity claim is submitted, our quality assurance team follows these steps:

1. Logs the issue in our quality database and asks for photos if not provided.
2. Runs a preliminary internal review.
3. Coordinates with the supplier or brand as needed—including sending the item to the brand's authentication team for forensic analysis if visual inspection is inconclusive.
4. Provides a resolution within the timelines outlined above.

If an item is confirmed to be non-genuine, we immediately provide a 200% refund of the purchase price, arrange return shipping at no cost to you, and remove the responsible supplier from our network permanently. Complex or recurring quality issues are escalated to our quality manager, who oversees corrective actions for the affected product lines.

Our Quality Standards

We perform spot-checks on incoming shipments using an expanded checklist of common defects, including loose stitching, fabric pilling, elastic tension, and packaging integrity. If a failure rate above 1.5% is detected, the entire lot is returned to the supplier. This proactive approach helps ensure the products we ship meet our standards.

Reporting a Quality Issue

If you experience a product quality issue—such as a defect or performance complaint—please email quality@sereneshade.shop with:

• Your order number
• The product SKU (from your order confirmation or the product packaging)
• High-resolution photos of the defect or issue
• A description of when and how the issue was noticed

Our quality assurance team will respond within 8 business hours on business days and work with you to resolve the issue, whether that means a refund, replacement, or repair.

Warranty Information

Warranty coverage for your product follows the information provided in the product documentation and the brand's support guidance. If you believe your item is covered by a warranty and needs service, please contact us and we'll help you initiate a claim.

To start a warranty claim, email our after-sales team at aftersales@sereneshade.shop with your order number, the product name, and a description of the issue. Our team will verify your order and guide you through the brand's warranty process.

Contact Us

We're here to help at every step. Our customer service team operates Monday through Friday, 9:00 AM – 6:00 PM Central Time. Messages left outside these hours are queued and answered the next business morning—you can email us any time.

Primary Support

For general order questions, payment and billing issues, account assistance, or coupon and promo code help, contact our primary support team:

• Email: support@sereneshade.shop
• First response time: Within 8 business hours on business days

When emailing, please include your full name, the email address used for the order, your order number (if available), and a clear description of your question or issue. Our team will route your request to the right specialist if needed and escalate complex cases to a supervisor within 24 hours if unresolved.

After-Sales Department

For returns, exchanges, refunds, order tracking, damaged or incorrect items, and warranty claim initiation:

• Email: aftersales@sereneshade.shop
• First response time: Within 6 business hours on business days

Quality Assurance Department

For product defect reporting, authenticity verification, performance complaints, or feedback on product quality:

• Email: quality@sereneshade.shop
• First response time: Within 8 business hours on business days

About SereneShade

SereneShade is an independent multi-brand specialist for eye masks and sleep comfort essentials, operated by Willow & Wake Retail Group LLC. We curate products from Targus, SwissGear, Dore & Rose, and Away to bring you a streamlined shopping experience. Our address is:

2487 Birchwood Drive
Austin, TX 78704
United States

We're committed to straightforward support before and after your order, with clear policies and responsive help. If you have any questions not answered here, don't hesitate to reach out—we're happy to help.