Returns, Complaints, and Order Cancellation Policy

Returns, Complaints, and Order Cancellation Policy – Seralya
Last updated: 01/01/2026

This policy applies to purchases made on https://myseralya.com and is operated by Dravexa LLC (“we”, “us”, “our”).

If you have any questions, please contact us at: hello@myseralya.com.

1) Return period

We offer a 30-day return period from the date you receive your order.
If more than 30 days have passed since delivery, unfortunately we cannot offer a refund or exchange.

2) Eligibility for returns

To be eligible for a return, the product must be:

  • Unused and untested

  • In the same condition as received

  • In its original packaging

Proof of purchase (receipt or order confirmation) is required.
Please do not send returns directly to the manufacturer.

3) Non-returnable items

The following items are not eligible for return, including but not limited to:

  • Perishable goods (e.g. food, flowers, magazines)

  • Intimate or sanitary products

  • Hazardous materials or flammable liquids/gases

  • Opened, tested, used, or worn products

  • Gift cards

  • Downloadable software/digital products

  • Certain health and personal care products (where applicable)

4) Exchanges (defective or damaged products)

We only replace items if they are defective or damaged.
If you received a defective, damaged, or incorrect product, please contact us within 48 hours of delivery at hello@myseralya.com, including:

  • Your order number

  • Photos and/or videos clearly showing the issue

Once approved, we will arrange a replacement or another appropriate solution.

5) Refunds (after approval)

Once your return is received and inspected, we will notify you by email of our decision (approval or rejection).
If approved, your refund will be processed and automatically applied to your original payment method within a few business days (posting time depends on your bank).

6) Partial refunds (if applicable)

Partial refunds may be granted in cases such as:

  • The item is not in its original condition

  • The item is damaged or missing parts not due to our error

  • The return is made after 30 days

  • The product shows signs of use (e.g. residue, scratches, odors)

7) Sale items

Only regular-priced items are eligible for refunds.
Discounted or promotional items are non-refundable. In justified cases, we may offer an exchange or store credit at our discretion.

8) Return shipping costs

Return shipping costs are the responsibility of the customer and are non-refundable.
If a refund is approved, the original shipping costs (if any) may not be refunded, where permitted by law.

For returns with a value over USD 75, we recommend using a trackable shipping service and/or purchasing shipping insurance. We cannot guarantee receipt of returned items.

9) Missing or delayed refunds

If you haven’t received your refund yet:

  • Check your bank account again

  • Contact your card issuer (processing times may vary)

  • Contact your bank

If you’ve done all of the above and still have not received your refund, please contact us at hello@myseralya.com.

10) Order cancellation

You may request to cancel your order within 2 hours of purchase confirmation by emailing hello@myseralya.com.
After 2 hours, the order may already be processing or shipped and cannot be canceled. If the order has been shipped, you may request a return after delivery in accordance with this policy.

11) Delivery issues and “Delivered” status

We make every effort to ensure orders are delivered safely. Once a shipment is marked as “Delivered” by the carrier, it is considered delivered to the provided address.

If the status shows “Delivered” but you did not receive your package:

  • Verify the shipping address in your order confirmation

  • Check secure locations (mailbox, reception, garage, neighbors, etc.)

  • Contact the carrier directly using your tracking number

  • File a claim with the carrier if necessary

If you need assistance, contact us at hello@myseralya.com — we will help facilitate the investigation.

12) Abuse and fraud prevention

We reserve the right to refuse returns or refunds in cases of:

  • Repeated return requests suggesting abuse

  • Returns that do not meet eligibility requirements

  • False or misleading information provided to obtain a refund

13) Policy updates

This policy may be updated periodically. The version in effect at the time of order placement will apply.