Refund policy

Return and Refund Policy

At EDEN & SERAPH, we maintain strict quality standards. To keep our shipping free and our prices competitive, we only accept returns or exchanges for specific issues as outlined below.

Eligibility for Returns

Returns are only accepted if the request is submitted within 5 days of delivery and meets one of the following criteria:

  • Defective or Damaged Product: Items damaged during transit or with manufacturing defects.

  • Wrong Item Received: The product delivered does not match your order.

  • Size Discrepancy: The item received does not match the size ordered (subject to a standard ±0.5-inch measurement tolerance).

1. Mandatory Evidence for Claims

To process a replacement or refund for a defective or wrong item, we require clear proof. Requests without the following cannot be entertained:

  • Unboxing Video: A continuous video showing the opening of the package and the initial inspection of the product.

  • Photos: High-resolution images of the defect, the wrong item, or the measurement discrepancy against a ruler/tape.

  • Original Packaging: Photos of the courier cover and shipping label.

Note: If damage was caused by scissors or sharp objects during unboxing, the claim will be rejected unless the unboxing video proves otherwise.

2. Non-Returnable Items & Situations

We do not accept returns or exchanges for:

  • Change of Mind: We do not offer returns if the customer no longer wants the item.

  • Customer Error: If the customer ordered the wrong size or provided an incorrect address, any replacement must be handled as a new order at the customer's expense.

  • Sale Items & Gift Cards: All purchases of sale items or gift cards are final.

  • Normal Color Variation: Slight color differences in DTG printing are standard and do not qualify as a defect.

3. Shipping & Delivery Issues

  • Undelivered/RTO: If an order is returned to us (RTO) due to an incomplete address or the customer being unreachable, it will be sent to: 132/A, 4th Floor, Pocket-D, Mayur Vihar Phase-2, New Delhi, 110091.

  • Lost in Transit: Once confirmed lost by the courier, we will either re-ship the item or issue a full refund.

  • Damaged on Arrival: If the external package is visibly damaged upon delivery, please ensure you mention this in the courier’s delivery remarks.

4. Refunds

Once your return is received and inspected, we will notify you of the approval.

  • Approval: Approved refunds are processed to your original payment method within 30 business days.

  • Follow-up: If you haven’t received your refund after 30 business days of approval, please contact us at edenandseraph@gmail.com.

Questions? Reach out to us anytime at edenandseraph@gmail.com.