Exchange and Return Policy

How can I return an item purchased from the Serenli Online Shop?

If you wish to return an item due to shipping damage, production defects, or withdrawal, you can do so free of charge within 14 days of receipt.

To do this, you need a return code, which you can generate via our website.

An invoice is not strictly necessary for the return. It is sufficient to send the item with your name or order number. Please note the return conditions below.

After inspection by our specialist department, the refund will be processed within approx. 2–5 business days.

In accordance with the law, providing a Turkish ID number is required for returns.

How can I exchange a seasonal item?

Seasonal items can be exchanged in Serenli branches. Please bring the item in its original packaging and with the invoice.

If discount codes or vouchers were used for the online purchase, they are not valid in the store. The current prices and promotions in the store apply.

How long is the return period?

According to the Consumer Protection Act, the return period is 14 days from delivery. In the case of product defects, the return can be made within 30 days.

When will the refund be issued?

After your return has been received, it will be inspected. Once the return is accepted, you will receive a confirmation via email.

The refund will be made using the original payment method. The processing time for the credit depends on your bank.

What are the return conditions?

• The item must be returned unused, undamaged, and in its original packaging.
• A return invoice is required for corporate customers.
• In case of use, compensation for loss of value may apply.
• The inspection takes approx. 2–5 business days.

How do I get my return code?

• With a customer account: Login → My Account → Orders → Return
• Without an account: Go to Order Tracking → Enter details → "Return" button

Returns via other shipping services are subject to a fee. Unstamped/unpaid shipments will not be accepted.

In case of problems, please provide our contract code to the shipping service.

Where do I send my return?