RETURN AND REFUND POLICY 

This Return and Refund Policy outlines the terms, conditions, and requirements governing all return requests for purchases made on SerenityGallerie.com. By placing an order for watches or fine jewelry with Serenity Gallerie, you acknowledge and agree to the following terms in their entirety without exception.

 

1. Scope & Return Eligibility

Return eligibility is strictly determined by item category, condition, and customization status. Only items explicitly meeting every requirement outlined in this Policy qualify for return consideration.

Eligible Purchases:

  • Pre-Owned Watches: Pre-owned luxury watches purchased online through SerenityGallerie.com are eligible for return, subject to full compliance with the timelines, packaging, and condition requirements in this Policy.
  • Estate & Fine Jewelry: Non-customized, non-altered pre-owned or estate fine jewelry purchased online is eligible for return under the standard return terms.

Strictly Final Sale (Non-Returnable & Non-Refundable):

The following transactions and product categories are strictly Final Sale and are not eligible for return, refund, store credit, or exchange under any circumstances:

  • Custom-made, made-to-order, personalized, or engraved jewelry
  • Any jewelry piece or watch that has been resized, altered, polished, repaired, or modified after purchase
  • Any order paid in whole or in part using cryptocurrency
  • Any purchase failing to meet every requirement set forth in this Policy

(Note: Items classified as Final Sale are explicitly designated as such on their respective product listing pages prior to purchase).

 

2. Defective, Damaged, or Incorrect Items 

Serenity Gallerie maintains rigorous authentication and multi-point quality control standards. However, if an item arrives damaged in transit, mechanically defective, with gemological defects (such as loose stones or broken clasps), or materially inconsistent with the product listing:

  • Reporting Requirement: You must contact support@serenitygallerie.com within three (3) calendar days of delivery, providing detailed description and clear photographs or video evidence of the defect or damage.
  • Resolution & Fee Waiver: Upon initial verification, Serenity Gallerie will issue a complimentary, fully insured return shipping label. Once received and physically verified by our inspection team, you will receive a 100% full refund to your original payment method with zero restocking fees and zero shipping deductions, or a complimentary repair/replacement if preferred and available.

 

3. Standard Return Initiation Process (3-Day Window)

For eligible pre-owned watches and non-custom fine jewelry being returned for standard preference reasons (buyer’s remorse):

  • Initiation Deadline: Return requests must be initiated within three (3) calendar days from the exact date and time the shipment is marked as “Delivered” by the carrier tracking system.
  • Method of Contact: To initiate a return, you must contact Serenity Gallerie customer service via email support@serenitygallerie.com or phone (727) 351-2622 with documented written communication.
  • Strict Expiration: Return requests initiated after the 3-day calendar window will be automatically rejected. No exceptions will be made for personal travel, unopened packages, delayed delivery inspection, gift-giving schedules, or third-party handling.

 

4. Return Shipping Requirements & Drop-Off Window (24-Hour Rule)

Upon conditional approval of your return request, Serenity Gallerie will generate and provide a prepaid, fully insured FedEx return shipping label.

Mandatory Dispatch Rules:

  • 24-Hour Shipping Window: You must tender the package to FedEx within twenty-four (24) hours (1 business day) of receiving the return shipping label.
  • Authorized Drop-Off Facility: Packages must be handed directly to an agent and scanned in person at an official FedEx Print & Ship Center. You are strictly required to obtain a printed, time-stamped receipt confirming the exact drop-off date, time, and location.
  • Prohibited Drop-Off Locations: Tendering packages to FedEx Authorized ShipCenters (third-party pack-and-ship stores), FedEx drop boxes, grocery store drop counters, or any unattended drop point is strictly prohibited. Doing so will immediately void return approval, void transit insurance coverage, and result in return denial.

Exclusive Label Authorization:

  • Customers are strictly required to use the prepaid, insured FedEx return label generated and provided directly by Serenity Gallerie.
  • Returns shipped using self-purchased, unauthorized, or third-party labels will be refused upon arrival and returned to the sender.
  • Serenity Gallerie accepts zero liability, responsibility, or financial obligation for lost, stolen, damaged, misdirected, or delayed shipments sent using unauthorized labels.

 

5. International Return Policy

For purchases shipped to addresses outside of the United States:

  • Shipping & Transit Fees: International customers returning items for buyer’s remorse are solely responsible for all return transit costs and mandatory full-value insurance using an approved global express carrier (FedEx or DHL Express) with signature required.
  • Customs, Tariffs, and Duties: All original import duties, value-added taxes (VAT), sales taxes, customs clearance fees, or brokerage tariffs paid at delivery are non-refundable by Serenity Gallerie. Customers must contact their local customs authority directly to apply for duty drawbacks or refunds.
  • Transit Liability: Serenity Gallerie assumes no responsibility for international return packages lost, stolen, or held by foreign customs authorities during return transit.

 

6. Required As-Shipped Item & Documentation Condition

To qualify for a refund, all returned items must arrive at our facility in the exact As-Shipped Condition in which they left our possession.

Watch Condition Standards:

  • Zero Wear or Handling Marks: The watch must show zero evidence of wear or handling, including no new scratches, scuffs, abrasions, crystal chips or cracks, strap creasing, clasp wear, bracelet stretch, or residue.
  • Zero Alteration or Tampering: The caseback must remain unopened. There must be zero evidence of internal movement access, added/removed/resized links, component swapping, aftermarket part installation, or tool marks.

Jewelry Condition Standards:

  • Zero Physical Alteration: Metals must show no wear, polish loss, scratches, or sizing marks. Prongs, mountings, side stones, center stones, and clasps must be completely intact without bending or stress marks.

Packaging, Certificates, & Security Tags:

  • Security Tags & Stickers: The red security sticker and all non-removable security tags must remain completely intact, untampered, and unremoved. Any removed or reattached security sticker automatically voids return eligibility.
  • Original Documentation & Packaging: All original boxes, outer sleeves, presentation cases, instruction manuals, warranty books, original receipts, and appraisals must be returned intact.
  • Diamond & Gemstone Certificates: Original independent grading certificates (e.g., GIA, AGS, EGL) supplied with watches or diamond/gemstone jewelry must be returned in original condition. A mandatory, non-negotiable $250 replacement fee will be deducted from the refund for any missing or damaged original grading certificate.

 

7. Restocking Fees and Refund Calculations

Accepted standard returns (buyer’s remorse) are subject to specific fee deductions subtracted directly from the gross purchase price prior to refund issuance:

  • 20% Restocking Fee: A flat twenty percent (20%) restocking fee will be deducted from all accepted buyer’s remorse returns. This fee covers non-refundable payment processing and merchant administrative fees (credit cards, PayPal, Shop Pay, Affirm, Klarna), technical inspection, gemological authentication, compliance overhead, and administrative re-listing expenses.
  • Shipping & Insurance Cost Deductions: The actual cost of initial shipping, return transit, and full-value carrier insurance incurred by Serenity Gallerie will be deducted from the final refund total.

 

8. Verification, Inspection, and Unacceptable Returns

  • Video-Recorded Inspection: Every returned package undergoes a high-resolution, video-recorded unboxing and technical/gemological inspection upon arrival. During this process, Serenity Gallerie verifies serial numbers, movement functionality, gemstone authenticity, metal purity, packaging integrity, and adherence to As-Shipped condition standards. All inspection findings determined by Serenity Gallerie are final and non-negotiable.
  • Unacceptable Returns: A return will be categorized as Unacceptable if it exhibits signs of wear, tampering, missing components, missing certificates, removed security tags, delayed drop-off, or unauthorized label usage.
  • Consequences: Unacceptable returns will be denied and returned to the customer at the customer’s expense. Alternatively, at Serenity Gallerie’s sole discretion, an unacceptable return may be accepted subject to an elevated restocking fee plus all associated repair, re-certification, and processing deductions.

 

9. Refund Processing Timelines

  • Processing Period: Once an item passes physical and technical inspection, approved refunds are processed within three (3) to five (5) business days.
  • Method of Refund: Refunds are issued exclusively to the original payment method used at checkout.
  • Financial Posting Delays: Please note that individual banking institutions, credit card companies, and payment platforms may require additional billing cycles to post the refunded funds to your account. Serenity Gallerie is not responsible for external banking delays.

 

10. Policy Enforcement & Service Modifications

Serenity Gallerie reserves the right to deny return privileges or refuse service to any individual exhibiting patterns of policy abuse, fraudulent claims, serial returning, or bad-faith transactions. Serenity Gallerie reserves the right to modify or update this Policy at any time in accordance with applicable governing laws and merchant standards.

Contact Information

For questions regarding this Return and Refund Policy, or to submit a return request, please contact our support team:

Email: support@serenitygallerie.com

Phone: (727) 351-2622

Website: SerenityGallerie.com