Returns & Warranty

Thank you for your purchase

Please ensure you provide us with the correct shipping address, should the incorrect shipping address be provided to us any additional postage costs to get the parcel re-delivered are payable based on Australia Post's rates. This applies to all orders that have the incorrect shipping address (even orders over $100-)

Serenade products carry a 6 months manufacturer’s warranty from the date of purchase and it will cover defective workmanship and materials only. The warranty does not extend to damages caused by misuse of product, colour transfer/dis-colouring due to placing products with other colour items, wear and tear or sales and discounted products. In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.

Please note: We recommend, when using adjustable straps that the buckle where you adjust the bag is worn on the front of the body, not the back for comfort and to avoid any potential wearing on your clothes.

Please note: It’s unfortunate that within the current environment, the use of hand sanitizer has increased. At Serenade we want you all to be safe however please be mindful that the use of hand sanitizer and other alcohol based products can have a damaging effect on your beautiful new purchases.

You should not immediately hold patent leather handles after applying hand cream because the oils and chemicals in the cream can stain, cause discoloration, or damage the patent finish by penetrating the coating. It is essential to wait until the hand cream has completely dried to avoid leaving permanent marks or causing the finish to become sticky or dull. Damage to the coating can occur over time: For patent leather, grease and oils can penetrate the top coating and mix with the leather underneath, creating blotches and bubbling/peeling. Excess hand cream should always be removed/your hands completely dry before handling your bag or wallet.

 

 

RETURNS & WARRANTY

Please choose carefully, as we DO NOT REFUND, credit, exchange or accept returns if customer change their mind or find that the purchased item is not suitable for their needs. Please be aware that there is no “cooling off” period for purchasing with Serenade’s E-Boutique.


Serenade products carry a 6 months manufacturer’s warranty from the date of purchase and it will cover defective workmanship and materials. The warranty does not extend to damages caused by misuse of product, colour transfer/discolouring due to placing products with other colour items, or wear and tear.


All warranty claims must be emailed to sales@serenadeleather.com.au with proof of purchase, and must be sent via a prepaid and traceable method to ensure safe and documented delivery. Serenade Leather takes no responsibility for missing incoming deliveries without proof of delivery.


Warranty claims for item(s) will be evaluated by Serenade Leather, and in the case of major fault the customer may request repair, replacement, or full refund of the purchase price of the product including shipping. Serenade Leather reserves the rights to refuse any repair, exchange or credit for non-warranty items.


We do not provide price adjustments/matches for prior purchases at any time including Sale or Promotional Periods.

 

Serenade Leather – Returns, Exchanges & Change of Mind Policy

Online Purchases Only

 

Thank you for shopping with Serenade Leather. We want you to feel confident in your purchase. While we encourage you to choose carefully, we offer a change of mind returns and exchange policy for online orders under the following clear terms and conditions.

 

1. Timeframe & How to Request a Return or Exchange

You may request a return or exchange for change of mind within 7 days of delivery.

To start the process, please email our Sales Team at sales@serenadeleather.com.au within the 7-day period. Include your contact information, order number, the item(s) you wish to return or exchange, and whether you would like a refund or an exchange (and your preferred replacement item if exchanging).

We will review your request and provide return instructions and a Return Authorisation number if approved.

 

2. Condition of Returned Items

To be eligible for a return or exchange, the item(s) must meet all of the following conditions:

  • The product must be unused, unworn, and in its original condition.
  • All original packaging, tags, dust bags, and any accessories must be included exactly as received.
  • Items must be returned in similar packaging to how they were originally sent (for example, in the same size box if the item was originally shipped in a box) to prevent damage during transit.
  • We strongly recommend using registered or tracked post. Serenade Leather is not liable for any returns that are lost, damaged, or delayed in transit.

 

3. Shipping Costs

  • You are responsible for all return shipping charges.
  • While we offer free shipping on initial online orders over $100, any shipping costs associated with returns or exchanges (including the cost of sending a replacement item) are payable by you, unless we have agreed otherwise in writing.

 

4. Restocking Fee

If you request a refund (i.e. returning the item without an exchange), a 20% restocking fee will apply to the value of the returned item(s).

 

5. Sale Items

Items purchased on sale, at a discounted price, or during promotional periods may not be eligible for change of mind returns or exchanges. Acceptance of sale item returns or exchanges is at the sole discretion of the Serenade Leather team.

 

6. Exchanges

Exchanges are subject to stock availability of the replacement item. If the replacement item is of a higher value, you will pay the difference. If it is of lower value, we will refund the difference (subject to any applicable restocking fee where relevant). You remain responsible for return shipping costs and any shipping costs for the new item.

 

Important Additional Information

  • All returned items are inspected upon receipt. Only items that fully meet the conditions above will be accepted.
  • Approved refunds will be processed to your original payment method within 7–10 business days after we receive and approve the return.
  • This change of mind policy applies to online purchases only and is separate from your rights under the Australian Consumer Law regarding faulty or defective products (which are covered under our separate warranty provisions).

 

This policy does not affect your statutory rights under the Australian Consumer Law.

Cancellation:

If you would like to cancel an order, please email to: sales@serenadeleather.com.au with order number within 5 hours.