Return & Refund Policy

Last updated: August 19, 2026

At SerenRun, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return, exchange, or refund in accordance with the policy below.

Return & Exchange Period

Returns and exchanges are accepted within 30 calendar days from the date of delivery.

To be eligible for a return or exchange, the item must:

  • Be unused and unwashed
  • Be in its original condition
  • Include the original packaging
  • Show no signs of wear, damage, installation, or alteration
  • Be accompanied by proof of purchase or an order number

Eligible Returns

We accept returns and exchanges for the following reasons:

Buyer’s Remorse Returns may be requested if you:

  • Changed your mind after purchase
  • Ordered the wrong item
  • No longer need the item

Defective, Damaged, or Incorrect Items Returns may also be requested if:

  • The product arrives damaged
  • The product has a manufacturing defect
  • You receive an incorrect item
  • The item received differs significantly from the item ordered

Return Shipping Costs

  • For defective, damaged, or incorrectly shipped items, SerenRun will cover the return shipping cost and may provide a prepaid return label.
  • For non-defective items (including buyer’s remorse returns), customers are responsible for the return shipping cost.

No Return Fees

SerenRun does not charge:

  • Return processing fees
  • Return handling fees
  • Restocking fees

Non-Returnable Items

The following items are not eligible for return or exchange:

  • Rugs that have been used, washed, installed, or altered
  • Products damaged due to misuse or improper care
  • Products returned without original packaging
  • Products returned in unsellable condition

How to Request a Return or Exchange

To request a return or exchange, please contact our customer support team and provide:

  • Your order number
  • Your full name
  • A description of the issue
  • Photos of the item (required for damaged, defective, or incorrect items)

Requests are typically reviewed within 1–2 business days.

If your request is approved, we will provide return instructions and the correct return shipping address. When applicable, we may also provide a prepaid return shipping label.

Important: Please do not return any item without first contacting us and receiving return authorization. Unauthorized returns may experience delays or may not qualify for a refund.

Return Address

The return address will be provided by our customer support team after your return request has been approved. Please do not ship any items to addresses that appear on the original packaging or to any other address without prior authorization.

Refunds

Once your returned item is received and inspected, we will notify you of the refund approval status.

If approved, your refund will be issued to the original payment method within 5 business days.

Depending on your bank or payment provider, additional time may be required before the refunded amount appears in your account.

Refund Amount

For defective, damaged, or incorrectly shipped items:

  • The full product price will be refunded
  • Return shipping costs will be covered by SerenRun

For non-defective returns:

  • The product price will be refunded after inspection and approval
  • Original shipping charges are non-refundable
  • Customers are responsible for return shipping costs

Exchanges

Eligible items may be exchanged for another item of equal value, subject to product availability.

Contact Us

SerenRun 915 Broadway, New York, NY 10010, United States

Email: info@serenrun.com

Phone: +1 (212) 473-1020

Business Hours: Monday – Friday, 10:00 AM – 7:00 PM (EST)