Refund policy
Serava Gowns Returns & Exchanges Policy
At Serava Gowns, we want our customers to feel confident when shopping with us. Please read this Returns & Exchanges Policy carefully before purchasing.
This policy applies to purchases made from Serava Gowns in Australia and internationally.
Nothing in this policy is intended to limit, exclude or replace any rights you may have under the Australian Consumer Law or any other applicable consumer law.
1. Change-of-Mind Returns
Serava Gowns does not offer refunds for change of mind.
Change of mind includes, but is not limited to:
• Choosing the wrong size
• Changing your mind about the style, colour or fit
• No longer needing the item
• An event being cancelled or changed
• Finding another item you prefer
• Finding the item cheaper elsewhere
• Purchasing multiple items to choose from
For eligible change-of-mind returns, Serava Gowns may offer an exchange where suitable stock is available, or store credit at our discretion.
2. Change-of-Mind Timeframes
To request a change-of-mind exchange or store credit, you must contact Serava Gowns within the following timeframes:
• Australian orders: within 7 days from the date of purchase, collection or delivery
• International orders: within 14 days from the date of delivery
Requests made outside these timeframes may be refused, except where required by law.
3. Change-of-Mind Return Conditions
To be eligible for a change-of-mind exchange or store credit, the item must be:
• Unworn
• Unused
• Unwashed
• Unaltered
• Undamaged
• In original condition
• With all original tags, labels, packaging and proof of purchase
• With all security ribbons, return ribbons and tags fully attached and untampered with
If the security ribbon, return ribbon, tag or label has been removed, cut, damaged, tampered with, altered, reattached or is missing, the item cannot be returned, exchanged or credited for change of mind.
Serava Gowns reserves the right to refuse any change-of-mind return if the item does not meet these conditions.
4. Final Sale Items
The following items are final sale and cannot be returned, exchanged or credited for change of mind:
• Sale items
• Clearance items
• Discounted items
• Promotional items
• Accessories
This does not limit any rights you may have under Australian Consumer Law if an item is faulty, damaged, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.
5. How to Request a Change-of-Mind Exchange or Store Credit
Before returning or bringing back any item, you must email Serava Gowns at:
info@seravagowns.com.au
Your email must include:
• Your full name
• Order number or receipt number
• Date of purchase, collection or delivery
• Dress name, style, colour and size
• Reason for the exchange or store credit request
• Clear photos of the item, including the front, back, tags, labels and security ribbon/return ribbon
• Confirmation that the item is unworn, unused, unwashed, unaltered and undamaged
All change-of-mind returns must be approved by Serava Gowns before the item is sent back or brought into store.
Items returned without prior approval may be refused or returned to the customer at the customer’s cost.
Approval of a return request does not guarantee an exchange or store credit. All items must be received and inspected by Serava Gowns before any exchange or store credit is issued.
6. Return Shipping Costs
For change-of-mind returns, the customer is responsible for all return shipping costs.
Original shipping fees, express shipping fees, international shipping fees, duties, taxes and customs charges are not refundable for change-of-mind returns.
The customer is responsible for the item until it is safely received by Serava Gowns. We recommend using tracked postage or a reliable courier service.
Serava Gowns is not responsible for items that are lost, delayed or damaged in return transit.
7. Store Credit
Where Serava Gowns approves store credit for a change-of-mind return, the store credit:
• Will be issued after the item has been received and inspected
• Is valid for 3 months from the date of issue, unless a longer period is required by law
• Is not redeemable for cash
• Is not transferable
• Must be used in one or more purchases before the expiry date
• Cannot be extended after expiry, unless required by law
Store credit is provided as a change-of-mind goodwill remedy and is not a gift card purchased by the customer.
8. Exchanges
Exchanges are subject to stock availability.
If the requested exchange item is unavailable, Serava Gowns may offer store credit instead.
If the replacement item is higher in price, the customer must pay the difference.
If the replacement item is lower in price, Serava Gowns may issue the difference as store credit at our discretion.
9. Faulty, Damaged or Incorrect Items
Customers must inspect their item as soon as possible after purchase, collection or delivery.
If you believe an item is faulty, damaged, incorrect, not as described, unsafe or otherwise does not meet a consumer guarantee under Australian Consumer Law, you must contact Serava Gowns promptly by email at:
info@seravagowns.com.au
Your email should include:
• Your full name
• Order number or receipt number
• Date of purchase, collection or delivery
• Dress name, style, colour and size
• A clear description of the issue
• Clear photos or videos showing the issue
• Photos of the tags, labels and security ribbon/return ribbon, where relevant
• Proof of purchase
We ask that customers contact us as soon as possible, and preferably within 7 days of noticing the issue, so we can assess the matter promptly.
This timeframe does not limit any rights you may have under Australian Consumer Law.
10. Assessment of Faulty Items
Serava Gowns has the right to assess the item before providing a remedy.
An item will not be considered faulty where the issue is caused by:
• Normal wear and tear
• Misuse
• Accidental damage
• Failure to follow care instructions
• Damage caused after purchase, collection or delivery
• Alterations or repairs carried out by someone other than Serava Gowns
• A fault or feature that was clearly disclosed before purchase
If the item has a major problem under Australian Consumer Law, you may be entitled to choose a refund, replacement or other remedy.
If the item has a minor problem, Serava Gowns may choose to repair the item, replace the item, offer store credit, or provide another remedy as required by law.
11. Sale Items and Australian Consumer Law
Sale items, clearance items and discounted items are final sale for change-of-mind purposes only.
If a sale item has a fault or does not meet a consumer guarantee under Australian Consumer Law, Serava Gowns will provide a remedy as required by law.
12. International Orders
International customers must contact Serava Gowns within 14 days of delivery for eligible change-of-mind exchange or store credit requests.
International customers are responsible for:
• Return shipping costs
• Duties
• Taxes
• Customs charges
• Any import or export fees
• Any costs associated with returning the item to Serava Gowns
Original international shipping charges, duties, taxes and customs fees are not refundable for change-of-mind returns.
International returns must be approved by Serava Gowns before being sent back.
13. Refused Returns
Serava Gowns may refuse a return, exchange or store credit where:
• The item was returned without approval
• The item is outside the change-of-mind timeframe
• The item has been worn, used, washed, altered or damaged
• Tags, labels, packaging, security ribbon or return ribbon are missing, removed, damaged, tampered with or reattached
• The item is a final sale item being returned for change of mind
• The item does not match the original purchase
• The customer cannot provide proof of purchase
• The return does not comply with this policy
Where a return is refused, the customer may be required to pay any costs to have the item returned to them.
14. Contact Us
For all return, exchange, store credit, faulty item or incorrect item enquiries, please contact:
Serava Gowns
Email: info@seravagowns.com.au