Refund policy

RETURNS & REFUNDS

Returns are accepted within 30 days after the order is delivered. Anything returned after 30 days of delivery date will not be eligible for a refund.

To be eligible for a return, your item must be unworn, unused, unwashed, and in the same condition that you received it. It must also be in the original packaging.

You can choose to get a refund or to get a new product of the same value.

Refunds are issued back to the original form of payment used for the purchase. Please note that it can take 3-5 business days for the payment to show on your account after the refund has been processed.

Shipping fees are non-refundable.

 

EXCHANGES

We only replace items if they are defective or damaged, but please contact us if you have any other problem with your order.

 

CANCELLATIONS

You can request a cancellation within 12 hours of purchase. We begin processing orders almost immediately after they are placed on our website so if you need to cancel an order you can email us at support@serpentsun.com.

 

RETURN ADDRESS

To return your product, you should mail your product to:

U.S. Customers:

UNDERHEAVEN LTD, 11201 Ed Brown Rd, Charlotte, North Carolina, 28273, US.

International Customers:

UNDERHEAVEN LTD, boulevard Macedonia 179, office 17, Silistra, 7500, Bulgaria.

Please note that you will be responsible for paying for your shipping costs for returning your item.

 

EUROPEAN UNION 14-DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

REFUNDS

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 5 business days have passed since we’ve approved your return, please contact us at support@serpentsun.com.