Refund policy

REPLACEMENT AND REFUND POLICY

Last updated: July 1, 2026

At GOF Serenity, we want you to feel happy and confident with your purchase. If something does not look right, arrives damaged, or is not what you ordered, please contact us at gof.serenityusa@gmail.com and we will do our best to make it right.

Please read our policy carefully before placing an order. By purchasing from GOF Serenity, you agree to the terms below.

SECTION 1 – REPLACEMENT AND REFUND WINDOW

Our replacement and refund request window lasts 7 days from the date your order is marked as delivered.

If 7 days have passed since your order was delivered, unfortunately we may not be able to offer a replacement or refund.

To qualify for support, you must contact us within 7 days of delivery and provide the required proof listed below.

SECTION 2 – DO WE ACCEPT RETURNS?

At this time, we do not accept general returns for change of mind.

Because our products are carefully packed decor pieces, we do not accept returns or exchanges for reasons such as:

- You changed your mind
- You no longer want the item
- You selected the wrong item, size, color, or design
- You entered an incorrect shipping address
- The product does not match your personal preference after delivery

However, if your item arrives damaged, defective, incorrect, or missing, we will review your claim and may offer a replacement or refund if your request is approved.

In most approved damage or defect cases, you do not need to return the original item. You may keep, donate, or dispose of it at your convenience unless we specifically request otherwise.

SECTION 3 – WHEN ARE REPLACEMENTS OR REFUNDS APPROVED?

We may offer a replacement or refund if the item you received has a major issue, including:

- The item is damaged during shipping
- The item is defective
- The item is significantly different from the product description
- You received the wrong item
- Part of your order is missing
- The package is confirmed lost by the carrier

If your claim is approved, we will either send you a replacement at no additional cost or issue a refund, depending on the situation and product availability.

SECTION 4 – DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or defective, please contact us within 7 days of delivery at:

gof.serenityusa@gmail.com

Please include clear photos or videos showing the issue. This helps us review your claim quickly and provide the best solution.

If your claim is approved, we will send a replacement for free. In rare cases where a replacement is not available or practical, we may issue a refund for the eligible item.

SECTION 5 – WRONG OR MISSING ITEMS

If you receive the wrong item or part of your order is missing, please contact us within 7 days of delivery.

Please include:

- Your order number
- A photo of the item you received
- A photo of the shipping label
- A photo of the full package and all items received

Once we review your claim, we will send the correct item, replace the missing item, or provide another appropriate solution.

SECTION 6 – LOST PACKAGES

If your order has not been delivered and the tracking information does not show successful delivery, please contact us at:

gof.serenityusa@gmail.com

If the carrier confirms that your package is lost, or if your order has not arrived within 30 days from the shipment date, we may offer a replacement or refund after reviewing the case.

Please note that we are not responsible for packages that are marked as delivered by the carrier but are missing due to theft, incorrect address, or circumstances outside our control. However, you may still contact us and we will try to help you with the next steps.

SECTION 7 – CUSTOMER INFORMATION ERRORS

Please review your order information carefully before completing your purchase.

We typically do not offer replacements or refunds due to customer errors, including:

- Incorrect shipping address
- Missing apartment, suite, or unit number
- Incorrect product selection
- Incorrect size, color, or design selection
- Refusing delivery
- Failure to pick up a package when required by the carrier

If you notice an error in your shipping information, please contact us as soon as possible. We can only update the address if the order has not yet been processed or shipped.

SECTION 8 – PRODUCT APPEARANCE NOTE

Please allow for slight differences between product photos and the actual item you receive.

Colors, wood tones, textures, and details may vary slightly due to lighting, photography, screen display settings, and the natural characteristics of materials.

For handcrafted or wood-style decor pieces, small variations in color, texture, and finish are normal and are not considered defects.

SECTION 9 – WHAT DO I NEED TO PREPARE BEFORE CLAIMING?

To file a replacement or refund claim, please email us at:

gof.serenityusa@gmail.com

Please include the following information:

- Order number
- Full name used on the order
- Full delivery address
- Clear photos or videos of the defective, damaged, wrong, or missing item
- A photo of the shipping label
- A photo of the package and all items received
- A brief description of the issue

Our support team will review your photos, videos, and order details. If your claim is eligible, we will provide a replacement or refund according to this policy.

SECTION 10 – REPLACEMENT PROCESS

If your replacement request is approved, we will send a replacement item to you at no additional cost.

Replacement orders generally follow the same processing and shipping timeframe as regular orders. Delivery time may vary depending on your location, product availability, and carrier conditions.

SECTION 11 – REFUND PROCESS

If your refund is approved, we will process the refund to your original payment method.

Refund processing usually takes 3–5 business days after approval. Please note that your bank, credit card provider, PayPal, Apple Pay, or payment processor may take additional time to post the refund to your account.

Shipping fees may be non-refundable unless the refund is due to our error, a defective item, a damaged item, or a lost package approved under this policy.

SECTION 12 – SALE ITEMS AND GIFT CARDS

Sale items, promotional items, and gift cards are generally non-refundable unless they arrive damaged, defective, incorrect, or are otherwise eligible under this policy.

SECTION 13 – CONTACT US

If you have any questions about replacements, refunds, or your order, please contact us at:

GOF Serenity
Website: gofserenity.com
Email: gof.serenityusa@gmail.com