Refund policy

Studio Seruni — Return & Refund Policy

1. All Sales Final (Made-to-Order & Bespoke)

Every Studio Seruni piece is handmade to order, customised, or one-of-a-kind; therefore, we do not accept returns or refunds for change-of-mind or buyer’s error. This complies with Singapore law, which does not grant a general cooling-off period for retail purchases.

  • Non-returnable without exception (unless required by law): bespoke/custom items, earrings, gift cards, items damaged by misuse.
  • Cancellations are not possible once production has started.
2. Your Statutory Rights (Defects & DOA)

Under Singapore’s Consumer Protection (Fair Trading) Act (“Lemon Law”), you may seek a remedy for goods that do not conform to the contract.

  1. Notify us at studioseruni.singapore@gmail.com within:
    • 48 hours for damage/incorrect item on arrival (attach photos & unboxing video if possible).
    • 6 months for other manufacturing defects.
  2. Provide order number, description, clear photos (front, back, issue), packaging, and shipping label.
  3. We will first repair or replace. If that is impossible within a reasonable time, we may offer a price reduction or refund.

What is not a defect: normal handmade variations, wear and tear, damage after tamper seal removal, or improper care.

3. Refunds (When Legally Required)

If a refund is the appropriate remedy:

  • We refund the item price to your original payment method.
  • Shipping, duties, and taxes are non-refundable.
  • Processing time: 7–10 business days after approval; bank posting times vary.
4. Anti-Fraud Safeguards
  • We may request photo/video evidence and ID-to-order verification.
  • We may refuse service for patterned or excessive defect claims, missing evidence, or suspected wardrobing.
  • Removal of tamper-evident seals signifies acceptance of the goods (statutory rights still apply).
5. Care Instructions

Keep jewellery away from moisture, perfumes, and oils. Store flat in the pouch/box provided. Wipe gently with a soft, dry cloth after wear.

6. Contact

Email only (to keep a written record): studioseruni.singapore@gmail.com

Hours: Mon–Fri, 10:00–18:00 SGT (excluding public holidays)