Refund Policy

Online orders can be returned within 14 days of receipt,

taking into account the following information.

We do not accept worn, soiled or damaged items.

You may keep the freebies that may be included in the package.

SERPENT respects the environment, so we ask for your help by returning your items in their original packaging.

Please also make sure that you remove, stick over or cross out the old stickers on the original packaging before you attach the Serpent return label.

We do not accept returns of underwear, swimwear,

or after the hygiene seal has been removed –

unless an item was damaged at purchase or of poor quality.

Items not purchased online cannot be returned or exchanged by post - only in store.

The return is free only if the process of creating the return label (explained in the next section) has been respected.

It is possible to exchange and return the items as long as they are not excluded from the above return policy.

Remember to take with you the products you want to exchange or return, the invoice, which you can also download to your phone, and all the documents that were included in your delivery package. Without these documents, the store is unable to accept returns or exchanges.

Online purchases can be returned to the store

considering the following information:

The refund will be in the form of a gift card.

Alternatively, you can also exchange your items.

You can exchange by selecting a new item from the store.

For in-store purchases or orders through Order in Store (OIS) :

In this case, you can receive your refund the same way you originally paid. You can also get the refund via a voucher or simply exchange it for a different product.

However, items ordered via Order in Store can only be Refunded

at the same store where the order was originally placed.

Please note that you cannot return Order in Store orders and items that were purchased directly in the store by post, as bank transfer is not possible.

Orders paid by invoice can only be returned to the warehouse. 
Please follow the online return instructions above 
and use the return label generated by SERPENT 
to return items free of charge.