Refund policy
Serqiva provides a 30-day return window for orders delivered to customers. This policy explains how to request a return, exchange, refund, or cancellation and what happens after your request is submitted.
30-Day Return Window
You may request a return within 30 days from the date your order is delivered.
Do not send an item back before contacting us and receiving approval. All return requests must go through the return approval process described below.
How to Request a Return
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Contact info@serqiva.com within 30 days of delivery and request a return.
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We will review your request.
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If your return is approved, we will provide the applicable return instructions and tell you how and where the item should be sent.
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If a return shipping label forms part of the approved return process, the applicable label or instructions will be provided to you.
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Send the item according to the approved return instructions.
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Once the returned item is received, it will be inspected.
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If the return satisfies the applicable approved return conditions, the refund will be processed to the original payment method.
Please do not send returns to our Operating Address unless specifically instructed to do so as part of your approved return instructions.
A Return Address has not been designated in this policy. The appropriate return destination or instructions will be provided as part of the approved return process.
Return Shipping Cost
Return shipping is free for approved returns and exchanges.
There is no restocking fee.
Follow the return instructions provided after approval so that the return is handled correctly.
Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect item, contact us at info@serqiva.com within the 30-day return window.
We will review the request and, if approved, provide the applicable return or exchange instructions.
Do not send the product to our Operating Address unless your approved instructions specifically direct you to do so.
Exchanges
Exchanges are available for eligible products.
To request an exchange, contact info@serqiva.com. We will review the request and provide the applicable instructions if it is approved.
Return shipping for approved exchanges is free.
Inspection
After a returned item is received, the inspection process takes 1–3 business days.
The return will be reviewed before a refund is approved and processed.
Refunds
After inspection and approval, refunds are processed within 10 business days.
Refunds are issued to the original payment method used for the order.
Serqiva transactions are in MYR.
There is no restocking fee.
Order Cancellations
Orders may be cancelled before shipment.
If you want to cancel an order, contact info@serqiva.com as soon as possible. Once an order has shipped, it is no longer eligible for cancellation under the cancellation process.
Contact & Business Information
Store Name: Serqiva
Operating Address:
18, Jalan S2 B15,
Seremban 2, 70300 Seremban,
Negeri Sembilan, Malaysia
Contact Email: info@serqiva.com
Operating Hours: 8:00 AM–7:00 PM (GMT+8)
Business Days: Monday–Friday
Expected Response Time: Within 48 business hours
The address above is Serqiva's Operating Address and is provided for business identification and transparency. It is not designated as a Return Address.
Please do not send returns to our Operating Address unless specifically instructed to do so as part of your approved return instructions.