Serendipity Australia wants you to love your purchase. If for some reason you are not happy with your purchase, we offer a flexible return policy.

Returns eligibility (change of mind)

We accept returns within 30 days of delivery for items that are:

• new and unopened
• in original packaging
• in a resalable condition

Return postage is paid by the customer.

Food safety / opened products

For hygiene and food safety reasons, we cannot accept returns or issue refunds for opened matcha/tea products, or any item that has been used, opened, or tampered with (unless the item is faulty).

Faulty or incorrect items

If you receive the wrong item or an item is faulty/damaged, contact us within 48 hours of delivery with photos and we will arrange a replacement or refund where appropriate.

International orders, customs, and refused deliveries

International orders may be subject to VAT/duties/handling fees charged by the destination country. These are the customer’s responsibility.

If you refuse delivery or do not collect a parcel due to customs fees and the parcel is returned to us:

• a refund may be processed only after the parcel is received back and inspected, and
• we may deduct return shipping costs and any fees incurred.

Refunds

Once your return is received and inspected, we’ll notify you of the outcome. If approved:

• refunds are issued to the original payment method
• original shipping fees are not refundable (except where required by law or where we made an error)

How to start a return

Email us at serendipityaustralia2024@gmail.com with:

• your order number
• the item(s) you want to return
• reason for return

Do not send returns without contacting us first.