Serena Policy – Hear+Hi

Shipping Time

Serena earbuds is a pre-order item. And shipping begins September 2022. Follow our Facebook page and Serena Facebook support group to get the latest news. 

  • Facebook Page:
  • Facebook official group:


Pre-sales are not automatically eligible for refunds, but we will make every effort to accommodate return requests as long as your item is in the same condition that you received it, sealed and unused, in its original packaging. You’ll also need the digital receipt or proof of purchase.

To start a return, you can contact us at If your return is accepted, we’ll send you  instructions on how and where to send your return item. Items sent back to us without first requesting a return will not be accepted. We will notify you once we’ve received and inspected your return. If approved, we will issue your refund as soon as possible.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can make it right.

Returns and Refunds

Please examine your order upon arrival for any discrepancies or defects. If there is a problem, please notify us within 5 days of receipt of shipment. Absolutely no returns will be accepted after 30 days.

A full credit will be given for returned products that are undamaged, less a return processing fee. A prepaid shipping label will be provided for your return and the return shipping cost will be deducted from your refund. Please return each item in its original box and with all original packing materials. Please note, returns made without our pre-paid shipping label are not eligible for a shipping cost reimbursement. A $10 processing fee + shipping charges (varies by area) will be deducted from your refund for each device returned.

To return an item within your product's return window, contact us first by e-mail or telephone for a Return Authorization Number. We will need your name, contact information and details of the product and original order. Please note: all returns must be postmarked by the last day of your return window, or within 1-3 days of the return label issue date if your return request was submitted during the last few days of your return window. There are no exceptions to this policy.

Please contact us immediately if there are any issues during shipment/delivery of your order. All orders are subject to review for replacement/refund. Please note if your order shows as “delivered” and you did not receive your item, we will be unable to offer a refund. A replacement will be determined upon further investigation. All replacements provided by Omnilux are subject to shipping/handling charges and are not eligible for a refund.

Cancellations: We understand things can change! Cancellation of orders prior to shipping are eligible for a refund less a processing fee. If you have any questions, please contact us at


In the event of shipping damage to items, please save all packaging materials and report damage immediately to the carrier. All shipping damage claims must be filed directly with the carrier and SerenaEarbuds must be notified.

Legal Rights

Your legal rights are not affected by anything stated on this page.

Serena Earbuds reserves the right to change, modify, add, or remove portions of this statement at any time. You should check this page periodically for changes. Your continued use of this Site following the posting of changes to this statement will mean that you accept those changes.

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