Guarantee & Returns
Eastern Serenity stands behind the quality of everything we sell. Each of our items is carefully handmade by artisans and skilled craftsmen; therefore, variations in finishes, castings, symmetry, and detailing are anticipated and expected.We offer a 100% guarantee (that includes shipping cost for replacement) for damaged, defective, or incorrectly shipped items.
Damaged, defective, or incorrectly shipped items
Damaged, defective, or incorrectly shipped items must be declared within 5 days of receiving your product by calling us at (800) 641-0137 or by email to firstname.lastname@example.org. The five day limit is to ensure that we can make a claim with the shipper for damages, alert us for quality control issues, or to quickly adjust for cross shipped items. Damaged, defective and incorrectly shipped items are returned and replaced at our expense for all shipping charges.
Please notify customer service at 800.641.0137 within 5 days of receipt that you have received damaged goods. Please hold the original packing materials and damaged merchandise for inspection - otherwise no claim, replacement, or refund can be honored. Also, take as many photos as possible and email them to email@example.com. We will then confirm the return shipping information and work through the return details.
Defective or Mis-shipped
If the package you receive contains defective or incorrect contents, please notify customer service at 800.641.0137 or at firstname.lastname@example.org within 5 days of receipt to allow us to arrange for a shipment or solution to correct the problem.
Any return for reasons other than damaged, defective, or incorrectly shipped items can be sent back in the original condition for up to:
up to thirty (30) days for refunds
up to sixty (60) days to exchange for an equal value of different sizes or other items in our collection.
After 60 days, any purchase is no longer eligible for refund or exchange.
Any return for reasons other than damaged, defective, or incorrectly shipped items will be credited for original merchandise price paid, no credit for original shipping charges. With regard to raindrums, large statuary, pillows, and other large non-catalog items, exchange shipping for both return and exchange items are to be paid by the customer.
Masks or any merchandise that cannot be sterilized upon return are ineligible for returns or exchanges.
Address for Returns and Exchanges
Exchanges and Returns
P.O. Box 6460
Santa Fe NM 87502
You must ship using a method where you have a tracking number. The tracking number is your protection to demonstrate successful arrival and confirmation that remedy is due. Without a tracking number proving delivery at our location, any claim for refund/exchange will be almost impossible to resolve. Products returned for reasons other than damaged, defective, or incorrectly shipped items will not be credited for return shipping charges.
• Sale, Clearance, and Custom ordered merchandise is not eligible for exchanges or refunds.
• Due to the difficulty of check processing refunds, mail-orders by check are eligible for exchange credit only.
When we receive items for exchange in perfect condition, you can expect in-stock items to ship within 48 hours. The customer is responsible for shipping charges for the original item’s shipment back to us, and we will ship the exchange item free of charge back to the customer.
Refund Credit Card Processing
Please allow up to 7 days after tracking indicates our receipt of a return item for a refund to be issued. Once the credit is issued, expect additional 3-5 business days for your financial institution to credit your account. If your email is included in your order, we will send an email refund confirmation on the day the credit is issued.
All sale items’ stock is limited and all purchases from sale pages are final with no exchanges or returns.