Refund policy

Last updated: 21 September 2026

Serment Couture is a trading name of Arshad Trade - F.Z.E, Office C1 – 1F – SF7756, Ajman Free Zone, Ajman, United Arab Emirates. This policy explains how to cancel an order, return an item and obtain a refund. It applies in addition to — never in place of — the rights the law gives you as a consumer.

1. Cancelling before dispatch

You may cancel an order free of charge for as long as it has not been handed to the carrier. Write to us as soon as possible at sermentcouture@outlook.com or on WhatsApp at +33 7 56 86 19 33, quoting your order number. If the parcel has already left, wait for it to arrive and use the right of withdrawal below.

2. Your 14-day right of withdrawal (EU / EEA / UK)

If you are a consumer resident in the European Union, the European Economic Area or the United Kingdom, you have 14 days from the day you — or a third party you designate, other than the carrier — take physical possession of the goods to withdraw from the contract without giving any reason. Where an order is delivered in several parcels, the period runs from delivery of the last item.

To exercise this right, tell us of your decision before the 14 days expire, by an unambiguous statement sent to sermentcouture@outlook.com or by WhatsApp. You may use the model form in section 9, but you are not obliged to. Please write to us before sending anything back — an unannounced parcel slows everything down.

Once you have told us, you must send the goods back within 14 days. We refund all payments received from you, including the cost of standard outbound delivery, no later than 14 days after we receive the goods back or after you provide proof that you have sent them, whichever happens first. Refunds are made to the original means of payment, at no charge to you.

You may handle the goods as you would in a shop fitting room. If an item has been used beyond what is necessary to establish its nature, characteristics and functioning, we may deduct an amount reflecting the loss in value: trying a gown on is fine, wearing it to an event is not.

3. Items excluded from the right of withdrawal

• Made-to-measure gowns. Where a gown is produced from measurements you supply to us, it is a personalised item within the meaning of Article 16(c) of Directive 2011/83/EU and the 14-day right of withdrawal does not apply to it. We state this on the product page and in your order confirmation before any payment is taken. Every other item — gowns ordered in a standard size, veils, capes, boleros, gloves, bouquets and all other accessories — is covered by the full right of withdrawal set out above.
• Sealed items unsuitable for return for reasons of hygiene once they have been unsealed after delivery.
• Gift cards.

4. Condition of returned items

To be refunded, an item must come back:

• unworn, unwashed and unaltered;
• free of perfume, make-up, deodorant marks, stains and animal hair;
• with every original tag still attached;
• in its original protective packaging, including the garment bag.

We may reduce a refund, or send the item back to you, where these conditions are clearly not met. We will always tell you first, with photographs.

5. Who pays for the return

Return shipping is at your expense when you withdraw from the contract or simply change your mind. Please use a tracked service and keep the receipt: we cannot refund a parcel that never reaches us. As a guide, a tracked return from within the EU costs between €10 and €25 depending on the country and the size of the parcel.

Where an item is faulty, damaged in transit, not as described or simply not what you ordered, we pay the return cost and you are never out of pocket.

6. Faulty, damaged or incorrect items

Please check your parcel when it arrives. If anything is damaged, faulty or incorrect, write to us with your order number and a few clear photographs of the item and of the packaging — ideally within 7 days of delivery, so that we can also act against the carrier. We will repair, replace or refund the item at our expense.

Reporting later than that does not remove your rights. Consumers in the EU and the EEA benefit from a legal guarantee of conformity of two years from delivery (Directive (EU) 2019/771). Consumers in France additionally benefit from the garantie légale de conformité (art. L.217-3 et seq. of the Code de la consommation) and the garantie des vices cachés (art. 1641 et seq. of the Code civil). Nothing in this policy limits those rights.

7. How to start a return

1. Write to sermentcouture@outlook.com, or message +33 7 56 86 19 33 on WhatsApp, with your order number and what you would like to return.
2. We reply within 24 hours with the return address and a return reference.
3. Pack the item in its original packaging, write the return reference on the outside of the parcel, and send it with a tracked service.
4. Send us the tracking number. We confirm receipt and process your refund.

Returns sent without a return reference may be delayed, because we cannot match them to an order.

8. Refunds and exchanges

Refunds are issued to the original payment method. We process them within 14 days of receiving the item back; your bank or card issuer may then take a further 5 to 10 working days to show the money in your account. Standard outbound delivery is refunded when you return a whole order; where you keep part of it, only the returned items are refunded.

We are glad to exchange an item for another size or colour where stock allows. Ask us and we will hold the replacement for you. An exchange is handled as a return followed by a new order, so your 14-day right applies again to the replacement.

9. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To Serment Couture — Arshad Trade - F.Z.E, Office C1 – 1F – SF7756, Ajman Free Zone, Ajman, United Arab Emirates — sermentcouture@outlook.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on / received on:

Order number:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

10. Complaints

Write to us first — we answer in writing within 24 hours, seven days a week, and almost everything is settled that way. If our answer does not satisfy you, consumers in the EU can obtain free guidance from the European Consumer Centre of their country of residence (eccnet.eu).

Contact

Serment Couture — a trading name of Arshad Trade - F.Z.E
Office C1 – 1F – SF7756, Ajman Free Zone, Ajman, United Arab Emirates
Email: sermentcouture@outlook.com
WhatsApp: +33 7 56 86 19 33 — Telephone: +971 58 522 3969