Refund policy

At Serena Berni, every piece is either a unique handmade sculpture or a custom-printed artwork created specifically for you. Because of the bespoke nature of our products, we are unable to offer returns or exchanges for "change of mind." We encourage you to review all product details and photos carefully before completing your purchase.
Damages & Issues
We take great pride in our packaging, but if your order arrives in less-than-perfect condition, we will make it right.
Please inspect your order immediately upon delivery. If an item is defective, damaged, or incorrect:
  1. Contact us within 48 hours at studio@serenaberni.com.
  2. Include your order number and clear photos of the damage to the item and the external packaging.
  3. We will evaluate the issue and arrange for a replacement or a full refund at no extra cost to you.
Special Note on Sculptures
Our sculptures are fragile and one-of-a-kind. If you notice visible damage to the external box (e.g., crushing or holes) at the time of delivery, please:
  • Photograph the box before opening it.
  • Mention the damage to the courier if they require a signature. This documentation is essential for us to process insurance claims with our couriers and ensure your replacement is handled quickly.
Exchanges
The fastest way to ensure you are happy with your artwork is to contact us regarding any issues. We only replace items if they are defective, damaged, or if the incorrect item was sent.
Cancellations
As we move quickly to print and frame your artwork, orders can only be cancelled within 24 hours of purchase. Once an item has entered production or has been dispatched, it is no longer eligible for cancellation.