Terms of service

  • Orders & Shipping
    1. All orders require a signature upon delivery. This is to ensure the security and accurate delivery of your purchase.
    2. It's the responsibility of the customer to ensure that your shipping address is correct. We will ship to the address provided, and if it's incorrect, we are not responsible for any loss or misdelivery.
    3. Please allow up to 14-21 business days for processing, shipping, and delivery of your order.
    4. Customers are responsible for any customs charges or taxes that may be imposed by their country's customs regulations.
  • Changes & Cancellations
    1. Changes to orders can be made within 24 hours of order placement. If you wish to change the style of your order, you can do so within this timeframe. A restocking fee of 25% will be charged.
    2. Please note that changes or cancellations cannot be processed if the items have already been shipped.
  • Refunds & Exchanges
    1. All sales are final. Due to the nature of our products, we do not offer refunds or exchanges.
    2. If you receive a damaged or incorrect item, please contact us within 48 hours of receipt with pictures and a description of the damage or error.
  • Product Quality
    1. Our hair products are all 100% virgin hair, sourced from single donors. The quality and longevity of our products depend heavily on how they are cared for. With proper care, our products can last up to 2 years.
    2. Please note, our bone straight hair goes through a special process to achieve its style and cannot be curled.
    3.  

Fraudulent Chargeback Prevention Policy

 

At Serena's Signature Collection, we take fraudulent chargebacks seriously and strive to protect the integrity of our business and the interests of our customers. This Fraudulent Chargeback Prevention Policy outlines our measures to prevent and address fraudulent chargeback claims. By engaging in transactions with us, you agree to adhere to the guidelines set forth in this policy.

 

  1. Accurate and Complete Information:

When making a purchase or submitting any payment information, it is essential to provide accurate and complete details. This includes your name, billing address, shipping address, and payment card information. Any false or misleading information may be considered fraudulent activity.

 

  1. Order Verification:

We employ rigorous verification procedures to ensure the authenticity of each order. This may involve verifying billing information, contact details, and conducting additional checks as deemed necessary. We reserve the right to request additional information or documentation to validate the transaction.

 

  1. Confirmation of Order:

Upon placing an order, we will send a confirmation email with the details of your purchase. It is your responsibility to review this information carefully and notify us immediately if any errors or discrepancies are identified. Failure to report any inaccuracies may impact our ability to investigate and resolve potential issues.

 

  1. Signature Required Delivery:

To mitigate the risk of fraudulent chargebacks, we require a signature upon delivery for all orders. This ensures that the package reaches the intended recipient and reduces the possibility of false claims.

 

  1. Address Verification:

We rely on accurate address information to ensure successful delivery of your order. It is your responsibility to provide the correct shipping address during the checkout process. In the event of an address change, please notify us promptly to update the shipping details. We are not responsible for any delays or misdeliveries resulting from incorrect or incomplete address information.

 

  1. Timely Dispute Resolution:

If you encounter any issues or concerns regarding your order, we encourage you to contact our customer support team promptly. We are committed to resolving disputes and addressing any problems in a fair and timely manner. It is important to communicate with us directly to explore potential solutions before initiating a chargeback with your financial institution.

 

  1. No Refunds or Exchanges:

Please note that Serena's Signature Collection does not offer refunds or exchanges. All sales are final. By proceeding with a purchase, you acknowledge and agree to this policy. In exceptional cases where a refund or exchange may be granted, we will assess the situation on a case-by-case basis, following our Refund and Exchange Policy.

 

  1. Chargeback Disputes:

In the event of a chargeback claim, we will actively dispute any fraudulent or unjustified chargeback with the relevant financial institution. We may provide transaction records, delivery confirmation, and other relevant documentation to support our case. If we can demonstrate that the chargeback claim is invalid or fraudulent, we reserve the right to pursue legal action to recover the disputed funds and any associated costs.

 

By following these guidelines and cooperating with our fraud prevention measures, we aim to ensure a secure and trustworthy shopping experience for all our customers. We appreciate your understanding and cooperation in adhering to our Fraudulent Chargeback Prevention Policy.

 

Policy

Serena's Signature Collection (“Company” or “we”) offers our services through our website located at www.serenassignaturecollection.com (the “Site”) and any associated platforms or services (collectively, such services, including any new features, any Products, and the Site, are referred to as the “Service(s)”), subject to these Terms of Service. By using any Service or otherwise indicating your consent to this Terms of Service, you are agreeing to be bound by these Terms of Service.

We reserve the right, at our sole discretion, to modify these Terms of Service at any time. Any modifications will be posted on this page, with an updated revision date. Changes will become effective no earlier than fourteen (14) days after they are posted, except that changes addressing new functions of the Services or changes made for legal reasons will be effective immediately. Your continued use of the Service after the date any such changes become effective constitutes your acceptance of the new Terms of Service.

In addition, when using certain services, you will be subject to any additional terms applicable to such services that may be posted on the Service from time to time, including, without limitation, the Shopify Privacy Policy located at www.serenassignaturecollection.com/privacy-policy. All such terms are hereby incorporated by reference into these Terms of Service.

The Services are operated from the United States and are not intended to subject Company to any non-U.S. jurisdiction or law. Any use of the Services is at your own risk, and you must comply with all applicable laws, rules, and regulations in doing so. We may limit the Service’s availability at any time, in whole or in part, to any person, geographic area or jurisdiction that we choose.

Access and Use of the Service

Service Description: The Service allows customers to purchase our products online via Serena's Signature Collection’s webstore.

Your Registration Obligations: You may be required to register with us in order to access and use certain features of the Service. If you choose to register for the Service, you agree to provide and maintain true, accurate, current and complete information about yourself as prompted by the Service’s registration form. Registration data and certain other information about you are governed by our Privacy Policy.

Member Account, Password and Security: You are responsible for maintaining the confidentiality of your password and account, if any, and are fully responsible for any and all activities that occur under your password or account. You agree to immediately notify Company of any unauthorized use of your password or account or any other breach of security, and to ensure that you exit from your account at the end of each session. Company will not be liable for any loss or damage arising from your failure to comply with this Section.

Modifications to Service: We reserve the right to modify or discontinue, temporarily or permanently, the Service (or any part thereof) with or without notice. You agree that we will not be liable to you or to any third party for any modification, suspension, or discontinuance of the Service.

Mobile Services: Our services may be available via a mobile device, including the ability to upload content to the Service via a mobile device, browse the Service from a mobile device, and access certain features through an application downloaded and installed on a mobile device.

Order Changes, Refunds, and Exchanges

Order Changes: You may change your order within 24 hours of placing it for a restocking fee of 25%. This is applicable only if the items have not been shipped yet.

Refunds and Exchanges: We do not offer refunds or exchanges. Please ensure that you are confident in your purchase before finalizing.

Delivery: All deliveries require a signature for the package to be released. Please ensure that the address is correct

 

Modifications to Service Serena's Signature Collection reserves the right to modify or discontinue, temporarily or permanently, the Service (or any part thereof) with or without notice. You agree that Serena's Signature Collection will not be liable to you or any third party for any modification, suspension, or discontinuance of the Service.

General Practices Regarding Use and Storage You acknowledge that Serena's Signature Collection may establish general practices and limits concerning the use of the Service, including the maximum period of time that data or other content will be retained by the Service and the maximum storage space that will be allotted on Serena's Signature Collection servers on your behalf. You agree that Serena's Signature Collection has no responsibility or liability for the deletion or failure to store any data or other content maintained or uploaded by the Service. You acknowledge that Serena's Signature Collection reserves the right to terminate accounts that are inactive for an extended period of time. You further acknowledge that Serena's Signature Collection reserves the right to change these general practices and limits at any time, at its sole discretion, with or without notice.

Mobile Services The Service may include certain services that are available via a mobile device, including (i) the ability to upload content to the Service via a mobile device, (ii) the ability to browse the Service and the website from a mobile device, and (iii) the ability to access certain features through an application downloaded and installed on a mobile device (collectively, the "Mobile Services"). To the extent you access the Service through a mobile device, your wireless service carrier's standard charges, data rates, and other fees may apply. In addition, downloading, installing, or using certain Mobile Services may be prohibited or restricted by your carrier, and not all Mobile Services may work with all carriers or devices.

In connection with your use of the Service, you understand and agree that by providing a phone number to us, we may communicate with you at that phone number regarding Serena's Signature Collection and its services, including by SMS, MMS, text message, or other electronic means. In the event you change or deactivate your mobile telephone number, you agree to promptly update your Serena's Signature Collection account information to ensure that your messages are not sent to the person that acquires your old number.

 

Conditions of Use

By accessing or using our website and services, you agree to comply with and be bound by the following terms and conditions. Please read them carefully.

User Conduct You are solely responsible for all content that you upload, post, publish, or display on or through Serena's Signature Collection ("User Content"). You agree not to use the Service to:

(a) Upload any content that infringes any intellectual property or proprietary rights of any party, including unauthorized use of copyrighted materials or trademarks.

(b) Upload content that you do not have the right to upload under any law or under contractual or fiduciary relationships.

(c) Upload content that contains viruses, malware, or any other computer code, files, or programs designed to interrupt, destroy, or limit the functionality of any computer software or hardware.

(d) Upload content that poses a privacy or security risk to any person.

(e) Upload unsolicited or unauthorized advertising, promotional materials, or any form of solicitation.

(f) Upload unlawful, harmful, threatening, abusive, harassing, tortious, defamatory, vulgar, obscene, pornographic, libelous, invasive of another's privacy, hateful, racially, ethnically, or otherwise objectionable content.

(g) Interfere with or disrupt the Service or servers or networks connected to the Service.

(h) Violate any applicable local, state, national, or international law or regulation.

(i) Impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with a person or entity.

(j) Solicit personal information from anyone under the age of 18.

(k) Harvest or collect email addresses or other contact information of other users for the purpose of sending unsolicited communications.

(l) Engage in any illegal activity or provide instructional information about illegal activities.

(m) Attempt to access any materials or information through any means not intentionally made available or provided for through the Service.

Serena's Signature Collection reserves the right to investigate and take appropriate action against any user who violates these provisions, including removing the offending content from the Service, suspending or terminating the user's account, and reporting the user to law enforcement authorities.

Shipping and Delivery We offer shipping services to deliver our products to you. Please note that a signature is required upon delivery to ensure the secure and accurate receipt of your purchase. We are not responsible for any loss or misdelivery if the shipping address provided is incorrect. Delivery times may vary, and we strive to process and ship orders within 14-21 business days. However, please note that unforeseen circumstances may cause delays in shipping.

Refunds and Exchanges All sales are final. We do not offer refunds or exchanges unless the product is damaged or incorrect. If you receive a damaged or incorrect item, please contact us within 48 hours of receipt, providing pictures and a description of the damage or error. We will assess the situation and take appropriate action.

Changes and Cancellations If you wish to make changes to your order or cancel it, you have 24 hours from the time of purchase to do so. Please note that changes or cancellations cannot be processed if the items have already been shipped. A restocking fee of 25% will be charged for any changes made after the 24-hour window.

Address Accuracy It is the customer's responsibility to ensure that the shipping address provided is accurate and up to date. We are not responsible for any loss or misdelivery due to an incorrect or incomplete address provided by the customer.

Intellectual Property Rights The content, features, and software available on Serena's Signature Collection are protected by copyright, trademark, and other proprietary rights and laws. You agree not to modify, copy, distribute, or create derivative works based onthe Service Content without the express authorization of Serena's Signature Collection. You also agree not to engage in any data mining, scraping, or similar data gathering methods.

Product Information We strive to provide accurate and up-to-date information about our products, including listings, descriptions, and images. However, please note that product information, including features, specifications, and prices, may be subject to change without prior notice. We make reasonable efforts to display the attributes of the products accurately, but the actual colors may vary depending on your computer system. It is your responsibility to ensure compliance with all applicable laws regarding the purchase, possession, and use of the products.

Transactions If you choose to make a purchase or transaction through Serena's Signature Collection, you may be required to provide certain information, such as your credit card details and shipping information. By submitting this information, you represent that you have the right to use the provided credit card. We reserve the right to refuse or cancel any transaction and to limit the quantity of products available for purchase. All charges incurred through the Service, including shipping and handling fees and applicable taxes, are your responsibility. Risk of loss and title for products pass to you upon delivery to the carrier.

Intellectual Property Serena's Signature Collection and its related logos and trademarks are the property of Serena's Signature Collection. Other company, product, and service names mentioned on the website may be trademarks of their respective owners. You agree not to use any trademarks or service marks without the prior written permission of Serena's Signature Collection.

Third-Party Content Serena's Signature Collection may contain content provided by third parties, including users. We do not endorse or guarantee the accuracy, completeness, or usefulness of any third-party content. You acknowledge that Serena's Signature Collection has the right to remove any content that violates these terms or is deemed objectionable.

Governing Law These terms and conditions are governed by and construed in accordance with the laws of Texas. Any legal action or proceeding arising out of or related to these terms shall be brought exclusively in the courts of Texas.

Please note that these terms and policies are subject to change without prior notice. It is recommended to review them periodically to stay updated on any modifications.

 

Third-Party Websites

If applicable Serena's Signature Collection may provide links or other access to third-party websites or resources. We do not control or endorse these websites or resources and are not responsible for any content, products, services, or information available on or through them. You acknowledge and agree that Serena's Signature Collection will not be liable for any damage or loss caused or alleged to be caused by or in connection with your use of or reliance on any third-party content, events, goods, or services. Any interactions, transactions, or disputes you have with third parties while using the Service are solely between you and the third party, and Serena's Signature Collection is not liable for any loss or claim arising from such interactions.

Indemnity and Release

You agree to release, indemnify, and hold Serena's Signature Collection and its affiliates, officers, employees, directors, and agents harmless from any and all losses, damages, expenses, including reasonable attorney's fees, rights, claims, actions, and injury arising out of or related to your use of the Service, any User Content, your connection to the Service, your violation of these Terms of Service, or your violation of any rights of another party. If you are a California resident, you waive California Civil Code Section 1542, which states that a general release does not extend to claims that the creditor does not know or suspect to exist in their favor at the time of executing the release.

Disclaimer of Warranties

Your use of Serena's Signature Collection is at your sole risk. The Service is provided on an "as is" and "as available" basis. Serena's Signature Collection expressly disclaims all warranties of any kind, whether express, implied, or statutory, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. Serena's Signature Collection makes no warranty that:

  • The Service will meet your requirements.
  • The Service will be uninterrupted, timely, secure, or error-free.
  • The results that may be obtained from the use of the Service will be accurate or reliable.
  • The quality of any products, services, information, or other material purchased or obtained through the Service will meet your expectations.

Limitation of Liability

You expressly understand and agree that Serena's Signature Collection will not be liable for any indirect, incidental, special, consequential, or exemplary damages, including but not limited to damages for loss of profits, goodwill, use, data, or other intangible losses, arising out of or in connection with:

  • The use of or inability to use the Service.
  • The cost of procurement of substitute goods or services resulting from any goods, data, information, or services purchased or obtained or messages received or transactions entered into through or from the Service.
  • Unauthorized access to or alteration of your transmissions or data.
  • Statements or conduct of any third party on the Service.
  • Any other matter relating to the Service.

In no event will Serena's Signature Collection's total liability to you for all damages, losses, or causes of action exceed the amount you have paid Serena's Signature Collection in the last six (6) months, or one hundred dollars ($100), whichever is greater.

Governing Law; Arbitration

These Terms of Service are governed by the laws of Texas, without regard to its principles of conflicts of law. Any disputes arising out of or related to these Terms of Service or the relationship between you and Serena's Signature Collection will be resolved through final and binding arbitration. You and Serena's Signature Collection waive the right to a trial by jury and agree to resolve any disputes through arbitration. However, certain disputes relating to the interpretation or application of the class action waiver may be resolved in a civil court of competent jurisdiction.

Termination

Serena's Signature Collection reserves the right to suspend or terminate your account or use of the Service, in whole or in part, at any time and for any reason, without prior notice. We may also remove and discard any content within the Service. Any suspected fraudulent, abusive, or illegal activity may result in the termination of your access to the Service and referral to appropriate law enforcement authorities. You acknowledge and agree that Serena's Signature Collection shall not be liable to you or any third party for any termination of your access to the Service.

User Disputes

You are solely responsible for your interactions with other users of the Service. Serena's Signature Collection has no obligation to become involved in any disputes between users, but reserves the right to do so. You agree that Serena's Signature Collection is not liable for any claims, damages, or disputes arising out of or in connection with your interactions with other users of the Service.

General

These Terms of Service constitute the entire agreement between you and Serena's Signature Collection and govern your use of the Service, superseding any prior agreements between you and Serena's Signature Collection. If any provision of these Terms of Service is found to be invalid or unenforceable, the remaining provisions shall be enforced to the fullest extent possible, and the remaining provisions will remain in full force and effect. The failure of Serena's Signature Collection to enforce any right or provision of these Terms of Service will not be deemed a waiver of such right or provision. The section titles in these Terms of Service are for convenience only and have no legal or contractual effect.