Product Assurance & Support
Last updated: September 12, 2026
Product Assurance & Support
Seraphella reviews each accessory before shipment for consistency with its product description, condition, construction, and overall presentation.
Products may be selected from independent suppliers or developed for the Seraphella brand. A manufacturer warranty applies only when one is expressly identified on the applicable product page or accompanying documentation.
This policy explains how Seraphella assists customers when a product may differ materially from its listing or arrive with an undisclosed issue.
Concerns We Will Review
Please contact Client Care if:
- The product received differs materially from its written description.
- The product arrives with an undisclosed structural defect.
- A significant feature or condition detail was not accurately represented.
- You have a concern regarding the product’s stated brand, source, material, or authenticity.
Please report concerns promptly. Requests submitted within 30 calendar days of delivery will also be reviewed under Seraphella’s Returns & Exchanges policy.
Normal Wear and Disclosed Characteristics
The following are not ordinarily considered listing errors or arrival defects:
- Wear resulting from use after delivery
- Accidental damage after delivery
- Damage caused by improper handling, care, or storage
- Natural variations in leather, suede, color, grain, texture, or nap
- Characteristics clearly disclosed in the product description or photographs
Each concern will be evaluated based on the specific product, its listing, and the circumstances reported.
How to Request Support
Contact Client Care at hello@seraphella.com and provide:
- Your order number
- Clear photographs of the product and packaging
- A brief description of your concern
Client Care may request additional information reasonably needed to evaluate the matter.
Available Resolutions
If a product concern is confirmed, Seraphella will provide an appropriate resolution based on the circumstances, product availability, the Returns & Exchanges policy, and applicable law.
A resolution may include a return and refund, a replacement when available, correction of an order issue, or another appropriate remedy.
This support policy does not limit any rights or remedies available under applicable law.
Related Policies
Please review our Returns & Exchanges policy for return eligibility, timing, shipping fees, and refund procedures.
Information regarding product identity, branding, materials, and sourcing is available in our Authenticity & Sourcing policy.
Care recommendations are available in our Care Guide.