Refund policy

Thank you for your order. We hope you're happy with your purchase. However, if for any reason you're not completely satisfied, you may return your item(s) for a full refund.

Returns

All returns must be shipped within thirty (30) days from the delivery date. Returned items must be returned in their original packaging.

Return Process

To initiate a return, please email us at support@sierna.co. Once your return is approved, place the item in its original packaging, along with the return form.

Please note: Customers are responsible for the cost of return shipping. We strongly recommend using a trackable shipping service.

To ensure a smooth process and qualify for a full refund, customers must include a clear photo of the items being returned before shipment.
We ask that you take a picture at the shipping facility showing the items inside the return package. This helps us verify returns quickly and accurately.
Returns without photo proof may delay the refund or result in partial reimbursement if items are missing.

Refunds

Once your return is received and inspected, your refund or exchange will be processed.
Please allow up to 7 business days from the date of receipt for processing.
Refunds typically appear within 1–2 billing cycles depending on your payment provider.
You will receive a confirmation email once your return has been completed.

Damaged and Issues

At Sierna, we take great pride in delivering high-quality products to our customers. However, in the rare event that your item arrives damaged, we want to make the return process as smooth as possible for you.

Please follow the steps below if you receive a damaged product:

  1. Inspect Your Order Immediately: Upon receiving your package, we ask that you carefully check the contents for any damage.

  2. Document the Damage: If you notice any damage, please take clear photos or a short video of the damaged item(s) as well as the original packaging. Make sure to capture any visible issues such as tears, holes, or other imperfections.

  3. Send Us the Documentation: To help us resolve your issue quickly, please email the photos or videos to support@sierna.co within 30 days of receiving your order.

  4. Return Eligibility: If the damage is confirmed to have occurred during shipping or is due to a manufacturing defect, we will offer you a replacement or full refund. However, if the damage is caused by improper use or handling, the item will not be eligible for return or exchange.

Thank you for your understanding and cooperation. Our goal is to ensure that every customer is completely satisfied with their Sierna purchase.

 

Wrong Item Received

If your order arrives not as described, we’ll make it right. Please contact us within 7 days of delivery and include:

  • Your order number
  • Photos of the issue
  • A brief description of the problem

We’ll arrange for a replacement or refund at no extra cost to you.

 

Exceptions / Non-Returnable Items

To ensure your return qualifies, please make sure the following conditions are met:

  • Original Packaging: Products must be returned in their original packaging.

  • Free of Damage: Items must be undamaged unless the defect was present at delivery.

  • One-Time Replacement Exception: In special cases, we may choose to send a replacement without requiring a return. If you're not satisfied with the replacement, both the original and the replacement must be returned to qualify for a refund. This is a one-time courtesy and won’t apply to future replacements.

Non-Delivery

We understand how frustrating it can be when a package goes missing, and we’ll always do our best to help you resolve the situation quickly. If your tracking shows Delivered but you haven’t received your order, please:

  1. Check around your property – Look in areas where the package may have been left (porch, side door, garage, mailbox).
  2. Ask neighbors or building management – Sometimes packages are left with a neighbor or front desk for safekeeping.
  3. Wait 24–48 hours – Occasionally, packages are marked as delivered a little early by the carrier and arrive soon after.
  4. Contact the carrier directly – They can confirm the delivery location or start an investigation.

If your package is confirmed lost or stolen:

  • Contact us at support@sierna.co within 7 days of the marked delivery date.
  • Provide your order number, tracking number, and any relevant details.
  • While Sierna is not responsible for lost or stolen packages, we will help you file a claim with the carrier and, in some cases, may be able to offer a replacement.

To prevent package theft, we recommend choosing a delivery address where someone will be available to receive your order, or selecting a shipping method with signature confirmation.

Exchanges / Returns

We want you to love your Sierna purchase, but if something doesn’t work out, we’re here to help. You may return your item for a full refund or exchange, minus any original shipping charges.

  • Return Timeframe: You must request a return within 30 days of the delivery date. Returns requested outside this window may not be eligible for a refund.

  • How to Start a Return: Please contact our support team with your order number, the item(s) you'd like to return, and the reason.

  • Return Shipping: Return shipping costs are the responsibility of the customer. We highly recommend using a trackable shipping method or shipping insurance, as we are not liable for lost or damaged return parcels.

  • Refund Processing: After receiving and checking your return, we’ll issue your refund to your original payment method. Please allow a few business days for the refund to appear in your account, depending on your bank.

Refunds

Once your return is received and inspected, we’ll notify you of the refund status. If approved, you’ll automatically receive your refund to the original payment method within 10 business days.
If more than 15 business days have passed since your refund approval and the refund has not appeared, please contact us at support@sierna.co.