Returns & Exchanges

At OT Serenna, we commit to the highest standards of craftsmanship and gemstone integrity for our Damante jewelry. If your selection does not entirely meet your expectations, we offer a swift, secure process for returns and exchanges.

Return and exchange windows

• Eligible items may be returned for a full refund within 2 days of the original delivery or purchase date.
• Items may be exchanged or returned for store credit within 2 days of delivery or purchase.

Eligibility and return requirements

To qualify for a refund, store credit, or size exchange, all jewelry must strictly adhere to the following security and quality conditions:

• Pristine condition. Items must be completely unworn, unaltered, and free of any signs of wear, scratches, or damage.
• Complete sets only. No individual item from a jewelry set can be returned independently. The selection must be returned as a complete, intact set.
• Original packaging and certification. All items must be returned in their original brand packaging containing the Damante presentation box, protective pouch and so on. For all diamond pieces, the certificates must be included. Missing certification may result in the rejection of the return. Any tamper-evident tags attached to the piece must remain fully intact. Removal of these tags voids eligibility for a return.

Non-returnable and exclusively sold items

The following items are completely ineligible for return, exchange, or store credit:

• Engraved, monogrammed, or otherwise personalized products.
• Earrings, due to strict hygiene and safety regulations.
• Customized rings made as an exclusive order for customers.

How to initiate a return or exchange

In store, the fastest route. Visit your nearest OT Serenna shop and please bring:

• The jewelry in its original packaging, including any applicable certificates.
• A printed copy of your order confirmation email, order card, or gift receipt.

Online and remote. If you purchased online, or cannot visit our shop, please contact our dedicated CRM team immediately within the return or exchange window:

• Customer service phone: +965 1820012
• Email support: help@cs.alyasra.com

Shipping fees and deductions

• Original shipping fees are strictly non-refundable.
• Any return shipping fees or applicable processing charges will be deducted directly from your final refund amount.

Inspection and refund

1. Gemological verification. Once your item arrives at our facility, our returns department conducts a thorough inspection. We verify that all stones, metals, and certificates are present, unaltered, and match our laboratory records.
2. Processing notification. As soon as the piece passes inspection, your refund is processed. You will immediately receive an automated email notification confirming the transaction.