Refund policy

Returns and exchanges

  • Returns and exchanges are accepted within 30 days of delivery on both channels.
  • Direct orders: use the contact form with your order number to receive the return address.
  • Etsy orders: message the shop on Etsy, which keeps Purchase Protection in place.
  • Items must be returned in the condition in which they were received, with the included cable and any accessories. Installing firmware does not affect return eligibility.
  • Return shipping is paid by the buyer, except for defective or incorrect items (see below), where we cover it.
  • A 20% restocking fee is deducted from the refund on a returned item. It does not apply to an exchange, to an item that arrives damaged, defective, or incorrect, or to a controller that does not fit an indoor unit the model checker listed as compatible (see below).
  • There is no repair service and no replacement parts are sold, so a failure covered by this page or by the limited warranty is settled by replacing the product or refunding it.
  • A Serin Link ordered as a bundle with a controller is returned complete. If you would rather return only one item out of a bundle, contact us first and we will tell you what we can do.

If the controller does not fit your indoor unit

Use the model checker before ordering. If the model checker listed your indoor unit as compatible and the controller turns out not to work with it, return the controller within the same 30-day period for a full refund with no restocking fee. If the checker did not list your unit as compatible, or you ordered without checking, the return is handled like any other and the 20% restocking fee applies. Installing firmware does not affect return eligibility.

Please include the indoor unit's model number and a description of the compatibility issue. Confirmed results are added to the public compatibility list to help other customers check before ordering.

Refunds

Refunds are issued to the original payment method after the return has been received and inspected, normally within a few business days. The payment processor determines when the refund appears on your card or bank account: Shopify for direct orders and Etsy for Etsy orders.

Damaged, defective, or incorrect items

If a controller, cable, or sensor arrives damaged, does not function, or differs from what you ordered, you may choose a replacement or a full refund. Serin Labs covers shipping in both directions. If a controller does not respond, first review the troubleshooting guide; a charge-only USB cable is the most common cause. Then provide your order number and a description of the problem through the contact form for direct orders or an Etsy message for Etsy orders.