Returns & Refunds Policy

Returns & Refunds Policy

BySerenity – Last updated: 4 October 2024

At BySerenity, we stand by the quality of our products. If you are not completely satisfied with your purchase, we’re here to help.

Returns

You have 30 days from the delivery date to return your order. Refunds are issued after we receive and inspect the returned item.

Return Conditions

To be eligible for a return, the item must be:

  • Unused and in as-new condition
  • In the original packaging with all accessories and manuals

The following items are not eligible for return:

  • Personalised or made-to-order items
  • Discounted / sale items
  • Perishable goods (e.g. food, flowers, magazines)
  • For safety and hygiene reasons, opened health/medical products (unless faulty)

Any exceptions will be clearly indicated at checkout.

How to Start a Return

Email us at contact@myserenity.shop to request a return. We will provide step-by-step instructions and the correct return address.

Return shipping costs are covered by the customer, except in cases of defective items or shipping errors — where we will cover reasonable return costs or provide a prepaid label.

Refunds

Once your return is received and inspected, you’ll receive an email confirming the status of your refund. If approved, the refund will be issued to your original payment method within up to 14 working days (bank processing times may vary).

Exchanges

Exchanges are available for damaged or faulty items only. To arrange an exchange for the same item, please contact us at contact@myserenity.shop.

Return Address

Please contact us before sending any item back so we can provide the correct return address and instructions: contact@myserenity.shop.

Items Excluded from Refunds

  • Gift cards
  • Downloadable software
  • Certain hygiene and health products (if opened), unless faulty

Responsibility for Returns

For valuable items, we recommend an insured, trackable shipping service. BySerenity cannot be held responsible for returns lost or damaged in transit.

Your Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer laws, including the UK Consumer Rights Act 2015, the UK Consumer Contracts Regulations 2013, and the Irish Consumer Rights Act 2022, as applicable.

Questions?

If you have any questions about returns or refunds, please contact us at contact@myserenity.shop.