top of page
logo

Refund Policy

A legal disclaimer

At Serenity, we want you to have a positive shopping experience. This policy explains when returns, replacements, cancellations, and refunds may be requested for products purchased through our website.

Refund Policy - the basics

For hygiene and safety reasons, opened or used personal-care products may not be eligible for return simply because a customer has changed their mind, subject to applicable consumer rights.

​

However, if you receive a damaged, defective, incorrect, or materially different product, please contact us so that we can review your request and offer an appropriate resolution.

Products must not be returned in a way that compromises hygiene or creates a safety risk.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, leaking, or contains an incorrect item, please notify us within [48 hours of delivery].

To help us assess your request, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product and its packaging.

  • Any other information reasonably required to verify the claim.

Please retain the original packaging until the issue has been resolved.

We will review your request and inform you whether a replacement, refund, return, or another appropriate resolution is available. Your statutory rights remain unaffected.

3. How to Request a Return or Refund

To request assistance, follow these steps:

  1. Contact us at [Customer Support Email] with your order number.

  2. Explain the reason for your request and attach supporting photographs where relevant.

  3. Wait for our team to review your request and provide instructions.

  4. If a return is approved, follow the instructions provided for returning the item.

Please do not send products to an address without receiving return instructions from our team.

4. Refund Processing

Once a refund has been approved, it will generally be issued to the original payment method wherever possible.

Refunds are typically initiated within [5–10 business days after approval]. The time taken for the amount to appear in your account may depend on your bank, payment provider, or card issuer.

For Cash on Delivery orders, we will contact you to arrange an appropriate refund method, subject to verification.

Any applicable refund timeline will be communicated when your request is approved.

5. Return Shipping Charges

If a return is necessary because we supplied an incorrect, defective, or damaged product, we will communicate the applicable return arrangements.

For other approved returns, responsibility for return shipping costs will be communicated before the return is arranged.

No return or handling charge will be applied contrary to applicable law or the terms confirmed for your order.

6. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at:serenitylforife@gmail.com

We will try to cancel the order if it has not yet been dispatched. Once an order has been shipped, cancellation may no longer be possible, and the applicable return procedure may apply.

If an order is successfully cancelled after payment, any eligible refund will be processed according to the refund procedure described above.

This policy does not limit any cancellation or refund rights required by applicable law.

7. Non-Returnable Items

Subject to applicable law, certain products may not be eligible for return, including:

  • Opened or used personal-care products where return would compromise hygiene.

  • Products damaged through misuse or improper storage after delivery.

  • Items returned without prior authorisation where authorisation is required.

  • Products that cannot safely be resold because their seal or packaging has been compromised.

These restrictions do not exclude remedies that customers are entitled to under applicable consumer-protection laws.

8. Exchanges and Replacements

Exchanges or replacements may be offered for eligible damaged, defective, or incorrectly supplied products, depending on product availability and the circumstances of the case.

If a replacement is unavailable, we will communicate an appropriate alternative resolution.

9. Contact Us

For returns, refunds, or cancellation requests:

Business Name: Serenity

Email: serenitylforife@gmail.com
Phone: 98725 04446
Address: Jalandhar, Punjab

Please include your order number in all communications so we can assist you efficiently.

bottom of page