Refund policy

We want you to be happy with what you bought. If you're not, here is exactly how returns and refunds work.

You have 30 days

You have 30 days from the day your order is delivered to request a return or refund. Contact us within that window at support@serenely.net and we'll take it from there.

If your item arrives damaged, defective, or wrong

This one is on us. Email us a photo or short video of the problem within 30 days of delivery and we will send a replacement or issue a full refund, whichever you prefer. You do not need to ship the item back, and you will not pay anything.

If your order never arrives

If your order hasn't arrived within 30 days of purchase, contact us and we will refund you in full or resend it. You don't need to fight with the carrier — that's our job.

If you changed your mind

You can return an unused item in its original packaging within 30 days of delivery for a refund of the purchase price. For change-of-mind returns:

  • Return shipping is paid by you. Email us first and we'll send you return instructions and a return address.
  • The item must be unused, complete, and in its original packaging. Items returned used or incomplete may receive a partial refund.
  • Original shipping charges, if any were paid, are not refunded.
  • Please contact us before sending anything back, so we can match the parcel to your order.

What we can't accept back

For hygiene reasons we can't accept change-of-mind returns on items used against the skin that show visible wear. This does not apply to damaged or defective items, which are always covered above.

How refunds are issued

Approved refunds go back to your original payment method. We process refunds within 2 business days of approving them. Your bank or card issuer may take a further 5–10 business days to post it — that part is outside our control.

Cancelling an order

If you contact us before your order has been dispatched, we'll cancel it and refund you in full, no questions asked. Once it has shipped, the sections above apply.

Contact

Email support@serenely.net — we answer every message, usually within one business day.