Refund policy

Refund & Return Policy (“Serene”)

Return Policy

We offer a 90-day return policy. You have 90 days from the date you receive your item to request a return.

To be eligible, you must provide:

  • A clear “before” photo (taken before you start using the product)

  • A clear “after” photo (taken after 90 days of use)

  • Your receipt or proof of purchase

Refunds are issued only as store credit. No cash or card refunds will be granted.

To begin a return, please contact us at tryserene@gmail.com and request approval. Returns sent without prior approval will not be accepted.

Defects, Damage & Incorrect Items

Inspect your order immediately upon delivery. If your item is defective, damaged, or you received the wrong item, contact us right away at tryserene@gmail.com with photos so we can review and resolve it.

Exceptions / Non-Returnable Items

Some items cannot be returned, such as:

  • Perishable goods (food, flowers, plants)

  • Custom or personalised products

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

If you're unsure whether your item qualifies, reach out to us at tryserene@gmail.com

Exchanges

The fastest way to get what you want is to request a return under our 90-day policy. Once your return is approved and store credit is issued, you can place a separate order for the item you want.

European Union (EU) Cooling-Off Period

If merchandise is shipped into the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. The item must be unused, in its original condition and packaging, and accompanied by proof of purchase.

Refunds

Once we’ve received and reviewed your return request, we’ll notify you of approval (or rejection). If approved, your refund will be issued in store credit only.
If more than 15 business days have passed since your return was approved and you haven’t received your store credit, email us at tryserene@gmail.com