At Serenity Gifts we comply with the Distance Selling Regulations so if you're unhappy with any item purchased from us for whatever reason, we offer a full refund (excluding original postage costs) or an exchange for any product if the item is returned to us within 14 working days from the day you receive the item. Under Consumer Regulations, you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel.
Please contact us before returning an item to obtain a Returns Number from our customer services team, you can email us at firstname.lastname@example.org
Please do not return an item without contacting us first, as we'll be unable to refund the cost if you do. Please let us know if you are not entirely satisfied with our products or our service, so that we can rectify the situation immediately.
Items must be returned in their original condition and suitably packaged (in a jiffy bag or sturdy box), along with your customer invoice note or name and address details. A reason for your return isn't necessary, but an indication as to why you are unhappy with the item would help us to improve our customer service and current product range. For your protection we recommend that you use a recorded delivery service when returning items, or obtain a certificate of posting from your local post office.
Please note, you will have to return the goods at your own expense. We recommend using Royal Mail tracked delivery or MyHermes to return your items to us.
Once we receive the returned items we will process a refund back on to your original debit/credit card, a confirmation email will be sent to confirm when the refund has been processed. Please allow 4 - 5 days for the refund to display on your bank/credit card statement.
Please note: If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will have to charge you for the reduction in value. This guarantee is in addition to your statutory rights as a consumer.
- Will be given once you contact us by email
We try to ensure that the products are the same as our original stock, although sometimes differences do occur. Items are described and photographed as accurately as possible, but please note that sizes, colours and designs may vary. We have taken great care in presenting the products on our web site as accurately as possible, however please take into account that the images you see will depend on your monitor's display and colour capabilities.
Cancellations and Damages
In accordance with the Distance Selling Regulations you can cancel your order before the items have been dispatched by emailing us at email@example.com
Once your order has been dispatched, you still have the right to cancel the order by returning the items to us within 14 working days from the day you receive the goods. Please see our returns policy above for this procedure. If you cancel, you must return the goods to us at your own expense.
Damaged or Missing Goods
If the product is damaged or missing in any way or has become broken in transit please email our customer services team at firstname.lastname@example.org
Please Note: All damaged goods must be reported within 48hrs of receipt of delivery.
In the event that you need to make a complaint, for whatever reason, we will immediately endeavour to resolve the problem to your satisfaction. If this can't be done straight away, we aim to resolve the issue within 48 hours.