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RETURN AND REFUND POLICY
This policy applies to all orders placed on SERENEVIBE.
Intimate products: for hygiene reasons, any product that has been used or unsealed cannot be returned.
We want you to be fully satisfied with your purchase. If you change your mind, you may request a return and/or refund under certain conditions—especially to comply with hygiene rules that apply to intimate products.
Important: Some jurisdictions grant mandatory consumer rights (e.g., a statutory cancellation/withdrawal period) that may vary by country. Where applicable, local mandatory rules prevail. This policy describes our commercial terms and procedures.
You have 30 days from the date you receive your order to request a return.
To start a return request, contact us at: info@serenevibe-uk.com
For hygiene and health protection reasons, intimate products cannot be returned in the following cases:
product used, even once;
product opened / unsealed (hygiene seal, protective film, inner seal removed);
product washed, cleaned, or showing any signs of use;
accessories/consumables opened or used.
➡️ In practice: if the intimate product has been used or unsealed, no return or refund is possible, except in the event of a proven defect upon delivery or an error on our part (see Section 8).
A return may be accepted only if all the following conditions are met:
product is new, unused, and undamaged;
hygiene seal(s) intact (if applicable);
original packaging, accessories, and instructions included;
product not altered, modified, or repaired by a third party.
Email info@serenevibe-uk.com with:
order number,
first/last name,
product concerned,
reason for return,
photos if needed (packaging/seal/product condition).
If you are exercising a statutory right to cancel (where applicable), complete the cancellation form provided in Appendix 1.
Our team will send you:
the return address,
shipping instructions,
and, if applicable, a short questionnaire to help improve our service.
Any return request that has not been approved in advance may be refused.
Return shipping costs are the customer’s responsibility, except in cases of:
fulfilment error (wrong item shipped), or
proven defect upon delivery (see Section 8).
We recommend using a tracked shipping service. If your return parcel is lost, we may not be able to process the return without proof of delivery.
Once we receive your return, we will inspect the product to confirm it meets the conditions above.
We reserve the right to refuse:
any return of a used, unsealed, incomplete, or damaged product,
or to offer a partial refund if depreciation is confirmed (excluding unsealed intimate products, which remain non-returnable).
If there’s an issue upon delivery (faulty, damaged, missing parts, or incorrect item), contact us at info@serenevibe-uk.com within 72 hours of delivery, including:
order number,
description of the issue,
photos/videos (and photos of the parcel if damaged).
Depending on the situation, we will offer an appropriate solution:
replacement,
exchange,
or refund (if replacement is not possible).
If your return is approved:
the refund will be issued to the original payment method,
after inspection and approval,
within a maximum of 14 days (bank processing times may vary).
Original delivery fees may be handled based on local legal requirements and/or the nature of the return (change of mind vs. error/fault).
We are not responsible for delays caused by events outside our control (carrier, customs, strikes, weather, etc.).
If a parcel is marked as dispatched but not received:
no refund can be processed until the carrier confirms the parcel is lost or returned.
Once the loss is confirmed, we will offer: reshipment or refund, depending on the case.
Support: info@serenevibe-uk.com