Refund Policy

Not satisfied with your order?

We want you to be completely satisfied with your order. If you're not, you have two easy options:

• You may return your unused item within 14 days of receipt for a refund.
• If your item arrived damaged or defective, simply send us a clear photo of the issue. In most cases, our customer service team can resolve the problem quickly without needing a return.
• Once your return is received or your photo is approved, we’ll process your refund within 24 hours. Please note that it may take a few days for the refunded amount to appear in your account, depending on your payment provider.

Your satisfaction is our priority, and we're here to make things right as quickly and easily as possible.

Returns by mail

You have up to 14 days from the date of delivery to exchange your item for a different size or color or request a refund.

Important Return Exceptions:

• Items purchased as part of value bundles or promotional packages are non-returnable.
• Due to the nature of liquid gel products, we are unable to accept returns for these items.

Hygiene Policy for Personal Items

We know how important it is to feel confident when ordering beauty, health, and personal care products—but because of hygiene reasons, some items simply can’t be returned or refunded.

This includes things like:

• Bras, lingerie, and underwear
• Makeup, skincare, or cosmetics
• Opened lotions, gels, or personal care items
• Shapewear or anything that comes into direct contact with your skin

Why? These products fall under intimate or hygienic items, and once they leave our warehouse, we can no longer guarantee they’re unused—even if they look unopened. That means we can’t safely restock or resell them. This is not just our policy—it’s standard practice across the industry and aligns with health and safety regulations, especially in a post-COVID world.

We take customer safety seriously, and we hope you understand this policy is here to protect every single shopper—including you.

Also, we cannot accept returns in the following situations:

• If the product has been used, repaired, or altered in any way
• If the return is due to external regulations affecting the materials (e.g. government restrictions on product safety or composition)

Thanks for your understanding and support! If you’re ever unsure whether an item is returnable, feel free to reach out to us first.

1. Contact Us First — support@serene-sense.com

Before returning any item, please email us at support@serene-sense.com to request the correct return address.
We operate from multiple distribution centers, so it's important to confirm where your order was shipped from.

⚠️ Please note: Returns sent to the wrong address cannot be processed. If items are sent to an incorrect distribution center, your return will not be accepted, and no refund will be issued.

2. Order Cancellations

To cancel your order, please contact us immediately at support@serene-sense.com

We understand that plans can change, and we're here to assist you. Please review our cancellation guidelines below:

• Full Order Cancellation:
  If your cancellation request is received within 12 hours of placing the order and the order has not yet been shipped, we will process your cancellation. A £5.00 cancellation fee will be deducted from your total refund to cover processing and payment gateway costs that are non-refundable on our end.
  
• Partial Order Changes (Amendments):
  If you would like to amend your order (e.g., remove an item or reduce quantities), and your request is received within 12 hours of ordering and before shipment, no cancellation fee will be charged.

⚠️ Once an order has been shipped, we are no longer able to make changes or cancel the order.

⚠️ Please do not refuse delivery, as refused packages may not be returned to our warehouse, and we will be unable to issue a refund.

3. Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 14 days of receiving your order.

To help us resolve it quickly, kindly send us a clear photo of the issue. The best photos are taken on a flat surface with good lighting, and should include both the product label and the damaged or defective part. This helps us not only assist you faster but also prevent similar issues in the future.

Please note:

• Reports made after the 14-day window will not be eligible for a refund or replacement.
  
• This deadline is strictly enforced to allow us to process claims in a timely manner and avoid abuse of the return process.
  
• If the damage is confirmed and falls within the return period, we’ll either send a replacement or issue a refund—depending on your preference.

4. Return Shipping Costs

• If you wish to return an item because it doesn't meet your expectations, you will be responsible for the return shipping costs. Returns must be made within 14 days of receiving your order.
• Customers are responsible for covering the return shipping costs, which are non-refundable.
• If a refund is approved, any original shipping fees (if applicable) will be deducted from your refund.
• The delivery time for exchange or replacement items may vary depending on your location.

📦 We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking confirmation.

🔁 Important: Our headquarters are in Hong Kong, so returns must be sent to our supplier in Asia. Please ensure you're comfortable covering the international return shipping cost before proceeding.

Important Shipping & Return Policies

1. Refused Deliveries

Orders cannot be cancelled once processed (typically within 12 hours). If you refuse delivery instead of following our return process, the package may be sent to the wrong location. In such cases, we will not receive the item and cannot issue a refund.

2. Incorrect Return Address

Returns sent without contacting us first may be delivered to the wrong facility. Refunds will not be issued for returns not received at our designated return center.

👉 Always email support@serene-sense.com request the correct return address.

3. Invalid or Undeliverable Shipping Addresses

• If your order is returned due to an incorrect or undeliverable shipping address provided at checkout:
• No refund will be issued for the failed delivery.
• If your order gets sent back to us, you can choose to have it shipped again (you’ll just need to cover the new shipping cost). If not, we’ll consider the order cancelled and closed.
• We are not responsible for delays, losses, or failed deliveries caused by incorrect address entries.