While placing an order with us here at Serene Living Co, customers agree to the following terms and conditions outlined within this policy.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Unfortunately, due to the nature of the products, we do not offer refund/return/exchange on orders once shipped unless products inside the box are damaged when received. The product being returned must be in an unused condition, for hygienic reasons we cannot accept used items. Please do not send your purchase back to the manufacturer without approval.
Serene Living Co is under no obligation to accept a return of goods or provide refunds on items ordered by the customer due to:
Change of mind,
Customer ordering error, no longer required or unsuitability*,
Found cheaper elsewhere,
Surplus of requirements,
External box damage, packaging design,
Distribution location, shipping times or delays or incurred customs/courier import fees.
To be eligible for a return and replacement:
Your item must be in its original condition that you received it, unused and in with original packaging. Photo/video evidence will be required for verification.
Due to hygienic reasons if the item has been used it cannot be returned or refunded if used (and yes we can tell!).
Our team will ask mandatory questions relating to reason for return to ensure it aligns with the policy, if it is unaligned your email will be forwarded to management for review.
Please make sure you have considered these factors before purchasing. If your item arrives without original packaging and is deemed used by our inspection team for any reason, we reserve the right to deny a refund/return/replacement
A request for order cancellations must be emailed to firstname.lastname@example.org Please be advised cancellation requests must be submitted within 24 hours of purchase. After 24 hours the cancellation request is subject to approval based on the Return Policy conditions. Unfortunately, we cannot cancel an order once it has been dispatched from our warehouse, is with the courier or in transit.
If eligible for a refund, you will be responsible for paying for your own shipping costs for returning your item. The return address is located in Australia and shipping costs are non-refundable. Customers are advised they must provide a trackable shipment number as we cannot guarantee that we will receive your returned item without it. Refunds may incur a 15% restocking fees. Please contact our support staff prior to sending the product back. Once your return is received and inspected, our team will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and the total (minus shipping) will be returned to the card used in purchase. This may take 3-5 Business days. If your return has been rejected, we will send the item back. *Fees/Customs brokerage, is not the responsibility of Serenelivingco.
- If Approved for an Exchange
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, the team will send you a replacement and associated tracking. In accordance with our warranty policy items listed on store are subject to replacement, due to mechanical issues. If you have a question about the eligibility of your return of a particular product, please contact us at email@example.com
How to request a return
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, shipping costs will be covered by consumer, be advised shipping fees are non-refundable. We will send you return instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photo/video evidence will be required for verification.
Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. As the product is in contact with skin, bodily fluids the item is non-returnable once used.
Unfortunately, we cannot accept returns on sale items.
Unfortunately, we cannot accept returns on sale items. All sale items are non-refundable. If an item was purchased at full price and has gone at sale, you will be refunded the price at which you purchased. If purchased on conditional sale and approved for a refund the item will be refunded at the sale price at purchase.
If your item is experiencing a tracking issue, please email our customer service team at firstname.lastname@example.org so we can manually locate your package. Your item may be shipped from one of our international warehouses if stock is low in the originating country.
Serene Living Co is not responsible for lost or missing items once the package is marked as delivered. Serene Living Co works alongside third party couriers to deliver your packages, if your package is marked as delivered and you have not received it you will need to contact the assigned courier first regarding the matter and our customer service team at email@example.com.
- It is the customers obligation to ensure a safe drop location is provided to the courier or they are home to claim the item upon delivery. If a package has been determined to have been delivered and couriers provide evidence, the item may have been stolen, lost or misplaced. Serene Living Co is not responsible for lost or stolen packages and is under no obligation to refund if the item has been marked as delivered. If the item has made an attempted delivery, pick up is not completed in a timely manner and a return to sender has been initialised, the re-shipment costs are the responsibility of the customer.
Packages that are marked as in transit cannot be provided a refund until the package is in possession or classified as lost by couriers.
Due to the current pandemic shipping times are subject to changes at any time by the couriers. Serene Living Co has no control over the delays in shipping but can support you with inquiries into packages movements. You may be required to collect and sign for your item at the courier hub.
We ask for patience and respect be given to the couriers and our customer service team who are doing an incredible job handling inquiries and distributing packages safely. If you require assistance with tracking your item, please email firstname.lastname@example.org
WARRANTY/ FAULTY GOODS
Serene Living Co will warrant all goods in line with Manufacturer’s Warranty in accordance to Australian consumer law, provided the goods have been used in accordance with the user instructions. Warranties cover parts and materials used in the manufacture of the product. Warranties will not apply to defects resulting from improper use, operator error, use outside of manufacturer’s specifications and the limits of products intended use. Maintenance and cleaning instructions must be followed to ensure warranties remain valid. If the purchaser has identified the product is faulty within the warranty period they must notify customer service immediately with details of the fault and invoice details, preferably through video/photos due to COVID restrictions. Serene Living Co is not responsible for colour differences or differences in packaging.
It is the customers obligation to ensure they have consulted their treating physician prior to purchase, if a treating physician was not consulted prior to purchase this will be deemed under unsuitability. If you experience any pain please stop use and consult your doctor. Serene Living Co is under no obligation to legitimise pain claims for refund/replacement if proof of consultation is not provided.