Refund policy

 

 

 

By placing an order through serenelivingco.com you are agreeing to the terms below. We set these policies to ensure that you are fully aware of our refund and return methods and procedures.

 

1. 30 DAY RETURN POLICY

  • We have a 30-day return policy, which means you have 30 days after receiving your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
  • We only accept exchanges or returns if the item is defective, or damaged or if you receive the wrong item. We do not provide refunds or exchanges outside of the above conditions.
  • 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*, 
    • Dissatisfaction, 
    • Found cheaper elsewhere,  
    • Surplus of requirements, 
    • External box damage, packaging design, 
    • Distribution location,
    • Shipping times or delays or incurred customs/courier import fees.

 

2. RETURN PROCESS

  •  To start a return, you can contact our customer service department. Our customer service team will ask you a series of questions or request documentation regarding the request to ensure that it is within our policy. 
  • This may include photographs of the product and packaging as well as asking the purpose of the return. 
  • If your return is authorized, we will send you a return shipping label, as well as instructions on how and where to send your package. Returns that do not follow this process will not be accepted or refunded.
  • Due to hygienic reasons, if the item has evidence of use then we will be unable to honor a return or refund. We thoroughly inspect all returned items to ensure this policy is abided by.

 

3. DAMAGED, WRONG PRODUCTS OR ISSUES

  •  Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue.

 

4. EXCHANGES

  • We only accept exchanges or returns if the item is defective, or damaged or if you receive the wrong item. We do not provide refunds or exchanges outside of the above conditions. If you need to exchange an item please contact our customer service department.  
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.

 

5. RESTOCKING FEE

  •  We do not charge a restocking fee on returns.

 

6. REFUNDS

  •  We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

7. LOST/STOLEN PACKAGES

  • Please see our shipping policy for further information.

 

8. WARRANTY

  • 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. 


Unsuitability Disclaimer*:
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.  

 

Customer Support

Mail: hello@serenelivingco.com