We hope you are pleased with your order, if for any particular reason you are not entirely satisfied or wish to exercise your right of cancellation please note the following:
Right of Cancellation
We offer the right to cancel your order for products at any time within 14 working days from delivery. You do not need to give us any reason for cancellation. If you wish to cancel your order please email sales@sereine.uk referencing your order number in the subject line with details of your cancellation (optional). If you have already received the products you must carefully repackage and return them to us at the returns address.
Refunds
In the event we are required to provide you with a refund, we will to do so within 14 days of receipt of the goods back from you, on the basis that the goods have been returned to us within 14 days of your cancellation notice.
If you cancel your order but subsequently do not return the items relating to such cancellation within the specified time period of 14 days, we will be entitled to withhold payment of any such refund.
Until you have returned the products to us, you must keep them in your possession and take reasonable care of them. You’ll be automatically refunded on your original payment method within 10 business days once we have received and checked that they are in a re-saleable condition. We will not refund any postage costs incurred.
Refunds will not be provided (not in full) for items / goods that show unreasonable signs of use. If this were to be case, we will provide notification to you of a reduced amount. We will also provide you with an option of returning the goods to you.
PLEASE NOTE – we will not accept any returns for Candles which have been burnt. Remember it can take some time for your bank or credit card company to process and post the refund too.
You can always contact us for any return question at sales@sereine.uk.
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.
We may ask for proof of damages/issues once the issue has been elevated.
We will take great care to ensure that you receive your goods in perfect condition and that they are in good working order. However, if your goods are damaged or faulty, please email sales@sereine.uk stating your order number in the subject line within 3 working days of receipt of your order. We will either replace the goods or arrange a refund as appropriate. Upon contact we will issue you with instructions on how to return the goods to us. You will need to obtain a proof of posting certificate for us to be able to refund your postage costs.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) or burnt candles. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on e-gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Once the item has been returned and inspected, a unique discount code equivalent to the value of the goods returned will be issued to you. You can use this code to place a new order with us.
Returns Address
PLEASE NOTE – Returns will not be accepted if you have not communicated with us prior to returning the goods.
Post to the following address:
Sereine Ltd, Suite RA01, 195-197 Wood Street, London, E17 3NU.
For all goods returned, we recommend that you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery) as you will be responsible for the goods until they are received by us.
