Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item(s) to request a return and a full refund.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return request you must contact us at returns@serenasupplies.com quoting  your order number, full name and a screenshot or attachment of your proof of purchase. If your return is accepted, we will send you details of the return address to send your package to.  Items sent back to us without first requesting a return will not be accepted and a refund will not be granted in those circumstances.  You will be responsible for the cost of postage for returned items.

You can always contact us for any refund questions at support@serenasupplies.com.

Damages and issues
Please inspect your order upon receipt 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.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants except for artificial flowers/plants) or custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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.

Refunds
We will notify you within 14 business days whether your refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 10 business days for your bank or credit card company to process your refund.  If your refund has been approved and not received within 10 business days, please contact us at returns@serenasupplies.com.