Refund policy
Here's a legally sound return/refund policy ready to paste into your Shopify store:
Return & Refund Policy
Last updated: July 2026
Thank you for shopping with us. We want you to be completely satisfied with your purchase. Please read our return and refund policy carefully before placing your order.
Our Commitment to You
We stand behind every product we sell. If something isn't right, we'll do our best to make it right — fairly, promptly, and without unnecessary hassle.
Eligibility for Returns
To be eligible for a return or refund, the following conditions must be met:
- Your request is submitted within 30 days of the delivery date
- The item is unused, in its original condition, and in its original packaging
- Proof of purchase (order confirmation or receipt) is provided
- The item is not listed under our non-returnable items section below
Non-Returnable Items
The following items cannot be returned or refunded:
- Essential oils and any opened or used fragrance products (for hygiene and safety reasons)
- Items marked as final sale or non-returnable at the time of purchase
- Items damaged due to misuse, improper care, or failure to follow product instructions
- Items returned without prior authorization from our team
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at serenaroma97@gmail.com with:
- Your order number
- A clear description of the issue
- Photographs of the item and packaging
We will review your claim promptly and offer a replacement, store credit, or full refund at our discretion — at no cost to you.
How to Start a Return
To initiate a return, please contact us at serenaroma97@gmail.com before sending anything back. Returns sent without prior authorization will not be accepted.
Once your return is approved, we will provide you with instructions on where and how to send your item.
Return Shipping
- If the return is due to a defect, damage, or our error, we will cover the return shipping cost
- If the return is due to a change of mind or incorrect order placed by the customer, the customer is responsible for return shipping costs
- We recommend using a trackable shipping method — we cannot be held responsible for items lost in transit
Refunds
Once your return is received and inspected, we will notify you of the outcome within 5–7 business days.
If approved, your refund will be processed to your original payment method within 7–10 business days. Please note that your bank or card provider may require additional time to process and post the refund.
If your refund has not appeared after 10 business days, please contact us at [your email address] and we will investigate promptly.
Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please return your original purchase (if eligible) and place a new order.
Order Cancellations
Orders can be cancelled within 24 hours of purchase, provided they have not yet been dispatched. Please contact us immediately at serenaroma97@gmail.com if you wish to cancel. Once an order has been shipped, it cannot be cancelled and must go through the standard return process.
Late or Missing Refunds
If you have not received your refund within the stated timeframe, please:
- Check your bank account again
- Contact your credit card provider — processing times can vary
- Contact your bank directly
- If you have done all of the above and still have not received your refund, contact us at serenaroma97@gmail.com
Contact Us
For all return, refund, or exchange enquiries, please reach out to us at:
📧 serenaroma97@gmail.com 🌐 [https://serenaroma.com/]
We aim to respond to all enquiries within 1–2 business days.
This policy applies to all orders placed through our SerenAroma store. We reserve the right to update or modify this policy at any time without prior notice. Any changes will be reflected on this page with an updated date.