We want you to be fully satisfied every time you purchase from us. Occasionally though, we know you may wish to return items, so below is our returns policy:
1. You can return all or some of the goods and receive a refund for those items returned, if you do so in accordance with the following procedure:-
(a) Within 7 days from the date of delivery you must log onto your customer account on our website on the 'My Account' page and select those items which you wish to return.
(b) Upon selection you will receive an email with a Returns Authorisation Number (RAN) and Returns Form.
(c) Within 7 days from the sending of the email to you the items must be returned clearly displaying the RAN on the outside and inside of the package together with the completed Returns Form to this address: Serene Order Returns Department, 41 Drury Lane, Solihull, West Midlands. B91 3BP.
(d) Goods must be returned in their original unworn condition and with all packaging and tags still attached. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. We will not accept returns for any non-faulty items or items that have been worn and tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us by email to firstname.lastname@example.org on the day of delivery if you wish to return the item.
(e) We strongly recommend that you use a recorded-delivery service or a courier that will offer proof of delivery. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by Serene Order. Please ensure that you have adequate insurance in place. Please wrap the package safely and securely.
(f) In the case of underwear, lingerie and swimwear items, unless faulty these can only be returned if they are unworn, have their hygiene strips in place and if tried on, were done so while wearing existing underwear.
2. We reserve the right to refuse returns if the aforementioned procedure is not followed and we emphasise that the time limits are strict.
3. In the case of goods that are faulty you retain your Statutory Consumer rights as afforded to you under UK law at the point of sale. If you feel the goods are faulty then we require you to log on to your account and follow the procedure for returning goods as above stated. If you have overrun your time period for returning goods please email email@example.com and we will contact you.
4. Where you say the goods are faulty, we will not accept as faults: fair wear and tear to the goods or where they have been handled negligently by you or damaged after delivery.
5. Delivery costs are not refundable unless the goods are found to be faulty.
6. We reserve the right to refuse returns if our returns policy is not followed.
EXCHANGES AND REFUNDS
We do not exchange goods and would ask that you return your item in accordance with our Returns Policy above and re-order the replacement on our web site.
All items must be returned to us in accordance with our Returns Policy before a refund is issued. In the case of faulty items we reserve our position until we have had an opportunity to examine the goods.
Refunds are processed within 72 hours of receiving your returned items but this can take time to reach your bank account, especially if you are an international customer. Refunds will be credited to the original purchaser's credit/debit card excluding shipping charges. International customs duties and sales taxes are non-refundable.
As an alternative to a credit/debit card refund, you can request a Serene Order store credit voucher that can be used against future purchases. Please complete the returns note fully so that we know if you require a refund to your card or a store credit voucher.
CANCELLING YOUR ORDER
Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. However, we regret that we cannot accept cancellations of orders where the item has been worn, not in its original condition or without all packaging and tags intact. In the case of underwear, lingerie and swimwear items, unless faulty these can only be cancelled if they are unworn, have their hygiene strips in place and if tried on, were done so while wearing existing underwear. To cancel a contract, please log onto your account on our web site and follow the procedure returns. An email will be sent to you with a RAN. Please return the goods within seven days of receipt of the RAN. When returning the goods please provide a full description of the fault in the package and send it to us in its original condition with all packaging and tags etc. intact.
CANCELLING YOUR ORDER UNDER THE DISTANCE SELLING REGULATIONS
If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within 7 working days of receipt. Notice of contract cancellation under the DSRs must be given in writing to firstname.lastname@example.org.
For orders cancelled under the DSRs, we will issue you with a full refund including the shipping cost. However, you will need to return the entire order to us by secure means to ensure it reaches us in good condition, at your own cost. Cancelled orders should be returned to: Serene Order, 41 Drury Lane, Solihull, B91 3BP. All items must be returned unused and in their original condition, from the original delivery country.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them. In case of dispute, we also recommend you retain proof of sending. Refunds will be issued within 30 days of us receiving your cancellation notice. If we do not receive the cancelled order back, we will arrange to have it collected from you at your cost.
Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation within 7 working days of receiving the order, by email as described above, i.e. before requesting your RAN through your Serene Order account.
If the item is not received and sent back to us by the postal service company you will be charged the actual shipping fee (not according to our regular pricing). The price of the item will be credited once we receive the item. We will contact you to inform you when we receive the package.
This Returns policy forms part of out Terms and Conditions of sale which can be found at: http://www.sereneorder.com/terms_conditions.html