Welcome to Serein Store’s return policy! We want to ensure you are satisfied with your purchase. However, sometimes something can go wrong, and we are ready to resolve any issues with your order as quickly as possible.

Summary

• As a consumer, you have a statutory right of withdrawal of 14 days (reflection period) after receiving your order.
• Additionally, Serein Store offers a generous return period of 30 days from the delivery date to initiate a return.
• Contact our customer service within this period via info@serein-store.com to request a return.
• The costs for returning products are the responsibility of the customer, unless the product is defective.
• Refunds are processed within 7 working days after receipt of the returned product, and in any case within the statutory period of 14 days.

Statutory right of withdrawal (14-day reflection period)

In addition to our generous 30-day return policy, you as a consumer have a statutory right of withdrawal. You may cancel the agreement within 14 days of receiving your order without giving any reason. For an order with multiple products delivered separately, this period starts on the day you (or a third party designated by you) receive the last product.

Would you like to exercise your right of withdrawal? Please notify us within 14 days via info@serein-store.com or by using the model withdrawal form (see bottom of this page). After your notification, you have 14 days to send the product back to us.

Returns

You have the right to return your order within 30 days of receipt. Contact our customer service via info@serein-store.com to initiate a return.

After contacting us, you will receive instructions on how to return the product. Please note that the costs for returning products are the responsibility of the customer, unless the product is defective. For a defective product, we provide a prepaid shipping label and reimburse the return shipping costs.

Refunds

After receiving and inspecting the returned products, we aim to process the refund within 7 business days. Under your statutory right of withdrawal, you will receive a refund within 14 days from the moment you reported the withdrawal. We may wait to refund until we have received the product back or you have proven that you have sent the product back.

When exercising the statutory right of withdrawal, we refund the full purchase amount, including the standard shipping costs of the outbound shipment. If you chose a more expensive shipping method than our standard delivery, the additional costs will not be reimbursed. The refunded amount will be returned to the original payment method used for the purchase. You will receive a confirmation email once the refund has been processed.

Please note that processing times may vary depending on your financial institution.

We charge no restocking fees or administrative fees for returns. When exercising your right of withdrawal, you will receive a full refund including the standard shipping costs.

Return conditions

• Returns must be made in the original packaging, including all accessories.
• The product must be unused and returned in the same condition as it was received.
• Make sure the return shipment is well packaged to prevent any damage during transport.
• If the product or packaging is damaged, we reserve the right to charge a depreciation fee.

Exceptions to the right of withdrawal

The statutory right of withdrawal does not apply to:

• Sealed products that are not suitable for return for health or hygiene reasons and whose seal has been broken after delivery (for example, earrings, piercing jewelry, or underwear).
• Products made according to your specifications or clearly personalized for a specific person.
• Products that perish quickly or have a limited shelf life.

Responsibility

We are not responsible for delays or damage during the transport of returned items. We recommend checking the package within 24 hours of receipt, and if there are any issues, contacting us immediately.

Cancellations

Orders can be canceled up to 12 hours after placement. After this period, it is unfortunately no longer possible to cancel the order because the processing has already started. This does not affect your statutory right of withdrawal after receiving the order.

Return Method

We accept returns by mail. In the case of defective products, we provide a prepaid shipping label. For all other returns, the return shipping costs are the customer's responsibility.

Return Address

Would you like to return a product? Please contact our customer service first. We will then send you the return instructions and return address by email. This ensures your return is processed quickly and correctly.

Address Changes

Would you like to change your delivery address after placing an order? Please contact our customer service as soon as possible at info@serein-store.com. We will do our best to make the change but cannot guarantee it if the order has already been processed.

Undeliverable Packages

If a package cannot be delivered due to an incorrect address, refusal of delivery, or failure to pick up at a collection point, we reserve the right to charge return and reshipping costs.

Customer Service

Do you have questions about our return policy? Feel free to contact our customer service at info@serein-store.com. We aim to respond to your inquiries within 24/48 hours.

Company Information

Website name: Serein Store
Address: 

20 Hartwell Cl,
Manchester M11 3TW,
United Kingdom
Email address: info@serein-store.com
Phone number: +31613205620

Customer Service Hours

We are available during the following times (GMT+1):
Monday to Friday: 09:00 - 18:00
Saturday and Sunday: Closed

For more information, visit our FAQ page or Contact page

Track your order anytime via our Track & Trace page