At Serenistone, your satisfaction is important to us, and we’re here to help if something isn’t quite right. If for any reason you’re not completely satisfied, we’re happy to offer a refund or exchange on any item, provided you let us know within 14 days of receiving your order. The item must be unused, in its original condition and packaging, and returned to us within 28 days of receipt.

You also have the right to cancel your online order within 14 days of receiving your purchase. To do so, simply notify us in writing at info@serenistone.co.uk within that 14-day window. Once the item is returned in its original condition, we’ll issue a full refund for the item(s) purchased.

Please note: original delivery charges and any gift wrapping fees are non-refundable.

We reserve the right to limit or refuse future orders at our discretion if a pattern of excessive or suspicious returns arises. This may include frequent returns, behaviour suggestive of policy misuse, or potential fraudulent activity. These decisions are made on a case-by-case basis.

 

How to Make a Return or Exchange

1. Email info@serenistone.co.uk within 14 days of receiving your order to let us know you’d like to return or exchange an item.
2. Please include your order reference number in the email. We’ll confirm receipt of your request and advise whether it falls within the return period.
3. Once confirmed, we’ll provide return instructions, including the return address. You’ll then have 28 days from the date you received your order to send the item back.
4. Be sure to include your name, return reason, and contact details (email and daytime phone number) with your return. If you no longer have your confirmation email, a written note with your full name, address, order reference (if known), and return details will be helpful.