Return policy
RETURNS & REFUND POLICY
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.
Certain types of goods cannot be returned. These include perishable goods, hazardous materials, and flammable liquids or gases.
Due to hygiene and sanitary reasons, intimate or personal hygiene products that have been opened or used cannot be returned.
Other non-returnable items include:
- Gift cards
- Downloadable software products
- Certain health and personal care products
- Used or opened sanitary products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
In certain situations, only partial refunds may be granted, including:
- Items that are not in their original condition
- Items that are damaged or missing parts for reasons not caused by our error
- Items returned more than 30 days after delivery
Refunds
Once your return has been received and inspected, we will send you an email to confirm that we have received your returned item. We will also notify you whether your refund has been approved or rejected.
If approved, your refund will be processed and automatically credited to your original payment method within a few business days.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
Delayed or Missing Refunds
If you have not received your refund yet, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have completed these steps and still have not received your refund, please contact us at:
Sale or Promotional Items
Only regularly priced items are eligible for refunds.
Unfortunately, sale or promotional items are not eligible for a refund unless otherwise required by applicable law.
Exchanges
We only replace items that are initially defective or damaged.
If you need to exchange your item for the same product, please contact us at helpdesk.serenova@gmail.com
Shipping
To return your product, please send it to:
Chemin Des Roses 5
Renens, Vaud 1020
Switzerland
Return shipping costs are your responsibility and are non-refundable.
If you receive a refund, the cost of return shipping may be deducted from your refund where applicable.
Depending on where you live, the time it may take for your exchanged product to reach you can vary.
For items of significant value, we recommend using a tracked shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Contact Us
If you have any questions regarding returns or refunds, please contact us at: