Return policy

PLEASE NOTE THAT WE DO NOT PROVIDE FREE RETURNS, CHARGES APPLY.

Returns

Can I return my order? Yes, that is possible.

If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receipt.

In this case, the order must meet the following conditions:

1. The order still contains all the corresponding parts, components and the packaging has arrived exactly as the product.

2. Normal handling of the product is evident, breakage due to careless handling is excluded.

3. Products where hygiene is important have been thoroughly cleaned before the return begins.

4. The product was found to be defective immediately after receipt.

5. We are entitled to charge the customer for the shipping costs.

6. A return will be processed within 7 working days and if the conditions are met, the return will be officially confirmed within this period.

*We reserve the right to refuse the return of items if we suspect that the items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the conditions above, you must do the following to initiate the return process.

-Send an email to: info@serene-toronto.com

Make sure the email contains the following information:

Order number

Reason for return

Photo of the product in case of breakage

Customer's first name + last name

Customer's address

We will then speak to you and provide you with the return address.

Never send the return to the sender, we will provide you with the correct address after you ask us to.

You, the customer, will bear the cost of returning the product.

CANCELLATION

The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who concludes a legal transaction for purposes that can predominantly not be attributed to their commercial or professional activity:

A. CANCELLATION CONDITIONS

Right of withdrawal

The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, received or took over the last goods.

Since we work with a fully automated system, orders are processed immediately after the order. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods.

To exercise your right of withdrawal, you must inform us (Serene) of your decision to withdraw from this contract by means of a clear declaration (e.g. by email). The withdrawal is completed when we have received the goods. The costs of returning the goods are to be borne by the buyer.

Proof of shipments in transit

As our goods are shipped from Asia, there may be longer transport times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then send them back to us. Of course, you can inform us of your cancellation in advance.

To guarantee you the fastest possible return, we ask you to send us a shipping confirmation.

Consequences of cancellation

If you cancel this contract, we will refund all payments that we have received from you, with the exception of delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract and receipt of the goods. For this refund, we will use the same means of payment that you used for the original transaction, unless something else was expressly agreed with you; Under no circumstances will you be charged any fees for this refund.

** ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.