Unopened & Sealed
Under the Consumer Contracts Regulations 2013, you have 14 days from delivery to cancel your order. Items must be unopened, unused and in their original sealed packaging. Customer pays return postage.
Opened Products
For reasons of health protection and hygiene, we cannot accept returns on opened, used or unsealed skincare products. This is a statutory exemption under Regulation 28(3)(e) of the Consumer Contracts Regulations 2013.
Damaged or Faulty
Under the Consumer Rights Act 2015, you have 30 days from delivery to reject faulty goods for a full refund. Report the issue with photos and we will cover return postage.
Wrong Item Received
If we dispatch the wrong product, contact us within 14 days of delivery. We will send the correct item or issue a full refund and cover all return postage costs.
How to Start a Return
- Email us at info@serenmaison.co.uk with your order number within the applicable window (14 days for unopened cancellation, 30 days for faulty goods)
- Include a brief description of the reason — and photos for damaged or faulty items
- We will reply with return instructions. You must return the goods within 14 days of notifying us of cancellation
- Refunds are issued within 14 days of us receiving the returned goods (or evidence they have been sent), to the original payment method
Important Notes
- 14-day cancellation right applies to unopened, unused goods only (statutory cooling-off period under the Consumer Contracts Regulations 2013)
- 30-day right to reject faulty goods is a statutory right under the Consumer Rights Act 2015
- Customer pays return postage for cancellation or change of mind; SEREN MAISON pays return postage for faulty or incorrectly supplied items
- Products must be in their original sealed packaging for a cancellation refund to be valid
- Refunds are processed to the original payment method only, within 14 days of goods being received back
- This policy does not affect your statutory rights
SEREN MAISON LIMITED · Company No. 17137032 · Registered in England & Wales
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Last updated: April 2026