Terms & Conditions

1. About These Terms

These terms and conditions apply to the SEREN MAISON website, mobile app, and all services we provide. By accessing or using any part of our platform, you agree to be bound by these terms. If you do not agree, please do not use our services.

2. Who We Are

SEREN MAISON LIMITED (Company No. 17137032) is a UK-based house of brands, trading as SEREN, with brands SEREN Beauty, SEREN Home. We operate from the United Kingdom and our products are designed, formulated, and fulfilled within the UK and EU.

We are not currently VAT registered (trading below the £90,000 VAT registration threshold). We are registered with the UK Information Commissioner's Office under registration number ZC115971.

3. Our Products

We make every effort to ensure product descriptions, ingredients, and imagery are as accurate as possible. However, colours and packaging may vary slightly from images shown on screen.

All SEREN Beauty products are European-made, organic, and vegan. Ingredient lists are provided on each product page and on the physical packaging.

4. Orders & Payment

When you place an order, you are making an offer to purchase. We reserve the right to decline any order for any reason, including stock availability, suspected fraud, or pricing errors.

Payment is processed securely via Stripe and PayPal. All prices are displayed in GBP. SEREN MAISON LIMITED is not currently VAT registered, so no VAT is charged on our products. We never see or store your payment card details.

5. Delivery

• Free UK delivery on orders over £100
• £3.99 delivery on orders £60–£100
• £5.99 delivery on orders under £60
• Standard delivery. 5–7 working days
• Orders are fulfilled by our manufacturing partner and dispatched directly to you

6. Returns & Refunds

For full details, please see our Returns Policy.

• Unopened products. Full refund within 30 days of delivery
• Opened products. Cannot be returned for hygiene reasons
• Damaged or faulty items. Free replacement or full refund, no questions asked

7. Personal Use Only — Resale Prohibited

SEREN MAISON products are sold for the personal, non-commercial use of the named purchaser (or as a gift). Purchasing for the purpose of resale, redistribution, or commercial exploitation is strictly prohibited, regardless of channel.

Prohibited conduct includes:

• Listing SEREN products on third-party marketplaces (including Amazon, eBay, Vinted, Depop, Etsy, Wowcher, Groupon, TikTok Shop, or any equivalent platform) without prior written agreement
• Selling through any retail premises, market stall, salon, spa, clinic, pop-up, hairdresser, beauty counter, multi-level marketing arrangement, or wholesale channel without a signed SEREN trade account
• Cross-border export or grey-market import where SEREN does not directly authorise the territory
• Repackaging, decanting, relabelling, blending, or otherwise altering our products prior to onward supply
• Removing or obscuring the batch code, the licence number, the ingredient list (INCI), or any safety information on the packaging
• Bulk purchasing patterns consistent with commercial intent (multiple high-volume orders to the same address or card, repeated identical purchases, requests for un-branded fulfilment)

Our enforcement rights: Where we reasonably suspect resale or any other prohibited use, we reserve the right to refuse or cancel any order, close the account, recover the products, and pursue civil remedies including injunctive relief and account profits. We may also limit order quantities per customer, per address, or per payment method at our sole discretion.

Legitimate trade enquiries: Businesses wishing to stock SEREN MAISON should apply through our trade programme at /trade-apply or by emailing trade@serenmaison.co.uk. We assess applicants on brand fit, certification standing, and territory; we are not obliged to accept any application.

8. Acceptable Use of the Website & App

When you use the SEREN MAISON website, mobile app, or any associated service (the Platform), you agree not to:

• Use the Platform for any unlawful purpose, or in breach of any UK statute or regulation
• Scrape, harvest, mirror, or systematically extract any part of the Platform (including product data, prices, imagery, reviews, or our analysis output) by manual or automated means
• Reverse-engineer, decompile, or attempt to derive the source code of the Platform, our AI models, our product matching logic, or our ingredient analysis logic
• Bypass, disable, or interfere with any security or rate-limiting measure we put in place
• Create accounts using false identities, automated tools, or another person's payment method without authority
• Upload to the Platform any content that is unlawful, defamatory, infringes a third party's rights, contains malware, or that you do not have the legal right to share — including, specifically, photographs of any person other than yourself for use with our skin analysis tools
• Use any of our AI tools (Skin Intelligence, the ingredient scanner, the concierge chat) to attempt to obtain medical, legal, or financial advice, or to make claims about another person's health
• Mis-state your age. The Platform is not intended for anyone under 16

Breach of this section may result in immediate suspension or termination of your account and the cancellation of any open orders, without refund of services already rendered.

9. Product Safety & Regulatory Compliance

Every SEREN MAISON product is manufactured and notified for sale in the United Kingdom under the:

• Cosmetic Products Enforcement Regulations 2013 (UK) — including the maintenance of a Product Information File (PIF), Cosmetic Product Safety Report (CPSR), and UK Responsible Person of record
• Regulation (EC) No 1223/2009 on cosmetic products, as retained in UK law by the European Union (Withdrawal) Act 2018
• Submit Cosmetic Product Notification (SCPN) portal listing for every UK-marketed SKU
• COSMOS Organic / COSMOS Natural certification, where stated, audited by Ecocert Greenlife or the Soil Association under a current and verifiable licence number

Each SEREN product label carries: ingredient list (INCI), net quantity, period after opening (PAO), batch code, best-before-date where applicable, country of origin, and the UK Responsible Person's address. Do not use any product if these are obscured, missing, or appear to have been tampered with — return it to us for replacement.

Cosmetovigilance: if you experience an adverse reaction to a SEREN product, please stop use immediately and report it to info@serenmaison.co.uk within 7 days. We are required by law to log and investigate Serious Undesirable Effects (SUEs).

10. AI Tools — Scope and Limitations

Our Skin Intelligence tool, the ingredient scanner, and the SEREN concierge AI are provided as cosmetic guidance only. They are not, and must not be treated as, medical diagnoses or prescriptions. They will not detect, screen for, or rule out skin cancer, dermatitis, rosacea, or any other medical condition.

If you have a concern about your skin that goes beyond cosmetic preference, please see a GP or a registered dermatologist. We will never charge for a referral to a regulated clinician.

You are responsible for the accuracy of the information you provide (age, image quality, declared concerns). The output is generated by third-party AI models under data processing agreements that prohibit use of your data for model training; we cannot guarantee that any individual recommendation will suit your particular skin. If you have known allergies, please consult a dermatologist before using any new product.

11. User Accounts

You are responsible for keeping your login credentials secure and confidential. Any activity that occurs under your account is your responsibility.

We reserve the right to suspend or terminate any account that we reasonably believe is being used in a fraudulent, abusive, or otherwise harmful manner.

12. Intellectual Property

All content on the SEREN MAISON website and app. Including text, images, logos, branding, design, and software. Is owned by SEREN MAISON LIMITED and protected by UK and international intellectual property law.

You may not reproduce, distribute, or commercially exploit any of our content without prior written consent.

13. Limitation of Liability

To the fullest extent permitted by law, SEREN MAISON LIMITED shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our website, app, or products.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under English law.

14. Force Majeure

Neither party will be liable for any delay or failure in performance caused by events outside its reasonable control, including without limitation: pandemic, war, civil unrest, embargo, government action, postal or courier strike, supplier failure, raw-material shortage, fire, flood, power outage, or breakdown of public telecommunications networks. We will use reasonable efforts to mitigate any such delay and to keep you informed.

15. Indemnity

You agree to indemnify and hold SEREN MAISON LIMITED, its directors, employees and officers harmless from any third-party claim, loss, or expense (including reasonable legal fees) arising out of your breach of these terms, your misuse of the Platform or our products, or your infringement of any third party's intellectual property, privacy, or other rights.

16. Severability, Waiver, Assignment & Third-Party Rights

Severability: If any provision of these terms is found to be unenforceable, the remaining provisions remain in full force.

Waiver: A failure or delay by us to enforce any right under these terms does not constitute a waiver of that right.

Assignment: You may not assign or transfer your rights under these terms without our prior written consent. We may assign our rights in connection with a reorganisation, merger, or sale of the business.

Third-party rights: Save where expressly stated, no person other than you and SEREN MAISON LIMITED has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these terms.

Entire agreement: These terms, together with our Privacy Notice and Returns Policy, constitute the entire agreement between you and us in relation to your use of the Platform and your purchase of our products.

17. Refusal of Supply

We reserve the right to refuse to accept any order at our sole discretion, with or without giving a reason. Where an order is refused after payment, you will be refunded in full to the original payment method within 5 business days. Reasons for refusal may include (but are not limited to) suspected resale activity, prior account closure, payment fraud indicators, delivery to a high-risk address, or a stock or formulation issue.

18. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier indicated by you acquires, physical possession of the goods.

To exercise the right to cancel: You must inform us (SEREN MAISON LIMITED, , info@serenmaison.co.uk) of your decision to cancel this contract by a clear statement. You may use the model cancellation form below, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Important. Hygiene exemption: The right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery. This exemption applies to many cosmetic products once opened. Unopened products may be returned.

Effects of cancellation: If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We will make the reimbursement without undue delay, and not later than 14 days after the day on which we receive the goods back. You will bear the direct cost of returning the goods unless they are faulty or incorrectly described.

19. Complaints & Dispute Resolution

We hope you are delighted with your SEREN Maison purchase. If you have a concern, we want to hear about it.

How to raise a complaint:

• Email us at info@serenmaison.co.uk with your order number and details of your concern
• We aim to acknowledge all complaints within 2 business days and provide a full response within 14 days
• Most issues are resolved quickly through direct conversation

Alternative Dispute Resolution (ADR): If we cannot resolve your complaint to your satisfaction, you have the right to refer the matter to an ADR provider. For consumer disputes, you can contact:

• Citizens Advice: citizensadvice.org.uk or 0808 223 1133
• Trading Standards: Report through Citizens Advice
• Online Dispute Resolution platform (EU customers): ec.europa.eu/consumers/odr

We are not currently signed up to a specific ADR scheme but will engage constructively with any independent mediator.

20. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

21. Changes to These Terms

We may update these terms from time to time. Significant changes will be communicated via our website or email. Your continued use of SEREN MAISON after any changes constitutes acceptance of the updated terms.

22. Contact

SEREN MAISON LIMITED. Company No. 17137032.

How to contact us: We operate as an online-first business. The fastest way to reach us is by email at info@serenmaison.co.uk. We aim to respond to all enquiries within 24 hours on business days.