Refund policy

At Serenis London, we want you to enjoy your rest as much as we do. If your order isn’t quite right — whether it’s the fit, feel, or style — we’re here to help.

You may return unused Serenis London products within 30 days of receiving your order.

Your comfort is our priority, and we will do our best to make things right.

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Eligibility

All Serenis London products may be returned within 30 days of delivery.

Items must be returned:

Returns showing signs of wear, damage, washing, or incompleteness may be declined.

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Registration & Inspection

Returns must be registered by contacting us at info@serenislondon.com.

Buyers must provide a valid reason for return and clear supporting information when requested.

All returned items are inspected within 5–7 business days of receipt. Customers will be notified of the outcome via email.

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Costs & Shipping

Customers are responsible for return shipping costs unless the return is due to our error (incorrect, defective, or damaged items).

Original shipping fees are non-refundable.

Items must be returned complete and in original condition to avoid denial.

Customs-related delays are outside of our control and are not valid grounds for return.

Bundled items must be returned in full and cannot be returned individually.

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Exchanges

Exchange requests must be submitted within 14 days of delivery.

Once inspected and approved, store credit will be issued via email to place a new order.

Direct item-for-item exchanges are not offered.

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Denials & Acceptance

Serenis London reserves the right to refuse any return that does not comply with this policy, including items that are used, incomplete, outside the return window, or sent to an unauthorized address.

Denied returns may be sent back to the original sender at the customer’s expense.

By placing an order with Serenis London, customers acknowledge and agree to this Return Policy.