Refund policy

Thank you for shopping on SerenLuna - if you are not 100% satisfied with your purchase, we’re here to help.

Customer Support

  • We guarantee the quality of our products and are confident that you will love them. If you are not satisfied with the product for any reason within the 60-day trial period of receipt, we will be happy to help you troubleshoot or process a return.
  • For helping us provide a better product to you next time, we will contact you as soon as possible, please tell us your any using feeling or any problem.

Customer Support is available 24/7 at customerservice@SerenLunaHome.com

We do our very best to respond to support emails within 24 hours.

 

1. ORDER CANCELLATION

  • All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you can contact us within 12 hours as most orders are shipped within 24 hours of ordering. 

 

2. UNWANTED ITEM RETURNS

  • To be eligible for a return, the product(s) must be clean, undamaged, unwashed, and in its original packaging. You can simply return it to us within 60 days of received for a refund. 
  • Once we have confirmed the return, you can either return the goods with the delivery, at your own method or request us to arrange the delivery on your behalf.
  • If you prefer to prepare return shipping at your own preference, a full refund will be in place. If you prefer to let us arrange the return, a return fee may be charged. Please note that all returned products must include a tracking number and have it informed us via email. Once the returned goods are received, the refund will be issued within the next 3-5 business days.
  • Note: We accept the right to refuse any delivery to our warehouse that has not been pre-booked. Any items deemed as unfit for return may be refused and you may be liable for any postage costs to return the item to you.
  • Once the returned goods are found to be defective, 5% of the total price of the goods will be charged as the cost of repair.


3. INCORRECT, DAMAGED, OR FAULTY ITEM RETURNS

  • We will happily exchange or refund for free any product that has been sent in error or has been damaged upon delivery. Where an error has been made by us and you have received items that were not ordered, we will replace these as quickly as possible.
  • Any shortages or errors must be notified within 30 days of receiving the goods.
  • Incorrect, damaged, or faulty items must be returned unused and with all accompanying packaging.

 

4. OTHER

  • We reserve the right to reject any returned items which are not returned in accordance with our returns policy. You would be liable for the return postage of the items back to you in this instance. Our returns policy does not affect your statutory rights.
  • Returned goods, the warehouse needs 1-2 working days to do quality checks.
  • Where a refund is processed it will be applied to the original payment source. Please allow up to 5 working days for your refund to show in your account once it has been processed.


We operate an ethical, fair business and we do everything we can to ensure your experience with us is positive. We recognize that you have a great choice of stores available to you and we appreciate that you have chosen SerenLuna.