Return and Refund Policy
Return and Refund Policy
At Serenza Living, your satisfaction is our priority. If your order doesn't meet your expectations, the details below explain how to handle returns, refunds, cancellations, and exchanges.
Key Details
| Return Period | 30 days from delivery date |
|---|---|
| Restocking Fee | None |
| Refund Time | Within 7 days after approval |
| Shipping Costs for Returns | Paid by the customer |
| Exchanges | Accepted |
Our Return and Refund Policy is subject to our Terms of Service.
Return Window
If something is not quite right, you may return your item(s) within 30 days from the date of delivery. Returns requested after this period cannot be accepted.
How to Start Your Return
- Contact us: Email our customer service team at support@serenza-living.com to register your return.
- Receive instructions: We will send you step-by-step guidance with the correct return address and packaging details.
- Prepare your items: Before sending your items back, please make sure they are unused, that all original tags are attached and that they are returned in their original packaging.
- Pack securely: Place the items in suitable packaging to prevent damage in transit.
- Ship the parcel: Use a reliable courier service with tracking. Customers are responsible for the cost of return shipping.
- Confirmation: Once we have received and inspected your return, we will confirm its status and proceed with the next step (refund or exchange, depending on your request).
Important: Only items that meet these conditions can be accepted. Please note that return shipping costs are the responsibility of the customer.
Refunds
After we receive and inspect the returned package, we will notify you of the approval status. Approved refunds will be processed to the original payment method within 7 days. No restocking fees are applied.
Exchanges
If you would like to exchange an item, please contact us at support@serenza-living.com with the details of your request. Our team will provide you with step-by-step instructions for completing the exchange.
To qualify for an exchange, items must be unused, returned in their original packaging, and have all original tags attached. Once your email has been received, we will guide you through the process and arrange the exchange accordingly.
Cancellations
If you wish to cancel an order, please contact us at support@serenza-living.com before the parcel has been dispatched. Once dispatched, cancellations are not possible.
Damaged or Incorrect Items
If you receive an incorrect or damaged item, please contact us at support@serenza-living.com with clear photos of the issue. Once reviewed, we will provide a suitable replacement or send the correct item at no additional cost.
Shipping Destinations & International Orders
We ship to customers in the Netherlands, the United States and the United Kingdom. Orders within the Netherlands are not subject to additional import charges.
Please be aware that orders shipped to the United States or the United Kingdom may be subject to local import duties, taxes, or customs fees upon arrival. These charges are the responsibility of the customer and are not included in the product price or shipping cost. For customers in the United States and the United Kingdom, return shipping must be arranged through a trackable courier service, and all return conditions outlined above apply.
Contact Us
Have any questions or concerns? Contact us using any of the methods listed below.
Email: support@serenza-living.com
Phone Number: +31 6 20116100
Contact Form: Open Contact Form
Customer Service Hours: Monday to Saturday: 09:00-17:00 GMT
Business Information
Serenza Living is owned and operated by B&M Online Retail v.o.f., a company based in the Netherlands.
Registration Number: 97993018
VAT Number: NL868316076B01
Address: Nevelgaarde 8, 3436 ZZ Nieuwegein, Netherlands (No return address)