Payment & delivery

SECURE TRANSACTION
 

When paying by credit card on our website, you are guaranteed a secure transaction. We use an encryption service provided by our bank. The SSL certificate we display ensures that your transaction is safe. The SSL activation is shown by a padlock icon in the top bar of your browser. The SSL certificate encrypts the data you provide to guarantee confidentiality during your online payment.

PERSONAL DATA PROTECTION
 

The collection of personal information is required to process distance selling transactions. This information is essential for handling orders, deliveries, and invoices. In compliance with the UK Data Protection Act and UK GDPR, you have the right to access, modify, rectify, or delete your personal data held by Serenhome. This right can be exercised by contacting our customer service.

We guarantee that your data will never be sold or disclosed to third parties without your consent.

DELIVERY CHARGES

Delivery costs range from £9 to £59, depending on your order value, for purchases below £690 (incl. VAT). This charge covers packaging, handling, and shipping.

For orders over £690 (mainland UK only), delivery is free of charge.
Delivery is also free for orders above £690.
We recommend grouping your items into a single order to avoid multiple delivery charges.

DELIVERY

Once payment is confirmed, you can choose to have your order delivered to the address of your choice. Please provide your phone number and any relevant details to facilitate delivery.

Orders placed before 11:00 am are prepared and shipped the same day.
Orders placed after 11:00 am are dispatched the next working day.
You will receive an email confirmation once your order has been shipped.
Standard delivery is usually completed within 24 to 48 hours.
You can track your delivery at any time using the tracking link provided in your confirmation email.

If your parcel is delivered via our logistics partner GLS to a collection point, you will have 10 working days to collect it. Beyond this time frame, the parcel will be returned to us.

For other delivery partners, you will be contacted directly to schedule a new delivery attempt.

RECEIVING YOUR ORDER

When receiving your order, it is important to check the condition of your items in the presence of the delivery driver.

All parcels are carefully packaged and sealed with a guarantee band.
In case of damaged packaging or defective products, you must refuse delivery and clearly indicate the issue on the delivery note.
By signing the delivery note, you confirm that the goods have been received in perfect condition.

RETURNS & EXCHANGES
 

Any anomaly (missing or damaged item) must be reported within 48 hours of delivery by contacting our customer service via email at [email protected].

If a defective item is received, Serenhome will cover the cost of return postage and provide a prepaid return label by email.

Returned products must be sent back within 14 days of receipt for the refund or exchange to be processed.

REFUNDS

In accordance with consumer protection regulations, Serenhome accepts returns within 14 days of receipt, provided items are returned in their original packaging and unused.

Refunds are processed within 14 days of receiving the returned goods.
Bespoke or personalised products are excluded.
For trade customers, we offer a 30-day return window.
Refunds may be subject to a deduction depending on the condition of the returned product and its packaging.