Refund policy
Business Name: Serene Creations Hub
Email: serenecreationshub@gmail.com
Business Location: Wrexham, North Wales, United Kingdom
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at serenecreationshub@gmail.com. If your return is accepted, we’ll provide return instructions and the postal address for sending your item back.
Please note: Customers are responsible for the cost of return shipping unless the item is faulty or not as described.
We strongly recommend using a tracked service for your own protection. Refunds will only be issued once the returned item is received by us, as the seller remains responsible for the item until it is delivered back. If you choose to return the item without tracking, you do so at your own risk.
We only ship within the UK, and returns are only accepted from UK-based customers.
We request that customers contact us before returning items so we can provide the correct return instructions. This does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
You can always contact us with any return questions at serenecreationshub@gmail.com
Damages and Issues
Please inspect your order upon receipt and contact us as soon as possible if your item arrives damaged, defective, or incorrect.
We may ask you to provide photographs of the item and its packaging to help us assess the issue. However, photographs alone do not guarantee that a refund or replacement will be issued.
Where appropriate, we may require the item to be returned to us for inspection before a refund, replacement, or other remedy is provided. If the item is confirmed to be faulty, damaged, or not as described, we will reimburse your reasonable return postage costs and provide an appropriate remedy in accordance with your statutory rights under the Consumer Rights Act 2015.
Exceptions / Non-returnable Items
Certain types of items cannot be returned for hygiene or safety reasons, such as:
- Perishable goods (food, flowers, plants)
- Custom products (special orders or personalised items)
- Personal care items (beauty products)
- Hazardous materials, flammable liquids, or gases
Sale items and gift cards may still be returned under your statutory rights. Please get in touch if you have questions or concerns about your specific item.
Exchanges
We do not offer direct exchanges. If you would like a different item, please return your original item first using our Returns Policy. Once we have received and checked your returned item, we will issue a refund. You can then place a new order for the item you want at any time.