Refund policy
At Serene Herbs, we value our customers and strive to provide a simple and transparent shopping experience. This Return & Refund Policy explains the process for requesting returns, exchanges, and refunds for purchases made through our online store.
1. Return Eligibility
Customers may request a return within 30 days of receiving their order, subject to the conditions outlined below.
To be eligible for a return:
- The item must be unused and in its original condition.
- The product must include original packaging where applicable.
- Proof of purchase, such as an order confirmation, may be required.
- Customers must contact our support team and receive return instructions before sending any items back.
For health, safety, hygiene, or product protection reasons, certain items may not be eligible for return after opening or use, where permitted by applicable law.
2. How to Request a Return
To start a return request, please contact our customer support team:
Email: VelichkoAleksei538@gmail.com
Please include:
- Order number
- Customer name
- Product details
- Reason for the return
- Photos or supporting information if the item arrived damaged or incorrect
Our team will review your request and provide further instructions.
Please do not send products back without receiving return approval and return instructions.
3. Damaged, Defective, or Incorrect Orders
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:
Email: VelichkoAleksei538@gmail.com
Please provide your order details and any relevant photos so we can review the issue and assist with an appropriate solution.
4. Refund Process
Once an approved return has been received and reviewed, we will notify you regarding the status of your refund.
If approved, refunds will be issued to the original payment method used during checkout.
Please note that processing times may vary depending on your payment provider, bank, or financial institution.
5. Return Shipping
Unless otherwise required by applicable law:
- Customers may be responsible for return shipping costs for unwanted or non-defective items.
- If an item is received damaged, incorrect, or defective, please contact our support team before returning the product.
Original shipping fees may not be refundable unless required by applicable law or otherwise stated by Serene Herbs.
6. Exchanges
If you would like to request an exchange, please contact:
Email: VelichkoAleksei538@gmail.com
Exchange requests are subject to product availability and approval.
If an exchange cannot be completed, an alternative resolution may be offered where appropriate.
7. Order Cancellations
If you need to cancel your order, please contact us as soon as possible.
Cancellation requests can only be accepted before the order has been processed or shipped.
Once an order has entered fulfillment or has been shipped, the return process outlined in this policy may apply.
8. Non-Returnable Items
Where permitted by applicable law, certain items may not be eligible for return, including:
- Opened or used products where return restrictions apply
- Gift cards
- Final sale items
- Personalized products
This section does not limit any consumer rights that cannot legally be excluded.
9. Late or Missing Refunds
If you have not received an expected refund:
- Check your bank account or payment provider.
- Contact your payment provider for processing updates.
- Contact us at VelichkoAleksei538@gmail.com if the issue continues.
We will assist with reviewing the status of your refund request.
10. Policy Updates
Serene Herbs reserves the right to update or modify this Return & Refund Policy at any time.
Any changes will be posted on this page with an updated revision date.
11. Contact Information
For questions regarding returns, refunds, or order assistance, please contact:
Brand: Serene Herbs
Email: VelichkoAleksei538@gmail.com
Thank you for choosing Serene Herbs.