RETURNS & REFUND POLICY

Returns & Refund Policy

Effective Date: 23/02/2026

This Returns & Refund Policy applies to purchases made from Serenity Haven (“we”, “us”, “our”) via our online store.

This policy is in accordance with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under UK law, you have the right to cancel your order within 14 days of receiving your goods for any reason.

Cancellation Period

• The 14-day period begins the day after you receive your order.

• You then have a further 14 days to return the goods to us.

How to Cancel

To cancel your order, please notify us in writing by:

• Email: serenityhaven13@gmail.com

You must clearly state your intention to cancel.

2. Returning Items

To be eligible for a refund:

• Items must be unused and in their original condition

• Items must be returned in original packaging where possible

• Proof of purchase is required

You are responsible for return postage costs unless the item is faulty or incorrect.

We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit.

3. Non-Returnable Items (Hygiene & Safety Exceptions)

Due to hygiene and safety reasons, the following items cannot be returned unless faulty:

• Bath bombs

• Soap flowers

• Any used skincare or body products

• Opened incense products

• Used nail trimming kits

We reserve the right to refuse returns that do not meet hygiene standards.

This does not affect your statutory rights if goods are faulty.

4. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality

• Fit for purpose

• As described

If you receive an item that is faulty, damaged, or incorrect, please contact us within 30 days of receiving the item.

You may be entitled to:

• A full refund

• A repair

• A replacement

We will cover reasonable return postage costs for faulty or incorrect items.

5. Refunds

Once we receive and inspect your return:

• Refunds will be processed within 14 days

• Refunds will be issued to the original payment method

• Original delivery charges will be refunded (standard delivery only) if you cancel within the 14-day cooling-off period

We are not required to refund:

• Express or upgraded delivery costs (only standard delivery is refundable)

6. Late or Missing Refunds

If you have not received your refund within the stated timeframe:

1. Check your bank account

2. Contact your card provider or bank

3. Contact us at [Insert Email Address]

7. Exchanges

We only replace items if they are defective or damaged. If you need an exchange, contact us at:

Email: serenityhaven13@gmail.com

8. Return Address

Returns should be sent to:

Serenity Haven
11 Lewis Way

Chepstow

South Wales UK

Please do not send items back without contacting us first.

9. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law.