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Terms and Conditions

Serenity Haven
Email: serenityhaven13@gmail.com
Phone: 07985711170

Last updated: 23/02/2026

1. Introduction

Welcome to Serenity Haven. These Terms and Conditions govern your use of our website and the purchase of products from our online store.

By accessing our website and placing an order, you agree to be bound by these Terms and Conditions.

If you do not agree, please do not use our website.

2. About Us

Serenity Haven is a UK-based online retail store selling:

  • Figurines

  • Nail trimming kits

  • Candles

  • Incense and incense holders

  • Wax melts and wax melt holders

  • Jewellery

  • Bath bombs

  • Soap flowers

For any queries, please contact:
serenityhaven13@gmail.com
07985711170

3. Eligibility

By placing an order with Serenity Haven, you confirm that:

  • You are at least 18 years old, or have permission from a parent or guardian

  • The information you provide is accurate and complete

4. Products

All products are subject to availability.

We make every effort to ensure product descriptions, images, and prices are accurate. However:

  • Colours may vary due to screen settings

  • Handmade products may vary slightly in appearance

  • We reserve the right to discontinue products at any time

5. Pricing & Payment

  • All prices are listed in GBP (£).

  • Prices may change without notice.

  • Payment must be made in full at checkout.

  • We reserve the right to cancel orders where pricing errors occur.

6. Order Acceptance

You will receive an order confirmation email after purchase. This does not mean your order has been accepted.

A contract is formed only when your order has been dispatched.

We reserve the right to refuse or cancel orders at our discretion.

7. Shipping & Delivery

  • Delivery timeframes are estimates and not guaranteed.

  • Serenity Haven is not responsible for courier delays.

  • Customers must provide accurate delivery details.

Risk passes to you once the goods are delivered to the address provided.

8. Returns & Refunds (UK Consumer Rights)

This policy complies with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

You have the right to cancel your order within 14 days of receiving your goods for a full refund.

To qualify:

  • Items must be unused and in original packaging

  • You must notify us within 14 days of delivery

  • You must return the item within 14 days of notifying us

Non-returnable items include:

  • Used bath and body products

  • Earrings (for hygiene reasons)

  • Custom or personalised items

  • Sealed items that have been opened and are not suitable for return due to health protection or hygiene reasons

Return postage costs are the responsibility of the customer unless the item is faulty.

Refunds will be processed within 14 days of receiving returned goods.

9. Faulty or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to:

  • A repair or replacement

  • A refund if the item is faulty, not as described, or unfit for purpose

Please contact us within 48 hours of delivery with photos and your order number.

10. Product Safety

Candles, incense, wax melts and similar products must be used safely.

Serenity Haven is not liable for damage or injury resulting from:

  • Misuse

  • Failure to follow safety instructions

  • Leaving burning products unattended

Never leave candles or incense burning unattended. Keep away from children, pets, and flammable materials.

11. Allergies & Skin Sensitivity

Some jewellery and bath products may contain ingredients or metals that may cause allergic reactions.

Customers are responsible for checking ingredients and materials before purchase.

Serenity Haven accepts no liability for allergic reactions unless caused by a manufacturing defect.

12. Intellectual Property

All website content including text, images, branding, and logos is the property of Serenity Haven and may not be copied or reproduced without written permission.

13. Limitation of Liability

Nothing in these Terms excludes or limits liability for:

  • Death or personal injury caused by negligence

  • Fraud or fraudulent misrepresentation

  • Any rights under UK consumer law

Our total liability shall not exceed the purchase price of the goods.

14. Privacy

Personal data is processed in accordance with UK GDPR and the Data Protection Act 2018.

We do not sell your data to third parties.

15. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.

Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Changes to Terms

We reserve the right to update these Terms at any time. The latest version will always be posted on our website.

If you would like, I can now provide:

  •  A fully UK GDPR compliant Privacy Policy

  •  A legally strong Returns Policy page (separate from T&Cs)

  •  A Shipping Policy

  •  A Cookie Policy

  •  Candle safety labels wording (important for insurance)

Privacy Policy

Effective Date: 23/02/2026

Serenity Haven (“we”, “us”, “our”) is committed to protecting and respecting your privacy in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

This Privacy Policy explains how we collect, use, and protect your personal data when you visit or purchase from our online store.

Our store sells jewellery, candles, incense, incense holders, wax melts and burners, figurines, nail trimming kits, bath bombs, soap flowers and related products.

1. Who We Are

Business Name: Serenity Haven
Email: serenityhaven13@gmail.com
Business Address: Chepstow. UK

For the purpose of UK data protection law, Serenity Haven is the “data controller” of your personal data.

2. What Personal Data We Collect

A. Information You Provide to Us

When you place an order, create an account, or contact us, we may collect:

  • Full name

  • Billing and delivery address

  • Email address

  • Telephone number

  • Payment details (processed securely by third-party providers)

  • Order history

B. Automatically Collected Information

When you use our website, we may collect:

  • IP address

  • Browser type and device information

  • Pages visited and browsing activity

  • Date and time of visits

C. Cookies

We use cookies and similar tracking technologies to:

  • Make our website function properly

  • Remember your preferences

  • Analyse website traffic

  • Support marketing (where consent is given)

You can manage your cookie preferences through your browser settings or our cookie banner.

3. Our Lawful Bases for Processing (UK GDPR)

Under UK GDPR, we rely on the following lawful bases:

Contractual necessity
To process and deliver your orders.

Legal obligation
To comply with tax, accounting, and consumer protection laws.

Legitimate interests
To improve our website, prevent fraud, and ensure business security.

Consent
For marketing emails and non-essential cookies. You can withdraw consent at any time.

4. How We Use Your Personal Data

We use your data to:

  • Process and fulfil orders

  • Manage payments and deliveries

  • Respond to customer enquiries

  • Send order confirmations and updates

  • Improve our products and website

  • Prevent fraud and protect our business

  • Send marketing communications (if you opt in)

5. Marketing Communications

If you subscribe to our mailing list, we may send promotional emails about new products and offers.

You can:

  • Withdraw consent at any time

  • Click “unsubscribe” in any marketing email

  • Contact us directly to opt out

We will not send marketing communications without your consent unless permitted under soft opt-in rules (existing customers).

6. Sharing Your Data

We do not sell your personal data.

We may share your data with trusted third parties, including:

  • Payment processors

  • Delivery and courier companies

  • Website hosting providers

  • IT and marketing service providers

  • Professional advisers (e.g., accountants)

  • HM Revenue & Customs (if legally required)

All third parties are required to process your data securely and lawfully.

7. International Transfers

If any of our service providers are located outside the UK, we ensure appropriate safeguards are in place (such as UK-approved Standard Contractual Clauses) to protect your data.

8. Data Retention

We retain personal data only as long as necessary to:

  • Fulfil orders

  • Meet legal and tax obligations (typically 6 years for financial records)

  • Resolve disputes

  • Enforce agreements

9. Your Data Protection Rights

Under UK GDPR, you have the right to:

  • Access your personal data

  • Correct inaccurate data

  • Request erasure (“right to be forgotten”)

  • Restrict processing

  • Object to processing

  • Data portability

  • Withdraw consent at any time

To exercise your rights, contact us at:
[Insert Contact Email]

You also have the right to lodge a complaint with the UK supervisory authority:

Information Commissioner’s Office (ICO)
Website: https://ico.org.uk
Helpline: 0303 123 1113

10. Data Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction.

However, no online transmission can be guaranteed to be completely secure.

11. Children’s Data

Our website and products are not intended for children under 13. We do not knowingly collect personal data from children.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated effective date.

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