Unopened items
You have 14 days from delivery to cancel and return any unused product, with all hygiene seals intact and in its original packaging. The customer covers return postage. Refund issued within 14 days of receipt of the returned goods.
Opened items
Cosmetic products that have been opened or had their seal broken are not returnable. This is an exemption under the Consumer Contracts Regulations 2013, on hygiene grounds. It applies to every UK retailer of sealed personal-care goods.
Faulty or damaged
If a product arrives faulty, damaged or not as described, you have 30 days from delivery to reject it under the Consumer Rights Act 2015. We cover return postage. You may choose a refund or a replacement.
Wrong item received
If the item delivered does not match what you ordered, write to info@serenmaison.co.uk within 14 days of receipt. We will resolve it at no cost to you.
How to start a return
- Email info@serenmaison.co.uk with your order number and the reason for return. Include photographs if the item is damaged.
- We confirm the return address and issue an RMA reference.
- Post the item back, retaining proof of postage.
- Refund is processed within 14 days of receipt of the returned item, to the original payment method.
Statutory references
- The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Part 3 (right to cancel) and Regulation 28(3) (exemptions for sealed goods unsuitable for return on hygiene grounds).
- Consumer Rights Act 2015, Part 1 Chapter 2 (right to reject goods of unsatisfactory quality, unfit for purpose, or not as described, within 30 days of delivery).
SEREN MAISON LIMITED · Company No. 17137032 · Registered in England & Wales
Last updated: May 2026