Return & Refund Policy

At SereniaLife, we want you to understand your options if something is not right with your order.

For return requests or order issues, contact info@sereniavida.com with your order number.

30-Day Return Requests

You may request a return within 30 calendar days of delivery.

For change-of-mind returns, items must be unused, complete, and in their original packaging, with any hygiene seals intact.

Because these products may come into contact with the mouth and face, used items or items with broken hygiene seals are not eligible for change-of-mind returns, except where required by applicable law.

These conditions do not restrict claims involving defective, damaged, incorrect, or misdescribed products.

How to Request a Return

Email us with your order number and the items you wish to return. We will provide return instructions and the appropriate return address.

Please contact us before sending anything back. The address printed on your package may not be the return address.

Use a tracked shipping service and retain your shipping receipt.

Return Shipping Costs

For change-of-mind returns, customers are responsible for return shipping. Original shipping charges are non-refundable unless required by law.

If we confirm that an item arrived defective, damaged, or incorrect, we will arrange an appropriate solution at no additional cost to you, including return shipping where a return is needed.

Buy 2, Get 1 Free Offers

For a full change-of-mind refund on a “Buy 2, Get 1 Free” bundle, all three kits must be returned in eligible condition.

For an approved partial return, the amount paid for the bundle will be allocated equally across the three kits. The refund will reflect the allocated value of each eligible kit returned.

Promotional items cannot be redeemed for their advertised retail value in cash. These conditions do not limit remedies for faulty or incorrect items.

Damaged, Defective, or Incorrect Items

Please contact us as soon as you discover an issue. Include your order number, a description of the problem, and photos where possible.

Do not send back a used or potentially contaminated device without contacting us for handling instructions.

We will review the issue and arrange a replacement, refund, or other appropriate remedy in accordance with applicable law.

One-Year Warranty

Your SereniaLife kit includes a one-year warranty from delivery for manufacturing defects in materials or workmanship.

This warranty does not cover normal wear, accidental damage, misuse, unauthorized modifications, or use contrary to the supplied instructions. It does not extend any single-use limits or permit reuse prohibited by the product instructions.

Contact us with proof of purchase and details of the defect. For a covered claim, we will arrange repair or replacement at no cost, or a refund if an appropriate repair or replacement is unavailable, subject to applicable law.

This warranty is separate from the 30-day change-of-mind return policy and does not limit statutory rights.

Refund Processing

We will review returned items and notify you of the outcome within 5 business days of receiving them.

Approved refunds will be issued to the original payment method within 10 business days of approval. Your bank or payment provider may require additional time to post the credit.

Refunds will not exceed the amount actually paid for the returned items, plus any shipping charges refundable under this policy or applicable law.

Cancellations

Contact us promptly if you wish to cancel an order. If shipment can still be stopped, we will confirm cancellation and issue a refund.

If the order has already shipped, we will explain the applicable return options. Statutory cancellation rights remain unaffected.

Delivery Issues

Order processing takes up to 3 business days. Estimated shipping time is 7–12 business days after dispatch.

If your package is delayed, missing, or marked delivered but cannot be found, contact us so we can investigate with the carrier. A delivery scan alone does not automatically exclude your claim.

We will provide an appropriate resolution for confirmed non-delivery in accordance with applicable law.

Payment Questions & Disputes

If you do not recognize a charge or have an unresolved order issue, please contact us so we can investigate and help resolve it promptly.

Contacting us does not waive your right to dispute a payment or extend any deadline set by your bank or payment provider.

If a payment dispute is already open, please let us know. We will coordinate any refund with the payment provider to avoid duplicate reimbursement. The provider may require the refund to be handled through the dispute process.

We may provide relevant order records, tracking information, customer communications, and refund confirmations to the payment provider when responding to a dispute, in accordance with our Privacy Policy and applicable law.

Your Consumer Rights

Nothing in this policy excludes or limits rights that cannot legally be excluded or limited. Where applicable law provides additional return, cancellation, warranty, or refund rights, those rights apply.