Effective Date: November 15, 2024
At Serenity Calmness, your satisfaction is our priority. If you are not completely happy with your purchase, we have a straightforward Refunds and Returns Policy to ensure a smooth and fair process for resolving your concerns.
1. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- The product must be unused, unopened, and in its original packaging.
- The return must be initiated within 30 days of receiving the product.
- Proof of purchase (order confirmation or receipt) is required.
2. Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for return:
- Products that have been opened or used.
- Damaged items not caused by shipping or manufacturing defects.
3. How to Initiate a Return
To start the return process:
- Contact Us: Email us at [email protected] with the subject line “Return Request – Order [Your Order Number].”
- Provide Details: Include your order number, the product(s) you wish to return, and the reason for the return.
- Receive Authorization: Once your request is approved, we will provide you with a return authorization number (RAN) and detailed return instructions.
4. Return Shipping
- Customers are responsible for return shipping costs unless the product is defective or incorrect.
- We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
5. Refund Process
Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund.
- Approved Refunds: Refunds will be processed within 7-10 business days and credited to your original payment method.
- Partial Refunds: In some cases (e.g., damaged packaging), a partial refund may be issued.
6. Exchanges
If you wish to exchange an item for a different scent or product, please contact us at [email protected]. Exchanges follow the same process and conditions as returns.
7. Defective or Damaged Products
If your product arrives damaged or defective, we apologize for the inconvenience. Please email us within 7 days of receipt with:
- Photos of the damaged item(s).
- Your order number and contact details.
We will arrange for a replacement or a full refund at no additional cost.
8. Processing Times
- Return Approval: You will receive a response to your return request within 3 business days of submission.
- Refund Issuance: Refunds are typically processed within 7-10 business days after receipt and inspection of the returned item.
9. Additional Information
- Refunds are issued only to the original payment method.
- If you used a gift card or discount code for your purchase, the refunded amount will account for those discounts.
- Shipping costs are non-refundable, except in cases of defective or incorrect products.
10. Contact Information
If you have any questions or need assistance with a return or refund, please contact us:
Address: 8455 W. Sahara Ave, Apt 202, Las Vegas, NV 89117
Email: [email protected]
We are committed to ensuring your satisfaction and appreciate your understanding of our Refunds and Returns Policy. Thank you for choosing Serenity Calmness!