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Returns & Refunds

We want you to love your order. If you're not completely satisfied, we're here to help.

Your right to return You have 14 days from the date you receive your order to request a return. Items must be unused, in their original condition, with all tags and packaging intact.

To start a return, please contact us at serenityhealinglpool@gmail.com within 14 days of receiving your order.

EU customers — right of withdrawal If you are based in the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification, in accordance with the EU Consumer Rights Directive.

Return shipping Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a tracked service as we cannot be held responsible for items lost in transit.

Refunds Once we receive and inspect your return, refunds will be processed within 14 days to your original payment method.

Non-returnable items Personalised or custom-made items and final sale items cannot be returned unless faulty.

Faulty or damaged items Please report any faults or damage immediately upon receipt with supporting photos. We will arrange a replacement or full refund including return shipping costs.

This policy is governed by the UK Consumer Rights Act 2015 and, where applicable, the EU Consumer Rights Directive.