Refund policy

Returns & Cancellations (UK consumers)
Last updated: 13 October 2025
(This is general information, not legal advice.)

1) Change-of-mind (Consumer Contracts Regulations 2013)

  • You may cancel within 14 days from the day you (or your nominee) receive the goods—no reason needed.

  • After cancelling, you have another 14 days to return the goods (total 28 days from delivery to get the item back to us).

  • We’ll refund the item price and the standard delivery cost (if paid) within 14 days of receiving the return or evidence of posting, whichever is earlier.

  • Return postage is your responsibility for change-of-mind returns. We may deduct for any diminished value caused by handling beyond what’s necessary to inspect the goods.

2) How to cancel / start a return

Email support@serenflux.com with your order number and a clear statement that you wish to cancel/return.
Optional model form:

“I/We cancel my/our contract for the following goods: [list]. Ordered on [date]/received on [date].
Name: [ ], Address: [ ], Date: [ ].”

Returns address: We’ll provide our UK return centre address in your RMA email. Use a trackable service and keep proof of postage.

3) Faulty, damaged, or wrong item

Report within 30 days of delivery with photos/video and your order number. We’ll arrange a free replacement or refund (including return shipping where applicable).

4) Hygiene-sealed items (LED Face Mask & Wand)

For reasons of health protection and hygiene, these items are not eligible for change-of-mind return once unsealed/used (CCR reg. 28). Your statutory rights remain for faulty items.

5) Panels & bulky items

Panels must be returned complete and in like-new condition with all accessories and packaging. Contact us for an RMA before returning.

6) Non-receipt / delivery issues

If tracking shows delivered but you didn’t receive it, contact us promptly. We’ll investigate with the carrier. Risk passes to you upon delivery.

7) Refund method & timeline

Refunds are issued to the original payment method within 5–10 business days after we receive and inspect the return (or earlier once acceptable proof of posting is provided for cancellations). We do not charge restocking fees.