Returns

RETURNS RETURNING AN ITEM

If you’ve changed your mind about a product, no problem. Simply return it in its original condition with proof of purchase within 28 days of purchase. Please follow our returns process below for details of how to return items to us:

1. Please email sales@serenco.co.uk and provide your order reference.

2. We will email you a returns label so you can use our DPD ret urns service at a cost of £3.50

3. Alternatively you can send your return directly to us at: Serenco UK Ltd, Unit 3, Wellingborough Road, Sywell, Northants, NN6 0BN.

We’ll process your refund as soon as we’ve received the item back but please note it can take up to 5 days for your bank or PayPal to transfer the funds to you. Refunds will be processed using the original payment method.

If your item is faulty, please check our warranty information or contact our customer services department by email: sales@serenco.co.uk or call us on 01604 790982 between 8am and 5.30pm Monday to Friday. They will be able to advise you further based on the product type and arrange collection, repair or replacement where applicable.

If you have received a damaged product, please contact our customer services department by email: sales@serenco.co.uk or call us on 01604 790982 between 8am and 5.30pm Monday to Friday. They will be able to arrange to collect damaged goods and arrange a replacement if required.

WARRANTY INFORMATION

We are proud of our after sales service, and handle the majority of faulty returns in-house.

For specific warranty information, please contact us.

Refund policy

The following items are excluded from our returns policy, unless faulty or not as described:

·        Products which have been sourced as a special order

·        Products which have been made to order, including OSM

For non-faulty goods, returns should be made within 28 days of purchase. Goods should be returned with proof of purchase and in their original condition, which includes:

·        All original packaging, labels and instructions

·        Undamaged and unused

·        The exclusion of any personal data

·        The product should not be registered to you (e.g. warranty registrations)

This does not affect your statutory rights.