Exchange and Return Policy

European Consumer Rights:

In accordance with Directive 2011/83/EU on Consumer Rights, you have the right to return the product purchased online without justification, within 14 calendar days from the receipt of the product. Returns or exchanges can be requested within this period, as outlined in the European Consumer Protection Law.

How the Right of Withdrawal Works:

You have the right to withdraw from the online purchase within 14 calendar days from the date you received the product, without any reason, as per EU legislation.

To exercise your right of withdrawal, you must notify us within this 14-day period that you wish to return the product. The return process is simple:

  1. Contact Our Customer Service (CS): Send an email to support@serenifemme.com with your order number and reason for return. You can request a full refund or an exchange for another product, depending on availability.

  2. Return the Product: After your request, you should return the product to us within 14 days after notifying us of your withdrawal. The product must be returned in its original packaging and with all accessories, if applicable. Shipping costs for returns are at your expense, unless there is a defect or shipping error.

  3. Refund: After receiving and inspecting the returned product, we will process the full refund (including shipping costs, if applicable) within 14 days of receiving the return.

Exchanges:

Exchanges are subject to product availability. If the product you wish to exchange is out of stock, you will have the following options:

  • Choose another product and pay or receive the difference in price, if applicable.
  • Request a refund for the value paid for the product if you prefer not to exchange.

To make an exchange, please contact our Customer Service (CS) at support@serenifemme.com within 14 calendar days of receiving the product. Our team will guide you on the next steps.

Refunds:

Refunds will be processed via the same payment method chosen at the time of purchase:

  • Credit Card: The refund will be made to the same payment method and processed within 14 days after the product return.
  • Bank Transfer: If the payment was made via bank slip and you requested a withdrawal, the refund will be made via bank transfer to the account you provide, within 14 business days.

Shipping Costs for Return and Exchange:

  • Returns within 14 days: Return shipping costs are covered by us, provided the product is in perfect condition and follows the return guidelines.
  • Exchanges outside the 14-day period: If you wish to exchange the product after the 14-day period, the shipping costs for the exchange will be at your expense.

Return and Exchange Conditions:

  • The product must be in perfect condition, with no signs of use or damage.
  • The product must be returned in its original packaging (if possible) and with all accessories it came with.
  • We will not accept products returned after the withdrawal period or with defects caused by misuse.

Example of Refund Calculation:

If you bought the "Buy 3, Get 2" promotion for €99.90 and decided to return the products within 14 days, the refund calculation will be based on the unit price of the product:

  • Paid amount: €99.90 for 3 products.
  • Unit price of the product: €33.30.

If you return 3 products, the refunded amount will be:

  • €99.90 (total paid) = €99.90 (refund amount).

Important Notes:

  • We cannot process a return or exchange of products that were not communicated to CS or are outside the specified 14-day period.
  • Products without the original packaging or missing items/accessories will not be accepted for return or exchange.

Return or Exchange After 14 Days:

After the 14-day period, exchanges are only possible upon payment of additional shipping costs, and products returned after the withdrawal period will not be refunded, except in cases of manufacturing defects or store errors.