Returns Policy

We strive to provide the best quality products and services to our customers. If you are not completely satisfied with your purchase, please initiate a return (instructions are below) and we will be happy to assist you.

Returns Request:

• You must initiate a returns request within 30 days of receiving your order.
• Once the return request is approved, the parcel must be returned within 7 days of the shipping label being sent to you.
• Failure to meet these deadlines may result in the denial of your return request.

Conditions for Refund:

• Items must be in their original packaging, with all tags attached (if applicable), and unused.
• Items must be free from any signs of use, including stains, odors, or damage.
• We reserve the right to deny a refund if the returned items do not meet these conditions.
• In some cases, we may offer a partial refund at our discretion.

How to Initiate  Refund Request:

1. Go to “My Account”.
2. Select “Orders”.
3. Find the order you want to refund and select “Return Items”.
4. In the first box, specify the item(s) and the quantity you want to return. Please ensure this information is correct.
5. Fill in other necessary details on the portal.
6. Submit your request.
7. We will then send your returns shipping label to you.

If you DO NOT have a serenegoal account: 

1. Go to the Track Orders page.
2.  Enter your tracking number (make sure to include the # symbol) and the email you used when purchasing.
3. Once you’ve entered the details, you can submit your request for a refund directly from there.

Other Important Things to Note:

• Please note that a return shipping fee of £3.39 will be deducted from your refund.
• Items on sale or clearance may not be eligible for refunds.
• Gift cards and final sale items are non-refundable.
• If the return is due to a defect or error, please include detailed information and photos to expedite the process.

Personalised and Customisable Products:

All our personalised items are custom-made to your specifications. This approach helps us minimise stock and reduce environmental impact. Generally, we do not accept returns for these products. However, if you are not entirely satisfied with your personalised order, please contact us via email at info@serenegoal.com within 30 days of your purchase date, and we will work with you to resolve the issue.

Process for Personalised Items:

1. Email our team (info@serenegoal.com).
2. Our team will review your request and may ask for additional information or documentation.
3. If your refund is approved, it will be processed within 5-10 business days. The refund will be issued to the original payment method used for the purchase.

Additional Information: We reserve the right to refuse a refund request if it does not meet the conditions outlined in this policy.

For any questions or further assistance, please contact our customer service team.