Refund policy
Return & Refund Policy
Thank you for shopping with Serene Beauty Essence. If you are not entirely satisfied with your purchase, we’re here to help.
We offer a 7-day return policy, which means you have 7 days from the date of delivery to request a return.
To be eligible for a return:
- Items must be unused, unworn, in new condition, with tags attached, and in the original packaging.
- You must provide a receipt or proof of purchase.
To initiate a return, please contact us at serenebeautyessence@gmail.com.
If your return is approved:
- You’ll receive a return shipping label to download and print.
- We will provide instructions on how and where to send your return.
- A CAD $8 return shipping fee will apply and be deducted from your refund.
⚠️ Returns sent without prior authorization will not be accepted.
For any return-related questions, feel free to email us at serenebeautyessence@gmail.com.
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival. If you receive a product that is damaged, defective, or incorrect, contact us within 7 days of delivery so we can resolve the issue promptly.
We carefully package our shipments and inspect each order before it leaves our building. In the event that you do need to return an item, we strive to make returns as simple and painless as possible. The process for returning an item varies depending on the reason for return:
Received the Wrong Item
We guarantee the accuracy of our deliveries. If you've received an item other than what you've ordered, we will ship you the correct item at no additional cost.
The steps to process a return are:
Contact us at serenebeautyessence@gmail.com within 3 days of received delivery and request a Return Authorization. Please provide your name, address and order number.
We will respond and provide you a Pre-Authorized Shipping Label that can be used to return the merchandise.
We will then arrange the shipment of the new item.
Item Was Damaged
Products are free of damage and breakage when your order is shipped from our location. Although SereneBeautyEssence products are packaged very carefully, damages can sometimes occur in transit.
If you've received a damaged item, please contact serenebeautyessence@gmail.com within 3 days of received delivery. Be sure to save all contents, including packaging, for FedEx or UPS to investigate. SereneBeautyEssence will then submit a claim to the carrier for their investigation. Replacement items will be shipped as soon as the claim process is resolved. The investigation may take up to two business weeks to complete.
The steps to process a return are:
Contact us at serenebeautyessence@gmail.com within 3 days of received delivery and inform us of your reason for wanting to return the item. Indicate if you would like a credit, refund or exchange. Please also provide your name, address and order number.
Ship the item(s) back to us within 10 business days at: Serene Beauty Essence, 1263 Rosenthal Blvd NW Edmonton T5T7N6. Note that you will be responsible for the cost of return shipping.
We will process your return upon receipt of the items
Delivered item but not in the mailbox or house premises.
WE ARE NOT RESPONSIBLE for any lost or stolen packages that are marked as delivered.
if in case this happens, you ( the buyer ) needs to coordinate with the mailman that do the delivery in your area in order to make a search for the lost package.
Non-Returnable Items
The following items are not eligible for return:
- Perishable goods (e.g., food, frozen)
- Custom-made or personalised items
- Personal care products (e.g., opened or used beauty/skincare items)
- Sale items and gift cards
If you’re unsure whether your item is returnable, please get in touch before purchasing.
Change of Mind
Please note that all sales are final, and we do not accept returns or exchanges for change of mind.
Exchanges
The quickest way to get the item you want is to:
- Return the item you have (following the steps above).
- Place a new order once your return is accepted.
Refunds
Once your return is received and inspected, we’ll notify you of the approval status.
If approved:
- A 10% restocking fee will be deducted from your refund.
- Refunds will be processed to your original payment method within 5 business days.
- Please allow additional time for your bank or credit card company to process the refund.
Thank you for choosing Serene Beauty Essence. If you have any questions or need assistance, please contact us at:
📧 Email: serenebeautyessence@gmail.com
🌐 Website: www.serenebeautyessence.com