Returns Policy

At Serenova, we are committed to ensuring our customers are fully satisfied with their purchases. If you are not completely happy with your order, our returns policy is here to help.

By law your products must correspond with their description and any sample by reference to which they were ordered. They must also be of satisfactory quality and be reasonably fit for the purposes for which such goods are normally used or for which you informed the seller that you wanted them. In addition to these legal rights, Serenova offers a no quibble guarantee, applicable to sales in the UK, that if (for any reason) you change your mind about your purchase you may claim a full refund by doing so in writing addressed to Serenova and returning the goods (at your own expense, in the condition in which you received them and in their original packaging. These items must be unused and in their original condition) within 14 days of delivery for a complete refund of the price you have paid for them. Any additional guarantee given by the manufacturer, is stated on the product label, on the packaging or on accompanying documentation.

How to initiate a response

1. Contact Us: Email our Customer Service team at [e-mail] or call us at [phone].
2. Provide Details: Include your order number, item(s) you wish to return, and the reason for the return.
3. Return Authorisation: We will provide you with a return authorisation number and further instructions on how to proceed.

Return Shipping

• Customers are responsible for the cost of return shipping, unless the item is faulty or incorrect.
• We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
• Please return to Serenova Nutrition Limited, Stafford House 10 Brakey Rd, Weldon North Industrial Estate, Corby, England, NN17 5LU

Processing Your Refund

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 7–10 business days and credited to your original payment method.
• Please note that shipping costs are non-refundable.

Exchanges

• If you wish to exchange an item, please return the original product and place a new order for the desired item.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us immediately at [insert contact information]. We will arrange a replacement or refund, including any shipping costs incurred.

Non-Returnable Items

• Gift cards.
• Downloadable software or digital products.
• Personalised or custom-made items (unless faulty).

Need Assistance?

Our team is here to help! For any questions or concerns regarding your return, please contact us at:

• Email: [e-mail]
• Phone: [phone]

Opening hours: Weekdays Monday - Friday 9am-5pm

This policy does not affect your statutory rights. Thank you for shopping with Serenova!

Total satisfaction: We are sure you will have total satisfaction from your purchase. However, if you are not totally satisfied, please contact our Sales Support team at [e-mail]. In accordance with our aim of total customer satisfaction, we will acknowledge any complaint within 48 business hours and will seek to resolve it as soon as possible thereafter. Any consumer who is still not satisfied may contact the Direct Selling Association (DSA) which Serenova Nutrition Limited is a member of and abides by the DSA's Codes of Practice. For details of the DSA's Codes of Practice contact DSA, tel [phone], email: [e-mail] or visit the DSA website: http://www.dsa.org.uk