Return and Refund Policy
At SereneCook, your peace of mind matters. This Return & Refund Policy outlines how returns, exchanges, and refunds are handled for purchases made through our store.
1. Return Eligibility
We offer a 30-day return window, meaning you may request a return within 30 days of receiving your order.
To qualify for a return, the item must:
- Be in the same condition as when it was delivered
- Be unused and free from wear or damage
- Include original packaging and accessories (if applicable)
- Be accompanied by a receipt or valid proof of purchase
2. How to Start a Return
To request a return, please contact our support team at:
support@serenecook.com
If your return is approved:
- A return shipping label will be issued
- You will receive step-by-step instructions on how and where to send your item
Important:
Returns sent without prior approval and authorization will not be accepted.
If you have any questions about the return process, our team is happy to assist at support@serenecook.com.
3. Damaged or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect, contact us as soon as possible so we can review the issue and provide an appropriate solution.
4. Exceptions / Non-Returnable Items
Certain products are not eligible for return, including but not limited to:
- Custom-made or personalized products
- Personal care or hygiene-related items
- Original shipping charges paid at checkout
We also do not accept returns for:
- Discounted or final-sale items
- Gift cards
If you are unsure whether your product qualifies for return, please contact us before initiating a request.
5. Exchanges
To receive a different item more quickly:
- Return the original product following the return process
- Once your return is approved, place a new order for the desired item
This ensures the fastest possible delivery of your replacement.
6. European Union – 14-Day Cooling-Off Period
For orders shipped to the European Union, customers have the right to cancel or return their purchase within 14 days, without providing a reason.
To be eligible:
- Items must be unused and in original condition
- Original packaging and tags must be included
- Proof of purchase is required
This right applies independently of our standard 30-day return policy.
7. Refunds
Once your return is received and inspected, we will notify you of the refund status.
If approved:
- Refunds will be issued to the original payment method
- Please allow up to 10 business days for processing
Financial institutions may take additional time to post the refund.
If 15 business days have passed since approval and you have not received your refund, please contact us at support@serenecook.com.
8. Return Address
A return shipping label provided by Serenecook is required before sending any items back.
Hong Kong Hu Zhen International Limited
Flat 2101F, 21/F Tower 2 Hong Kogn City 33 Canton Road Tsim Sha Tsui Kowloon Hong Kong