Refund Policy

At Serenity Stores LLC, we aim to provide a smooth shopping experience. However, if an issue arises, we offer returns and exchanges under specific circumstances, as outlined below.

1. If the Products Never Arrived:

If your order hasn't been delivered within the estimated shipping timeframe, please contact us at support@serenitystoresllc.com. We'll verify the shipping status and may offer a replacement or refund if the package is lost in transit. Refunds or replacements for non-delivered items will be issued only after the delivery carrier confirms the loss.

2. Damaged on Arrival:

If your product arrives damaged, you must notify us within 7 days of delivery with clear photos showing the damage and the packaging. Please email us at support@serenitystoresllc.com with the following:

• Your order number
• Photos of the damaged product and packaging
• A description of the damage

We will process a replacement free of charge. Refunds for damaged items are not provided, but replacements will be offered.

3. Faulty Manufacturing or Broken After Use (Warranty):

We offer a 7-day limited warranty from the date of delivery for any manufacturing defects. This warranty does not cover misuse, wear and tear, or accidental damage. If a defect is found within this period:

• Contact us at support@serenitystoresllc.com
• Provide a detailed description of the issue, along with photos of the defect

Upon review, if the product is confirmed to be faulty, we will offer a replacement of parts if available or an even exchange.

4. Change of Mind:

We do not accept returns if you have simply changed your mind. Please ensure you are fully committed to your purchase before completing the transaction.

5. Incorrect Product Delivered:

If you receive the wrong product, notify us within 7 days of delivery at support@serenitystoresllc.com. Provide:

• Your order number
• Photos of the incorrect item received

We will arrange a replacement at no extra cost. The incorrect item must be returned in its original packaging.

Refund Eligibility

Refunds are based on the delivery date, not the purchase date. This ensures fairness if an item is delayed in transit. You can request a refund if:

• The product is lost in transit and confirmed by the carrier
• The product arrives damaged, but no replacement is available
• We are unable to fulfill a replacement for faulty or incorrect items

Refunds are processed to the original payment method within 10 business days of approval. Please allow your bank or credit card company additional time to post the refund.

If it has been more than 15 business days since your refund was approved, please contact us at support@serenitystoresllc.com.

Important Notes:

• We do not offer refunds for items that are not faulty, damaged, or incorrect.
• All returns are subject to a 30% restocking fee, unless the return is due to a damaged or incorrect product.
• Shipping fees are non-refundable.
• Customers are responsible for returning items in their original condition and packaging, unless damaged or incorrect.

For any further questions, feel free to reach out to our support team at support@serenitystoresllc.com.

Address: 
Flat 11, Block D,
Orchidea Court, Cordina Str,
Ghajnsielem, Malta, GSM2016