Refund & Return Policy
At Serenity Pure, we want you to love your Magnetic nasal strip and experience the highest level of satisfaction. However, due to the nature of our business and our partnerships with third-party suppliers, our refund policy is designed to ensure transparency and fairness for all customers.
Eligibility for Refunds
You may request a refund under the following circumstances:
- Damaged Product: If theย product you receive is damaged, please notify us withinย 14 daysย of receipt. You will need to provide detailed photos of the damage and a description of the issue so we can resolve the matter quickly.
Non-refundable Items
The following conditions apply to our products and are non-refundable due to hygiene and safety reasons:
- If theย product has been used or washed.
- If the product is returned without its original packaging or in a condition that is no longer suitable for resale.
Return Process
To initiate a return for a refund, please follow these steps:
- Contact Us: Email us atย support@serenitypure.comย with your order number and details of the issue.
- Return Approval: Once your return is approved, we will provide you with the instructions for returning theย productย to the appropriate location (please note: all returns must be sent abroad toย CHN).
- Return Shipping: You are responsible for covering the return shipping costs.
- Tracking Number: For all returns, please provide a confirmation email along with the returnโs tracking number once the package has been shipped. Returns without a valid tracking number will not be accepted. This ensures proper handling and timely resolution of your return.
Order Cancellations
Orders cannot be cancelled once theย productย has been processed or shipped. If your order has not yet been processed, please contact us as soon as possible to request a cancellation. Please note that cancellations can only be processed during our office hours. We cannot guarantee cancellations once the order has been confirmed with our suppliers.
Delayed or Missing Refunds
If you havenโt received your refund within the specified timeframe, please allow a few additional days for processing. If you still have not received your refund, please contact us atย support@serenitypure.com, and we will assist you further.