Refund policy

Return Policy

We have a 30-day return policy. You have 30 days after receiving your item to request a return.

To be eligible, your item must be unused and in the same condition you received it, with tags attached, in its original packaging, and with proof of purchase.

To start a return, email us at

stef@serenitycrystalsandgifts.co.uk

Don't send items back before requesting a return, as we won't accept them.

Once your return is approved, we'll send instructions on how and where to send your package. You're responsible for your own return shipping costs, and these aren't refundable.

Damages and issues

Inspect your order as soon as it arrives. If anything's defective, damaged, or wrong, contact us straight away so we can sort it out.

Items we can't accept returns on

  • Gift cards
  • Downloadable software products
  • Health and personal care items, for safety reasons
  • Sale items

Partial refunds

Some situations only qualify for a partial refund:

  • The item has been opened
  • The item isn't in its original condition, or is damaged or missing parts through no fault of ours
  • The item is returned more than 30 days after delivery

Exchanges

We only exchange items if they're defective or damaged. Want the same item replaced? Email stef@serenitycrystalsandgifts.co.uk  and we'll talk you through next steps.

If you want a different item entirely, the quickest way is to return what you have and place a new order once the return's approved.

EU 14-day cooling off period

If your order's shipped to the EU, you can cancel or return it within 14 days for any reason, no justification needed. The same conditions apply: item unworn or unused, tags on, original packaging, proof of purchase.

Refunds

Once we've received and inspected your return, we'll let you know if it's approved. If approved, you'll be refunded automatically to your original payment method within 10 business days. Your bank or card provider may take a bit longer to process it on their end.

If it's been more than 15 business days since we approved your return and you still haven't seen the refund, email stef@serenitycrystalsandgifts.co.uk 

Return address: Serenity Crystals and Gifts, 108 Fowler Street, South Shields, NE33 1PZ.

Any other questions, email stef@serenitycrystalsandgifts.co.uk