Effective Date: 5 April, 2026
Website: Seroraboutique
Website URL: https://seroraboutique.com/
Company: SERORA BOUTIQUE LTD
Company Number: 17040935
Registered Office: 25 Effie Road, London, United Kingdom, SW6 1EL
Email: [email protected] 

1. General Information

This Refund Policy explains your rights and our procedures regarding returns, cancellations, and refunds for products purchased through the Seroraboutique Website.

We sell physical home décor and household goods. This Policy applies to online purchases made through our Website and should be read together with our Terms and Conditions and Delivery Policy.

Nothing in this Refund Policy is intended to limit or exclude any statutory rights available to consumers under applicable law.

2. Right to Request a Return

If you purchase goods from our Website as a consumer, you may request a return within 14 days from the date you receive your order.

If you wish to exercise your right to cancel or return an item, you must notify us within this 14-day period by contacting us at [email protected] and providing your order details.

After notifying us of your wish to return the goods, you must send the goods back within 14 days from the date on which you informed us of the cancellation or return request. UK distance-selling rules generally provide this 14-day notice period plus a further 14 days to send goods back.

3. Eligibility for Return

To be eligible for a return where the goods are not faulty, items should be returned:

  • unused and in their original condition;
  • with original packaging, where reasonably possible;
  • complete with any accessories, tags, inserts, or accompanying materials;
  • without damage resulting from handling beyond what is necessary to inspect the goods.

We reserve the right to reduce the amount of any refund where the value of the goods has been diminished as a result of unnecessary handling.

4. Non-Returnable Items

Returns or cancellations may not be accepted where goods fall within an exception permitted by applicable law, including but not limited to:

  • goods made to your specifications or clearly personalized;
  • goods that are liable to deteriorate or expire rapidly;
  • sealed goods which are not suitable for return for health protection or hygiene reasons if they become unsealed after delivery;
  • any other goods excluded from cancellation rights under applicable law.

If any product is non-returnable, this will be stated on the relevant product page or otherwise made clear before purchase.

5. How to Request a Return

To request a return, please contact us at [email protected] and include:

  • your full name;
  • your order number;
  • the item or items you wish to return;
  • the reason for the return.

Once your request is received, we will review it and provide further return instructions where applicable.

You should not send goods back before contacting us unless we have clearly stated that this is permitted.

6. Return Shipping

Unless the return is due to our error, a faulty item, or an item not matching the order description, the cost of returning the goods is the responsibility of the customer.

You are responsible for ensuring that returned items are packaged securely and returned safely. We recommend using a tracked delivery service where appropriate, as we are not responsible for returned parcels lost or damaged in transit before they are received by us.

Where goods are faulty, damaged on arrival, or not as described, we will review the matter and, where appropriate, arrange a suitable remedy and cover reasonable return costs, as required by applicable law. For faulty goods, traders generally bear reasonable return costs.

7. Inspection of Returned Goods

All returned items may be inspected upon receipt.

If the returned goods show signs of use, damage, missing parts, or handling beyond what is necessary to examine their nature, characteristics, and functioning, we may reduce the refund to reflect the diminished value of the goods, where permitted by law.

If the return does not meet the conditions of this Policy and no statutory right applies, we may refuse the return or issue only a partial refund where legally permitted.

8. Refunds

Where a refund is due, it will be issued to the original payment method unless otherwise required by law or agreed with you.

If you validly cancel your order within the applicable return period, we will refund the price paid for the returned goods and, where required by law, the basic outbound delivery cost, subject to any lawful deductions.

Once the returned goods are received and inspected, any approved refund will be processed within 14 days. Under UK rules, the refund is generally due within 14 days after the trader receives the goods back, or earlier if the consumer provides evidence of return.

Refund processing times may also depend on banks, card issuers, or third-party payment providers. We are not responsible for delays caused by such external providers.

9. Partial Refunds and Deductions

We may reduce the amount of a refund if:

  • the goods are returned damaged due to unnecessary handling;
  • the goods are returned incomplete;
  • the value of the goods has been reduced because they were used more than necessary for inspection;
  • only part of an order is returned, in which case delivery charges will be refunded only where required by law.

Any deduction will be made only to the extent permitted by applicable law.

10. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, defective, or not as described, please contact us at [email protected] as soon as possible and include your order number, a description of the issue, and photographs where available.

If the goods do not conform to the contract, you may have statutory rights under the Consumer Rights Act 2015, including the right to request repair, replacement, price reduction, or refund depending on the circumstances.

Nothing in this Policy limits your legal rights in relation to faulty or misdescribed goods.

11. Late or Missing Refunds

If you believe a refund has not been received:

  • first check your bank account or original payment method;
  • contact your card provider, bank, or payment service provider, as processing times may vary;
  • if you still have not received your refund after allowing a reasonable processing period, contact us at [email protected].

12. Refused Deliveries and Unclaimed Parcels

If an order is refused without valid legal grounds, remains unclaimed, or is returned to us because the customer provided an incorrect or incomplete delivery address, we may deduct any return shipping costs, storage charges, or other direct costs incurred from any refund, to the extent permitted by applicable law.

If customs charges or local import fees are incurred because of refusal, non-acceptance, or failure to comply with local import requirements, these amounts may also be deducted where legally permitted.

13. Exchanges

We do not guarantee direct exchanges unless we expressly agree otherwise.

If you would like a different item, color, size, or variant, the simplest option may be to return the original item in accordance with this Policy and place a new order separately.

14. Contact Us

If you have any questions about returns or refunds, please contact us:

SERORA BOUTIQUE LTD
25 Effie Road, London, United Kingdom, SW6 1EL
Email: [email protected]