Return & Exchange policy

At Serenqi, your satisfaction is our priority. We aim to ensure every skincare product you receive meets our high standards of quality and care.

1. Returns

Due to hygiene and safety reasons, we do not accept returns or exchanges on skincare products that have been opened or used.

However, if your item arrives damaged, faulty, or incorrect, we’ll gladly offer a replacement or refund.

To request a return, please contact us within 14 days of receiving your order at:
📧 admin@serenqi.uk
Include your order number, product details, and photos (if applicable).

2. Eligibility for Return

To qualify for a return or exchange:

  • The product must be unused, unopened, and in its original packaging.

  • Proof of purchase (order number or receipt) is required.

  • The return request must be submitted within 14 days of delivery.

Once approved, we’ll provide return instructions. Customers are responsible for return shipping costs unless the item was faulty or incorrect.

3. Refunds

After we receive and inspect your returned item, we’ll notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 5–7 business days.

Please note that delivery charges are non-refundable.

4. Exchanges

If you received the wrong or defective item, we’ll replace it free of charge.
Contact us at admin@serenqi.uk with your order number and photos, and we’ll arrange a prompt exchange.

5. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Opened or used skincare products

  • Items purchased during promotions or sales (unless damaged or faulty)

  • Gift cards

6. Need Help?

Our customer care team is here to help with any return or product concerns.
📧admin@serenqi.uk

Serenqi — Where calm meets confidence.