Return Policy

How to return my online order

To return a purchase for an exchange or refund, email us at info@serenescents.co.nz.

If the return relates to an online order or change of mind, you'll need to advise us of your intention to return within 3 days of receiving your order. Anything outside of this time frame will not be acceptable for return or refund. For some situation, returned to you on a case-by-case basis.

Once you return your purchase to us, we'll set up an exchange for you. (In some cases, and at our discretion, a refund may be offered instead of a credit.)

Your return condition

Items must be sent back unused and in the original packaging, in as-new, saleable condition, including intact labels and packaging. Opened or damaged package will not be exchanged or refunded and will be returned to the customer. 

Damaged/Faulty Items

If you discover that your item has a fault please contact us immediately at info@serenescents.co.nz.  To return a faulty or incorrectly described item, we might need you to send the item(s) back to us - but if we do, we'll arrange and pay for this. We'll then replace the item for you, or refund to you- your choice. 

Cost of Shipping Returns

The return of the item(s) is at your own cost and responsibility until it reaches Serene Scents. We recommend that you use a traceable service and take out postal insurance. Please note Serene Scents does not take responsibility for any items lost in the process of returning them to us. 

Once we have received your return, please allow up to 7 working days to process. Please note shipping costs of your original purchase are non-refundable. This means that the cost of shipping may be deducted from your refund/exchange amount (if you received free shipping, there is still a cost of shipping that we paid to the courier, that will need to be deducted). We may also charge for shipping exchange items out to you.

Processing time frame/ Refund

Once your package has been received, your refund will be processed within 10 business days, or we send you a replacement for exchange. 

Your bank may require additional days to process and post this transaction to your account once they have received the information from Serene Scents so please allow up to 7 business days for the full process to be completed. 

All successfully returned items will be credited to the original method of payment.

Return policy 

  •  Items must be returned within 14 days of the purchase date.
  •  Item(s) must be returned in unused as-new condition, including intact labels and packaging. Opened or damaged package will not be exchanged or refunded and will be returned to the customer
  • Sale purchases are final - no returns or exchanges are available on sale items.