We are committed to ensuring that products ordered from the Website are delivered in pristine condition and with the quickest delivery time achievable. Your order will be delivered to the address and pin code You indicated when Your order was placed. The charges for shipping and delivery shall be additional to the price of the product indicated on the Website.Orders will be processed and dispatched within three working days of being received.
We cannot be held responsible for the consequences of a late delivery or the loss of a package or damage of product caused by a third-party contracted to make delivery, or by You, or because of some unforeseen event beyond Our control, riots, strikes, unrest or an Act of God.
It is imperative that all shipping details, including Full Name, Phone Number, Email ID, and Postal Address, are accurate to ensure smooth delivery. We disclaim any liability for delivery issues arising from incomplete or incorrect shipping details provided by the customer. In the event of Return-to-Origin (RTO) due to incorrect details, the customer shall bear the return charges and the shipping costs to the correct address, unless the details are rectified before the initial dispatch.
Requests to change or update an address or phone number will only be accepted before an order is shipped. Changes are not possible once the package is dispatched.
We are not responsible for orders with incorrect or incomplete shipping details. If a package is returned to us due to these issues, a re-dispatch fee of ₹200 will apply. The customer will bear all RTO and shipping charges. No discounts or fee waivers will be granted. Re-dispatch will only occur after the ₹200 fee is paid, and any delay in payment will result in a delivery delay.
We are not liable for delivery delays due to incorrect addresses or contact information, customer unavailability, or delays in paying RTO and re-shipping fees.
You are required to follow the Unboxing Guidelines to ensure that we are able to follow the refund process, if and when required.
UNBOXING GUIDELINES
Upon receipt of your order, kindly conduct a thorough examination of the packaging before acceptance, ensuring it remains untampered and undamaged. Should any signs of tampering or damage be observed, promptly record the issue by capturing photographs and an unboxing video of the affected package. For damaged shipments, please notify us via email at hello@serenadewellness.com within 48 hours, attaching the aforementioned evidence along with your order number.
Unboxing Guidelines:
- Record single shot unboxing video from all angles without cuts or edits, essential for refund claims. Claims without an unboxing video shall not be entertained.
- Ensure stable camera positioning in a well-lit environment for clarity.
- Clearly display the shipping label, containing tracking details and product information.
- Exhibit all sides of the package to verify it remains unopened.
- Carefully inspect the delivered product upon opening to confirm accuracy and condition.
- Retain sealed incorrect products until resolution is provided.
- Maintain uninterrupted recording, adhering to consistent framing throughout.
- Adhering to these guidelines ensures a thorough and professional unboxing process.