Returns and Refunds Policy
Last updated: 25/11/2025
1. Introduction
This Returns and Refunds Policy sets out your rights and our procedures for returns, refunds and cancellations for purchases made from Serendipity, whether online via the website or in the Shop.
2. Your right to cancel online orders
If you purchase goods online, you may have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For most goods, subject to the exclusions in this policy, you have 14 calendar days from the day after you receive the goods to notify us that you wish to cancel the contract. Once you have notified us of your decision to cancel, you then have a further 14 calendar days to return the goods to us.
3. Effect of cancellation
If you cancel an online order within the applicable cancellation period, we will refund the price you paid for the goods and, where applicable, the standard delivery charge. If you chose a more expensive delivery option, we are not obliged to refund the additional cost. We may make a deduction from any refund for loss in value of the goods if the loss has been caused by your unnecessary handling of them beyond what is necessary to establish their nature, characteristics and functioning. We will provide the refund without undue delay and no later than 14 days after the earlier of the day we receive the returned goods or the day you provide evidence that you have returned the goods.
4. Exclusions from the right to cancel
The statutory right to cancel does not apply to certain types of goods, including goods that are made to your specification or are clearly personalised, goods which are liable to deteriorate or expire rapidly, sealed goods not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery, and fabric or similar goods that have been cut to your requested length, as these are considered custom items. Such goods can usually only be returned if they are faulty or not as described.
5. How to cancel and return goods
To cancel an online order within the applicable period, please contact us using the details provided on the website, stating your order number and your intention to cancel. Unless the goods are faulty or not as described, you are responsible for the cost of returning goods to us. We recommend that you use a tracked postal or courier service and retain proof of posting. Goods must be returned to the address specified by us, in their original packaging where possible and in a condition that allows them to be resold, unless they were faulty or not as described when received.
6. Returns of faulty or not as described goods
If goods are faulty or not as described, you may have statutory rights to a repair, replacement or refund under the Consumer Rights Act 2015. If you believe goods are faulty or not as described, please contact us as soon as reasonably practicable, providing details and, where possible, photographs of the issue. Where we request that faulty goods be returned, we will either provide a prepaid returns method or reimburse your reasonable return postage costs once we have confirmed the fault.
7. In store purchases
For purchases made in the Shop, your statutory rights apply in relation to faulty or misdescribed goods. There is no general legal right to change your mind and obtain a refund or exchange for non faulty goods bought in store, although we may offer an in store goodwill policy at our discretion from time to time.
8. Processing of refunds
Refunds will be made to the original method of payment wherever possible. We reserve the right to withhold any refund until we have received the returned goods or you have supplied evidence of having returned the goods, whichever is earlier.
