Returns/Exchanges & Cancellations
We really hope you love the pieces you purchased from Seren Rose, but we want to give you security and confidence in your experience with us and sometimes appreciate that you may not be entirely satisfied with your purchase and we strive towards 100% customer satisfaction.
Please note that every care has been taken to describe items and to ensure they are represented accurately in the website photographs and narrative prior to your order. In some cases slight variations to the colours may occur.
If you have received your item and you are not entirely happy and would like a refund or exchange, we must receive your item within 14 days of receipt of your order. Items received after the 14 days returns policy will be sent a credit note, after 30 days will be returned back to sender (Some exceptions do apply, please see below Exceptions). Unfortunately, we are unable to offer free returns at this time. Please can you email us at firstname.lastname@example.org with your name, order number and reason for return so we can log it on the system and wait for your item to be returned.
It is important that the items reach us with the labels attached and undamaged, unwashed and unworn for an exchange or refund (and within the 14 days stated above). Any returns which are damaged, soiled or altered will not be accepted and will be sent back to the customer. Please include a note so we can identify your parcel and whether you require an exchange or refund, failure to do so can result in a delay in processing your refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item and whether the refund has been approved or rejected. If it is approved, then your refund will be processed (excluding postage costs), and a credit will automatically be applied to your card or original method of payment. Please allow 7-10 days for refunds to be processed.
Unit 12E Hepworth Business Park, Pontyclun, CF72 9FQ
If your order is incorrect please notify us immediately, again any worn items will not be refunded.
If your item is faulty under any circumstances, we will refund/repair/exchange the item in question and reimburse your delivery costs back to us with evidence of receipt of postage.
It is the responsibility of the customer to ensure that we have received the returned item and we recommend that you use a signed for service.
Any unidentifiable parcels may also be returned to the customer.
Pre – orders: If you need to cancel your order you have 14 days from the date your order was placed. Simply email us at email@example.com with your name and order number which will be found on your order confirmation. You will be refunded immediately.
If your item was purchased using a promotional discount code or during a sale period, you may return for an exchange or credit note only. You must return your item as above within the 14 days as well as emailing us to inform us of your decision to return your item. You must include your name, order number, item you are returning and your choice of credit note or exchange.