Last Order for Xmas Delivery is 1pm (GMT) on the 21/12/2012. We're Closed for Xmas from Saturday 22nd December 2012 - Open 3rd January 2013

Returns

You can return any item to us within 7 days of receipt for a refund, provided it is in its original, unused condition with the swing ticket still attached. We reserve the right to refuse a refund on any items that are not deemed as resalable. This does not affect your statutory rights.

We reserve the right not to refund you if you return items to us outside the terms of our Returns Policy. Your statutory rights do not apply. Such items may be returned to you at your expense. You will be notified of the applicable charges.

Please use our online form on the Contact Us page and, detailing the reason for your return, once your request is received we will email you a confirmation code, which you will need to write on your returns form.

When returning an item you must ensure you provide an order number on the returns form and include your original invoice. Failure to do so could cause delays in processing your return.

We advise you to return any items to us using recorded delivery. This will ensure that it can be tracked and we can process your refund/exchange swiftly. If you choose to return your parcel using a standard service, we cannot be held responsible if your order is lost, and will be unable to process your claim.

Please note the cost of all returns is the customer’s responsibility. We also advise you to obtain a postage receipt from the Post Office to act as your proof of return.

 

Cancellation

Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order. If you wish to cancel your order please email admin@serinasophia.co.uk and request a return confirmation code.

If your order has already been processed and dispatched, they must be returned in their original, unused condition and with the swing ticket still attached. You must take reasonable care of the products you wish to cancel and must not use or wear them.

 

Exchanges

If you wish to return/exchange a product, you must notify customer services by email before returning the product. For any returns outside the seven-day 'cooling off period' you must notify customer services and we’ll email you a confirmation code, which you will need to write on your return form and include with your parcel.

Please note the cost of all returns is the customer’s responsibility. We also advise you to obtain a postage receipt from the Post Office, which will act as your proof of return.

The returned parcel is the customer’s responsibility until we receive it. As a result, we suggest customers use a delivery service where the parcel can be tracked. We can only offer an exchange of the same product in a different colour or size. Exchanges can take up to 7 days to be processed. Once an exchange has been approved it will be sent out to you free of charge. If we are unable to exchange the item we will email you with an explanation and offer a full refund minus the original shipping charge to your account. Please note you may only make an exchange on the same item once.

We advise you make your return/exchange via recorded delivery. This will ensure that if it does get lost it can be tracked and we can process the refund/exchange.

If you use a standard delivery service, we cannot be held responsible if your order is lost and will be unable to process your claim.

 

Refunds

If you cancel the contract under the seven-day cooling off period, we will refund the amount as soon as possible and no later than 30 days after your notification. In this case, we will refund the price of the product in full, including a refund of the delivery charges for sending the item to you.

Products returned by you because of a manufacturing fault will be refunded in full, including a refund of all delivery charges incurred. Any non-faulty products returned outside of the seven-day cooling off period will not be eligible for a refund of delivery charges.

In the event that we do not receive the returned goods, we will ask you to provide the certificate of postage from the Post Office. We reserve the right to refuse a refund if you are unable to provide the certificate of postage.

Your refund will be processed using the same method of payment as the original purchase.