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Return & Refund Policy
Last updated: March 9, 2026
This Return and Refund Policy describes the conditions under which returns, exchanges, and refunds are accepted for products purchased from Home Serenity.
This website is operated by:
Ruby Rise Ltd
Dept 5394, 196 High Road
Wood Green
London, United Kingdom
N22 8HH
Email: support@home-serenity.com
1. Return Eligibility
Customers may request a return within 14 days of receiving their order.
To be eligible for a return, items must:
- be unused
- be in their original condition
- include all original packaging and components
- not show signs of installation or use
Products that have been installed, used, or modified cannot be returned.
2. Return Request
Before returning any product, customers must contact our support team at:
Return requests must include:
- order number
- description of the request
- photos if the product is damaged or defective
Returns sent without prior authorization may not be accepted.
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer.
Home Serenity does not provide prepaid return labels.
Customers are responsible for selecting the shipping carrier and covering the cost of the return shipment.
We strongly recommend using a shipping method with a tracking number.
The company is not responsible for returned packages lost during transit.
4. Return Address
Once the return request is approved, the return address will be provided by customer support.
Returns may need to be sent to our international logistics center located in China.
By placing an order, customers acknowledge and accept that returns may be processed through this international facility.
5. Damaged or Defective Products
If a product arrives damaged or defective, customers must contact us within 48 hours of delivery.
Customers must provide clear photos showing the issue.
If the defect is confirmed, we may offer one of the following solutions:
- replacement product
- partial refund
- full refund when appropriate
6. Installation Issues
Lighting products may require proper installation.
Home Serenity cannot be held responsible for issues resulting from:
- incorrect installation
- incompatible electrical systems
- improper use of the product
Customers are responsible for ensuring proper installation and compatibility with their local electrical system.
7. Inspection of Returned Products
All returned products are inspected upon arrival.
Returns may be refused if the product:
- shows signs of installation
- has been used
- is missing parts or packaging
- is damaged by the customer
8. Refund Process
Once the returned product has been received and inspected, we will notify the customer of the refund approval.
If approved, refunds will be issued to the original payment method.
Processing times may vary depending on the payment provider.
9. Non-Refundable Costs
The following costs are non-refundable:
- original shipping costs
- return shipping costs
- reshipping costs
10. Refused or Unclaimed Packages
If a package is returned to the sender because:
- the shipping address was incorrect
- the package was refused
- the package was not claimed
customers may be required to pay additional shipping fees for reshipment.
11. Abuse of the Return Policy
Home Serenity reserves the right to refuse future orders from customers who repeatedly abuse the return or refund system.
12. Chargebacks
Customers are encouraged to contact our support team before opening any payment dispute or chargeback.
In the event of a dispute, the company may provide payment providers with relevant evidence including:
- order confirmation
- delivery confirmation
- communication records
- acceptance of store policies
13. Contact
For any questions regarding this Return & Refund Policy, please contact us at: