Refund policy

Everything about your right to cancel within 30 days, returns, refunds, exchanges and how we handle faulty items or wrong deliveries at Serendre. Nothing in this policy limits your statutory rights. Last updated: 24 September 2026.

1. Your right to cancel (30 days)

You have the right to cancel this contract within 30 days without giving any reason. The statutory cancellation period is 14 days; we voluntarily extend it to 30 days. The cancellation period is 30 days from the day on which you, or a third party named by you who is not the carrier, took possession of the goods. If you ordered several items that are delivered separately, the period starts on the day you receive the last item.

To exercise your right to cancel, you must inform us (Ronny Slotosch, trading as Serendre, Jügesheimer Weg 32, 63500 Seligenstadt, Germany, email: info@serendre.com, phone: +49 176 64148260) of your decision to cancel this contract by a clear statement, for example an email. You may use our model cancellation form (section 11), but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of the right to cancel before the cancellation period has expired.

2. Effects of cancellation

If you cancel this contract, we will reimburse all payments received from you, including the costs of delivery (except any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us), without undue delay and not later than 14 days after the day on which we are informed about your decision to cancel. We will make the reimbursement using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold the reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.

You must send back the goods without undue delay and in any event not later than 14 days from the day on which you inform us of the cancellation. The deadline is met if you send the goods before the 14 days have expired.

In practice, we refund within 5 business days of receiving and checking your return (see section 6).

3. Returns step by step

  1. Register your return: send a short email to info@serendre.com with your order number and a clear statement that you want to cancel your purchase or return the goods. This statement exercises your right to cancel, so please send it before the 30-day period ends.
  2. Receive the return address: every return must be registered first. You receive the return address together with our confirmation by email. Please do not send goods back unannounced, and please do not send parcels to the business address shown in the shop, as it is not a returns address.
  3. Pack the goods: pack the items securely, ideally in their original packaging.
  4. Send the parcel: send it to the return address from our confirmation email.
  5. Keep your proof of postage: keep the drop-off receipt with the tracking number until your refund is complete.
  6. Receive your refund: after your return has arrived and been checked, we refund you within 5 business days to your original payment method.

4. Condition of returned items

You may handle an item as you would in a shop: unfold it, try it on and look at the details. Please return items unworn, unwashed, with all original tags attached and, where possible, in their original packaging. If the value of an item is reduced because it was handled beyond what is necessary to establish its nature, characteristics and functioning (for example signs of wear, washing, missing tags or perfume or make-up marks), we may reduce the refund by the loss in value.

5. Costs of the return

  • Return for a refund (change of mind): you pay the direct cost of returning the goods. The cost depends on the carrier and service you choose.
  • Exchange for a different size or colour: the delivery of the replacement is free of charge. The return of the original item follows the rules in this section (see section 7).
  • Faulty or incorrectly delivered items: we cover the return costs. Please contact us first at info@serendre.com so we can arrange a prepaid return for you.

6. Refund time and method

After your return has arrived and been checked, we issue the refund within 5 business days (Monday to Friday, excluding public holidays). The refund goes to the payment method you used for the original purchase. As delivery within the United Kingdom is free, there are no outbound delivery costs to reimburse on top. Depending on your payment provider, it can take a few additional days until the amount appears on your account or card statement. You receive an email as soon as the refund has been issued.

7. Exchanges

An exchange for a different size or colour is possible within 30 days of delivery. Email us at info@serendre.com with your order number and the size or colour you would like instead.

We reserve the replacement straight away and dispatch it as soon as your exchange is registered, so you do not have to wait for your return to reach us. You then send the original item back to the return address from our confirmation email.

The replacement is free of charge: we cover the delivery costs of the replacement item. The return of the original item follows the return costs set out in section 5: for a change of mind you bear the direct costs of the return, and for faulty items or wrong deliveries we cover them. If the size or colour you would like is no longer available, we tell you straight away and refund you instead.

8. Changing or cancelling an order before dispatch

You can change or cancel your order free of charge as long as it has not been handed to the carrier. Email us at info@serendre.com with your order number as soon as possible. If the order has not yet been dispatched, we make the change or cancel it and refund the full amount to your original payment method. Once the parcel is with the carrier, please use your right to cancel as described in section 1 instead.

9. Faulty items and wrong deliveries

If an item arrives faulty or damaged, or if you received something different from what you ordered, please contact us promptly at info@serendre.com with your order number and a photo of the item. We cover the return costs and arrange a replacement or a full refund, whichever you prefer.

10. Statutory rights

This policy applies in addition to your statutory rights and does not replace them. Your rights under the Consumer Rights Act 2015 in relation to faulty or misdescribed goods, and your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, apply without restriction. Our voluntary 30-day cancellation period extends these rights and does not limit them.

11. Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: Ronny Slotosch (trading as Serendre), Jügesheimer Weg 32, 63500 Seligenstadt, Germany
Email: info@serendre.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:

 

Ordered on [*] / received on [*]:  

Order number:  

Name of consumer(s):  

Address of consumer(s):  

Signature of consumer(s) (only if this form is notified on paper):  

Date:  

[*] Delete as appropriate.

The address above is our business address for your cancellation notice, not a returns address. Please register your return by email before sending anything back. You receive the return address together with our confirmation, as described in section 3 of this policy.

Related policies

Shipping policy · Terms of service · Privacy policy · Legal notice

Contact

Business name: Ronny Slotosch (trading as Serendre), sole trader
Business address: Jügesheimer Weg 32, 63500 Seligenstadt, Germany
Email: info@serendre.com
Phone: +49 176 64148260
Support: Monday to Friday, 9:00 AM to 3:00 PM GMT/BST (UK time), by email and phone