Refund policy

RETURN & REFUND POLICY

Serentis™ Home Wellness & Lifestyle

Last Updated: 16 February 2026

At Serentis™, we are committed to providing high-quality home wellness and lifestyle products. This policy is drafted in accordance with the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA) of South Africa.

Please read this policy carefully before making a purchase.

1. 7-Day Cooling-Off Period (Online Orders)

In terms of Section 44 of the Electronic Communications and Transactions Act (ECTA), customers have the right to cancel an online order within 7 (seven) days of receiving the goods without providing a reason.

Conditions:

  • You must notify us in writing within 7 days of delivery.

  • The item must be unused, unopened, in its original condition, and in its original packaging.

  • The item must not have been assembled, installed, or used in any way.

  • The item must be returned within 7 days after cancellation notice.

  • Return shipping costs are the responsibility of the customer.

  • We reserve the right to deduct reasonable costs if the product has been handled beyond what is necessary to examine it.

Refunds will be processed within 7–14 business days after inspection and approval of the returned item.

2. Defective, Damaged or Faulty Goods (CPA Protection)

In terms of Section 56 of the Consumer Protection Act, customers are entitled to a remedy if goods are defective within 6 months of purchase.

If your product:

  • Is defective,

  • Is not of good quality,

  • Does not work as intended,

  • Does not match its description,

You may choose one of the following remedies:

  • Repair

  • Replacement

  • Refund

Serentis™ reserves the right to inspect and test the product before approving a repair, replacement, or refund.

If the defect is confirmed, we will cover reasonable return shipping costs.

This warranty does not apply where:

  • The product has been misused,

  • The product has been altered,

  • The product has been damaged due to negligence,

  • The product has not been used according to instructions.

3. Items That Cannot Be Returned (Non-Defective)

For hygiene and safety reasons, the following items cannot be returned unless defective:

  • Opened essential oils

  • Used humidifiers

  • Used electric brushes

  • Personal care items once opened

  • Clearance or sale items (unless defective)

All returned items must be unused and in resalable condition unless being returned due to a confirmed defect.

4. Incorrect Orders

If you receive the wrong product:

  • Notify us within 48 hours of delivery.

  • Provide photographic proof.

  • We will arrange collection at our cost.

  • A replacement or refund will be processed once confirmed.

5. Refund Processing

Refunds will be made using the original method of payment.

Please allow:

  • 5–14 business days for processing depending on your bank.

Shipping fees are non-refundable unless:

  • The return is due to our error, or

  • The product is confirmed defective.

6. Order Cancellations Before Dispatch

Orders may be cancelled before dispatch for a full refund.

Once dispatched, the 7-day cooling-off period applies.

7. Abuse of Policy

Serentis™ reserves the right to refuse returns where:

  • Products show signs of use.

  • Products are not in original condition.

  • Items are returned damaged due to misuse.

  • The policy is being abused or used fraudulently.

8. Contact Information

All return requests must be submitted in writing.

Email: serentis25@gmail.com
Business Name: Serentis™
Operating in: South Africa