Cancellation & Refund Policy
Last updated: 16 October 2024
At Serene Space , we strive to ensure customer satisfaction. Please read our cancellation and refund policy carefully to understand your rights regarding purchases and service bookings.
Cancellation Policy
Orders
- General Products: Orders for products can be cancelled within 24 hours of placement by contacting us at [email protected] or 9321390256. Cancellations after 24 hours will not be eligible for a refund, as processing and shipment may have already commenced.
- Custom Orders: For custom aquarium setups or made-to-order products, cancellations are only accepted if made within 24 hours of the initial order placement. After 24 hours, a cancellation fee may apply due to the customization work already undertaken.
Services
- Service Bookings: Service bookings for aquarium setup, maintenance, or other on-site services can be cancelled up to 48 hours before the scheduled appointment without incurring a fee.
- Late Cancellations: Cancellations made within 48 hours of the appointment may incur a cancellation fee, as preparations and scheduling would have already been arranged.
Refund Policy
Refunds will only be issued under the following conditions:
Products
- Defective or Damaged Products: Refunds are available for defective or damaged products reported within 7 days of delivery. If a product is found to be faulty, we will offer a replacement or a refund after verification.
- Product Condition: Products returned must be in their original condition, unused, and with all original packaging. We reserve the right to refuse a refund if the returned item shows signs of damage or use not caused by a defect.
- Custom Orders: Custom orders and special-made items are not eligible for refunds unless they arrive defective or do not match the agreed specifications.
Services
- Service Quality Issues: If a service provided does not meet the agreed specifications or there are any significant issues with the quality of work, please report it to us within 48 hours of the service completion. We will review the complaint and, if valid, offer a rectification or partial refund.
- No Issues Reported: Refunds are not available for completed services if no issues were reported within the stipulated timeframe.
Process for Returns and Refunds
To initiate a return or request a refund, please contact us at [email protected] or 9321390256, providing your order details and a description of the issue.
Our team will assess your request and, if eligible, provide instructions for returning the product or further steps for service-related refunds.
Approved refunds will be processed within 10-14 business days, and the amount will be credited via the original payment method.
Non-Refundable Items and Services
- Custom Items: Custom aquariums, made-to-order products, and consumables such as fish food, fertilizers, and treatments are non-refundable unless found defective upon delivery.
- Completed Services: Services completed without any reported issues or concerns are considered non-refundable.
Shipping Costs
- Defective Returns: For returned products due to defects, Serene Space will cover the return shipping costs.
- Non-Defective Returns: If a return is made for any other reason, the customer is responsible for the shipping costs.