Refund policy

Return and Refund Policy

We want you to feel confident purchasing from SereneTails™. If something is not right, we are here to help.

30-Day Satisfaction Guarantee

If you are not satisfied with your SereneTails™ product within 30 days of receiving your order, please contact us at support@serenetails.co and we will work with you to make it right. This may include a replacement, store credit, or refund at our discretion.

Because our products support ongoing environmental calm, we ask that you give the diffuser at least two weeks of consistent use before reaching out. Calming support builds over time and results vary between animals.

Eligibility

To be eligible for a return or refund, your request must be made within 30 days of the delivery date. Items must be in their original condition and packaging where possible. Opened refill vials are not eligible for return due to the nature of the product.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery at support@serenetails.co with a photo of the item and your order number. We will arrange a replacement or refund promptly.

Subscriptions

Subscription orders can be paused or cancelled at any time before the next scheduled order processes. To manage your subscription, log in to your account or contact us at support@serenetails.co. Refunds on subscription orders that have already been dispatched are assessed on a case by case basis.

Refund Processing

Approved refunds are processed within 5 to 7 business days and returned to your original payment method. Shipping costs are non-refundable unless the return is due to an error on our part.

How to Get in Touch

Email us at support@serenetails.co with your order number and a brief description of the issue. We aim to respond within one business day.