Return and Refund Policy

Last updated: September 23, 2026

At Chez Serena, we want you to feel confident about your purchase. We offer a 30-day return policy, subject to the conditions below.

1. Return Window

You may request a return within 30 calendar days of receiving your order.

To begin a return, contact:

contact@chezserena.fr

Please include:

• Your full name

• Your order number

• The product concerned

• The reason for your request

• Photographs or a short video if the product is damaged, defective, incorrect, or incomplete

If your return is accepted, we will provide return instructions and the applicable return address.

2. Return Eligibility

To qualify for a change-of-mind return, the product must generally be:

• In the same condition in which it was received

• Clean and undamaged

• Complete with its accessories and included components

• Accompanied by proof of purchase

• Returned in its original packaging when reasonably possible

You may inspect the product after delivery. However, products showing excessive use, damage, alteration, contamination, or missing components may not qualify for a full refund.

This restriction does not apply when the product arrived damaged, defective, incorrect, incomplete, or materially different from its description.

3. Return Authorization

Please contact us before sending any product back.

Do not return a product to the address displayed elsewhere on our website unless our customer service team specifically instructs you to use that address.

Returns sent without authorization, to an incorrect address, or without sufficient information to identify the order may be delayed or refused when permitted by applicable law.

4. Return Shipping Costs

Change-of-mind returns

Customers are generally responsible for the direct return shipping cost when returning an eligible product because of a change of mind.

If we provide a prepaid return label, its cost will be disclosed before use and may be deducted from the refund.

We recommend using a tracked shipping service and retaining proof of shipment until the return has been completed.

Damaged, defective, incorrect, or incomplete products

Chez Serena will cover the necessary return or replacement costs when the product received is:

• Damaged

• Defective

• Incorrect

• Incomplete

• Materially different from its description

Do not ship the product at your own expense before receiving our instructions.

5. Damaged or Incorrect Orders

Please inspect your order after delivery.

If an item is damaged, defective, missing, or incorrect, contact contact@chezserena.fr promptly.

When possible, include photographs showing:

• The product

• The packaging

• The shipping label

• The damage or other issue

After reviewing the request, we may offer an appropriate solution, including a replacement, refund, or another remedy required by applicable law.

Chez Serena remains your point of contact. You will not be required to resolve the issue directly with the supplier or carrier.

6. Non-Returnable Items

The following items may not be eligible for a change-of-mind return:

• Products that have been materially used, damaged, altered, washed, or contaminated after delivery

• Personalized or custom-made products

• Gift cards

• Digital products after they have been delivered or accessed

• Products that cannot be returned for health or hygiene reasons after their protective seal has been removed, where permitted by applicable law

A defective, damaged, incorrect, or misrepresented product remains eligible for an appropriate remedy regardless of these exclusions.

The complimentary digital wellness e-book included with a NuqueRelax™ order has no separately refundable cash value.

Contact contact@chezserena.fr if you are uncertain whether your item is eligible.

7. Promotional and Discounted Products

Products purchased during a sale, promotion, or with a discount code are eligible for return under the same conditions stated in this policy unless they were clearly identified as final sale before purchase.

A product that arrives damaged, defective, incorrect, or materially different from its description remains eligible for an appropriate remedy.

8. Exchanges

We do not generally process direct exchanges.

The fastest way to obtain a different item is to request a return for the original product and place a new order after the return is approved.

If a product is damaged, defective, incorrect, or incomplete, we may offer a replacement directly when appropriate and available.

9. Refunds

We will notify you after receiving and inspecting your return.

If approved, the refund will be issued to the original payment method within 10 business days, or sooner when required by applicable law.

Because standard shipping is offered free of charge, there is normally no original standard shipping fee to refund. Optional expedited shipping fees, if any, are not refundable unless the return results from an error by Chez Serena or the product arrived damaged, defective, incorrect, or incomplete.

Banks and payment providers may require additional time to post an approved refund to your account.

If more than 15 business days have passed since we confirmed your refund, contact:

contact@chezserena.fr

10. Order Cancellations

To request a cancellation, contact contact@chezserena.fr as soon as possible and include your order number.

We will try to cancel the order before processing or shipment. Cancellation cannot be guaranteed after the order has entered processing or has shipped.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

11. Incorrect Addresses and Unclaimed Packages

Customers are responsible for providing accurate and complete shipping information.

If a package is returned because of an incorrect or incomplete address, a missed delivery, or failure to collect it within the carrier’s collection period, we will contact you to determine the next steps.

Reasonable reshipping costs may apply when the return resulted from information supplied by the customer or failure to collect the package.

No additional shipping cost will apply when the problem was caused by Chez Serena, our fulfillment partner, or the carrier.

12. Consumer Rights

This policy provides a commercial 30-day return option. It does not limit any non-waivable consumer rights or remedies available under applicable federal or state law.

13. Contact

For questions concerning a return, refund, cancellation, damaged product, or incorrect order, contact:

contact@chezserena.fr

Please include your order number so we can assist you more quickly. Our customer service team generally responds within 24–48 business hours, Monday through Friday.