Terms of Service

Last updated: September 23, 2026

ARTICLE 1 — SELLER IDENTIFICATION

The website https://chezserena.fr is operated under the trade name Chez Serena by:

Mouhamadou Ly
Sole proprietor established under Italian law

VAT number: 10965941213
REA number: NA-1145936

Email: contact@chezserena.fr

Referred to below as “Chez Serena,” “we,” “us,” or the “Seller.”

ARTICLE 2 — SCOPE

These Terms of Service govern the online sale of products offered through https://chezserena.fr to customers ordering for delivery within the United States.

By placing an order, you confirm that you have read, understood, and accepted these Terms.

ARTICLE 3 — PRODUCTS

The main characteristics of each product are presented on the corresponding product page.

Chez Serena makes reasonable efforts to provide accurate product descriptions, photographs, specifications, and other information.

Photographs are provided for illustrative purposes. Color or appearance may vary slightly because of screen settings, lighting, or manufacturing variations, without affecting the product’s essential characteristics.

Products are offered subject to availability. If a product becomes unavailable after an order is placed, we will contact you and offer a refund or an appropriate replacement, where available.

ARTICLE 4 — PRICES

Prices for orders delivered within the United States are displayed in US dollars (USD).

The price displayed when the customer completes the order is the price that applies to that purchase.

Any applicable shipping charge will be displayed separately before payment. Standard tracked shipping within the United States is currently offered free of charge.

Chez Serena may change its prices at any time. Price changes do not affect orders that have already been confirmed.

United States orders are shipped DDP (Delivered Duty Paid). Applicable customs duties and import taxes are included, so customers should not normally be required to pay additional import charges upon delivery.

ARTICLE 5 — ORDERS

Before payment, customers can review their cart, correct errors, and view the total purchase amount.

Customers must provide accurate and complete contact, billing, and delivery information.

Chez Serena is not responsible for delays or failed deliveries resulting from incorrect or incomplete information provided by the customer.

Submitting an order creates an obligation to pay.

After an order is placed, the customer will receive an order confirmation email.

Chez Serena may refuse or cancel an order in cases involving:

• Suspected fraud

• Payment failure

• An obvious pricing or listing error

• Incorrect or incomplete customer information

• Product unavailability

• Suspected misuse of the website or promotional offers

If Chez Serena cancels an order after payment has been collected, the applicable amount will be refunded.

ARTICLE 6 — PAYMENT

Available payment methods are displayed at checkout and may include major credit or debit cards, Shop Pay, PayPal, Apple Pay, and Google Pay, depending on the customer’s device and eligibility.

Cash on delivery is not available.

Payments are processed through the secure payment providers available in Shopify Checkout.

Chez Serena does not store customers’ complete payment card details.

An order is confirmed after payment has been successfully authorized. If payment is declined or cannot be authorized, the order will not be confirmed.

ARTICLE 7 — SHIPPING AREA

Chez Serena currently ships exclusively to addresses within the United States.

Shipping availability is confirmed after the customer enters a valid delivery address at checkout.

We do not currently accept orders for delivery outside the United States.

ARTICLE 8 — PROCESSING, SHIPPING, AND DELIVERY

Estimated delivery time within the United States is 10–12 business days from order confirmation, including order processing.

Business days exclude Saturdays, Sundays, and public holidays.

Delivery may take longer during holidays, major promotions, severe weather, carrier disruptions, or other circumstances outside our reasonable control.

Shipping within the United States is free and tracked.

If an order contains multiple products, they may be shipped separately. Customers may receive multiple packages, tracking numbers, or deliveries on different dates without any undisclosed additional shipping charge.

A shipping confirmation email containing available tracking information will be sent after the order ships.

Tracking information may take 24–72 hours to display its first update.

Unless expressly stated otherwise at checkout, delivery dates are estimates and are not guaranteed.

ARTICLE 9 — DELAYED OR MISSING DELIVERY

If an order has not arrived by the end of the estimated delivery window, contact contact@chezserena.fr and include the order number.

Chez Serena will investigate the shipment with the carrier or fulfillment partner and keep the customer informed.

If we cannot ship within the promised timeframe, we will provide notice and, where required, offer the customer the option to accept the delay or cancel the unshipped order for a refund.

If a package is confirmed lost, we will offer a replacement or refund, subject to product availability.

ARTICLE 10 — TRANSFER OF RISK

The risk of loss or damage transfers to the customer when the customer, or a person designated by the customer other than the carrier, takes physical possession of the product.

Customers should inspect the package and product after delivery and report any problem promptly.

ARTICLE 11 — DAMAGED, DEFECTIVE, INCORRECT, OR MISSING PRODUCTS

If a package or product arrives damaged, defective, incomplete, or incorrect, contact:

contact@chezserena.fr

Please provide, when possible:

• The order number

• A description of the problem

• Photographs of the product

• Photographs of the packaging

• A photograph of the shipping label

After reviewing the request, Chez Serena will provide an appropriate solution, which may include a replacement, refund, or another remedy required by applicable law.

When Chez Serena requires the return of a damaged, defective, incorrect, or materially misrepresented product, Chez Serena will cover the necessary return costs.

ARTICLE 12 — ORDER CHANGES AND CANCELLATIONS

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

We will try to accommodate the request if the order has not entered processing or shipped.

Changes and cancellations cannot be guaranteed after an order has entered processing or has been transferred to the fulfillment provider or carrier.

If the order has already shipped, the customer may request a return after delivery in accordance with our Return and Refund Policy.

ARTICLE 13 — 30-DAY RETURN POLICY

Chez Serena offers a commercial 30-day return policy, beginning on the date the customer receives the order.

To request a return, contact contact@chezserena.fr within 30 calendar days of delivery.

The request should include:

• The customer’s name

• The order number

• The product concerned

• The reason for the request

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

Return eligibility and procedures are described in our Return and Refund Policy.

ARTICLE 14 — RETURN PROCEDURE

Customers must contact Chez Serena before returning a product.

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

Do not send products to the registered business address 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 where permitted by applicable law.

For change-of-mind returns, direct return shipping costs are generally the customer’s responsibility.

Chez Serena covers necessary return or replacement costs when a product arrives damaged, defective, incorrect, incomplete, or materially different from its description.

ARTICLE 15 — RETURN ELIGIBILITY

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 components

• Accompanied by proof of purchase

• Returned in its original packaging when reasonably possible

Products showing excessive use, damage, alteration, contamination, or missing components may not qualify for a full refund.

These restrictions do not limit the customer’s rights when a product arrives damaged, defective, incorrect, incomplete, or materially different from its description.

ARTICLE 16 — NON-RETURNABLE PRODUCTS

The following products may not qualify for a change-of-mind return:

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

• Personalized or custom-made products

• Gift cards

• Digital products after delivery or access

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

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

A defective, damaged, incorrect, or materially misrepresented product remains eligible for an appropriate remedy.

ARTICLE 17 — REFUNDS

Customers will be notified after a returned product has been received and inspected.

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

Because standard shipping is free, there is normally no original standard shipping charge to refund.

Optional expedited shipping fees, if offered, 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.

If more than 15 business days have passed since Chez Serena confirmed a refund, contact contact@chezserena.fr.

ARTICLE 18 — PRODUCT WARRANTIES

Products sold by Chez Serena are covered by any warranty rights and consumer protections that cannot legally be excluded under applicable law.

When a product is defective or materially different from its description, the customer may be entitled to an appropriate remedy, including repair, replacement, price reduction, or refund, depending on the circumstances and applicable law.

Nothing in these Terms excludes or limits a mandatory warranty right.

ARTICLE 19 — ADDITIONAL STATUTORY RIGHTS

Customers may have additional rights under the mandatory consumer protection laws applicable in their state of residence.

The commercial 30-day return policy does not replace or limit rights and remedies that cannot legally be waived.

ARTICLE 20 — LIABILITY

Chez Serena is responsible for fulfilling its obligations under these Terms.

To the extent permitted by applicable law, Chez Serena is not responsible for damage resulting from:

• Misuse of a product

• Use contrary to the supplied instructions or warnings

• Customer negligence

• Unauthorized modification or repair

• Normal wear and tear

• Incorrect or incomplete delivery information supplied by the customer

• Circumstances reasonably outside Chez Serena’s control

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

ARTICLE 21 — PRODUCT SAFETY AND USE

Customers must read and follow all product instructions, warnings, age recommendations, and safety information.

Products must be used only for their intended purpose.

Children should use relevant products only with appropriate adult supervision.

Stop using any product that shows damage, abnormal heating, malfunction, or another apparent safety risk, and contact Chez Serena.

NuqueRelax™ is intended for comfort and relaxation. It is not a medical device and is not intended to diagnose, treat, cure, or prevent any disease or medical condition.

Customers with a medical condition, implanted medical device, reduced sensitivity, circulatory concern, pregnancy, or uncertainty about whether the product is suitable for them should consult an appropriate healthcare professional before use.

ARTICLE 22 — INTELLECTUAL PROPERTY

All text, photographs, illustrations, graphics, logos, trademarks, videos, and other content displayed on https://chezserena.fr are protected by applicable intellectual property laws.

Unauthorized reproduction, distribution, modification, publication, or use of this content is prohibited without prior written authorization from the applicable rights holder.

ARTICLE 23 — PERSONAL INFORMATION

Personal information is processed in accordance with the Privacy Policy available on the website.

Personal information may be used to:

• Process orders and payments

• Arrange fulfillment and delivery

• Provide customer service

• Prevent fraud

• Comply with legal obligations

• Operate and improve the Services

Privacy-related requests may be sent to:

contact@chezserena.fr

ARTICLE 24 — FORCE MAJEURE

Chez Serena is not liable for a delay or failure to perform caused by circumstances reasonably outside its control.

These circumstances may include:

• Natural disasters

• Fires

• Severe weather

• Major transportation disruptions

• Government restrictions

• Labor disputes

• Epidemics

• Major network or infrastructure failures

• Events affecting carriers or fulfillment providers

Chez Serena will take reasonable measures to limit the impact and will provide information when reasonably possible.

ARTICLE 25 — COMPLAINTS

For any complaint, contact:

contact@chezserena.fr

Please include the order number and relevant supporting information.

Our customer service team generally responds within 24–48 business hours, Monday through Friday.

ARTICLE 26 — INFORMAL DISPUTE RESOLUTION

Before beginning formal legal proceedings, customers are encouraged to contact Chez Serena so the parties can attempt to resolve the issue directly and in good faith.

Send the complaint, order number, and relevant documentation to:

contact@chezserena.fr

Nothing in this article prevents a customer from exercising any right or remedy available under applicable law.

ARTICLE 27 — GOVERNING LAW

These Terms are governed by Italian law.

This choice of law does not deprive a customer of any mandatory consumer protection available under the law of the customer’s state or country of residence when that protection applies and cannot legally be waived.

Any dispute concerning these Terms remains subject to the jurisdiction and procedural protections required by applicable law.

ARTICLE 28 — SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in effect.

Where legally possible, the affected provision will be interpreted or replaced in a manner that most closely reflects its original lawful purpose.

ARTICLE 29 — CHANGES TO THESE TERMS

Chez Serena may update these Terms to reflect legal, technical, operational, or business changes.

The Terms applicable to an order are the Terms published when the customer completes that order.

ARTICLE 30 — CONTACT

For questions concerning these Terms, an order, delivery, return, or product, contact:

Chez Serena

Email: contact@chezserena.fr

Please include your order number when contacting us about an existing order.

Our customer service team generally responds within 24–48 business hours, Monday through Friday.