Returns & Refund Policy (UK)

Company: Serelune (operated by DSJ Network LLC)

1. Right to Cancel 

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right, you must contact us at:
📧 contact@serelune.co.uk

Please include your order number and a clear statement of your intention to cancel.

After notifying us, you have an additional 14 days to return the goods.

2. Return Eligibility Conditions

To be eligible for a return, items must:

• Be unused and in original condition
• Include all original packaging, tags, and accessories
• Be in a resalable condition

You may inspect the item as you would in a physical shop.
If the product shows signs of use beyond this, we reserve the right to deduct a reasonable amount from your refund.

Returns without prior authorisation may be refused.

3. Refunds

Once your return is received and inspected, we will notify you of the outcome.

Refunds are issued within 14 days of:

• receiving the returned goods, or
• receiving proof that the goods have been returned

We will refund:

• the cost of the goods
• standard delivery charges (where legally required)

We will not refund:

• express or premium delivery fees

Refunds are processed using the original payment method.

4. Exchanges

We do not offer direct exchanges.

If you would like a different item, please place a new order and return the original item.

5. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are faulty.

If your order arrives damaged, defective, or incorrect:

• Contact us within 48 hours of delivery
• Provide clear photographic evidence

If confirmed:

• We will cover return shipping costs
• A replacement or full refund will be issued

6. Return Shipping Costs

• For cancellations: the customer is responsible for return shipping costs
• For faulty or incorrect items: we cover return shipping

We strongly recommend using a tracked and insured service, as you remain responsible for the goods until they are received by us.

7. Delivery Responsibility 

By placing an order, you agree that:

• The delivery address provided is accurate and complete
• You are responsible for receiving or collecting the shipment

If delivery fails due to:

• incorrect or incomplete address
• absence at delivery
• failure to collect from the courier

Then:

• The parcel may be returned to our logistics partner
• A reshipping fee will apply, or
• You may collect the parcel directly from the courier

8. Proof of Delivery

A shipment marked as “Delivered” by the carrier is considered successfully fulfilled.

This serves as valid proof of delivery in any dispute, including payment disputes and chargebacks.

9. Undelivered & Returned Orders

If an order is returned due to:

• incorrect address
• refusal of delivery
• failure to collect

We reserve the right to:

• deduct return and handling costs
• offer reshipment at the customer’s expense

Refunds will only be processed after the item has been returned to us.

10. Return Address

Authorised returns must be sent to:

Almeida Yuri
Landmark CXP1552465
Unit 3 Heathrow Logistic Park
TW14 8EE-FELTHAM
UNITED KINGDOM
Phone: 7921222222

(This address is used exclusively for return processing.)

11. Non-Returnable Items

The right to cancel does not apply to:

• personalised or custom-made items
• sealed hygiene goods once opened
• gift cards
• final sale items

12. Loss or Damage After Delivery

Once a shipment is marked as delivered, we are not responsible for:

• lost
• stolen
• misplaced packages

Customers are responsible for ensuring a secure delivery location.

13. Abuse, Fraud & Excessive Returns

We reserve the right to:

• refuse returns or refunds
• limit future purchases

in cases of:

• suspected fraud
• excessive return behaviour
• abuse of policies

14. Chargebacks

If you experience an issue with your order, you agree to contact us before initiating a payment dispute.

We reserve the right to provide all relevant documentation to payment providers, including:

• order confirmation
• tracking information
• delivery confirmation
• communication history

15. Your Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law.