Terms & Conditions

1. About These Terms

These terms and conditions apply to the SEREN MAISON website, mobile app, and all services we provide. By accessing or using any part of our platform, you agree to be bound by these terms. If you do not agree, please do not use our services.

2. Who We Are

SEREN MAISON LIMITED (Company No. 17137032) is a UK-based house of brands, trading as SEREN, with brands SEREN Beauty, SEREN Home, and SEREN Candles. Our registered office is 28 Walnut Tree Road, Hounslow, TW5 0LR. We operate from the United Kingdom and our products are designed, formulated, and fulfilled within the UK and EU.

We are not currently VAT registered (trading below the £90,000 VAT registration threshold). We are registered with the UK Information Commissioner's Office under registration number ZC115971.

3. Our Products

We make every effort to ensure product descriptions, ingredients, and imagery are as accurate as possible. However, colours and packaging may vary slightly from images shown on screen.

All SEREN Beauty products are EU-made, organic, and vegan. Ingredient lists are provided on each product page and on the physical packaging.

4. Orders & Payment

When you place an order, you are making an offer to purchase. We reserve the right to decline any order for any reason, including stock availability, suspected fraud, or pricing errors.

Payment is processed securely via Stripe and PayPal. All prices are displayed in GBP. SEREN MAISON LIMITED is not currently VAT registered, so no VAT is charged on our products. We never see or store your payment card details.

5. Delivery

• Free UK delivery on orders over £100
• £3.99 delivery on orders £60–£100
• £5.99 delivery on orders under £60
• Standard delivery — 5–7 working days
• Orders are fulfilled by our manufacturing partner and dispatched directly to you

6. Returns & Refunds

For full details, please see our Returns Policy.

• Unopened products — full refund within 30 days of delivery
• Opened products — cannot be returned for hygiene reasons
• Damaged or faulty items — free replacement or full refund, no questions asked

7. Ingredient Scanner

The SR Scan ingredient scanner is a free tool provided for informational purposes only. It is not intended as medical advice and should not be used as a substitute for professional dermatological consultation.

While we strive for accuracy, we cannot guarantee that all ingredient analyses are complete or error-free. If you have known allergies or skin conditions, please consult a dermatologist before using any new product.

8. User Accounts

You are responsible for keeping your login credentials secure and confidential. Any activity that occurs under your account is your responsibility.

We reserve the right to suspend or terminate any account that we reasonably believe is being used in a fraudulent, abusive, or otherwise harmful manner.

9. Intellectual Property

All content on the SEREN MAISON website and app — including text, images, logos, branding, design, and software — is owned by SEREN MAISON LIMITED and protected by UK and international intellectual property law.

You may not reproduce, distribute, or commercially exploit any of our content without prior written consent.

10. Limitation of Liability

To the fullest extent permitted by law, SEREN MAISON LIMITED shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our website, app, or products.

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under English law.

11. Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier indicated by you acquires, physical possession of the goods.

To exercise the right to cancel: You must inform us (SEREN MAISON LIMITED, 28 Walnut Tree Road, Hounslow, TW5 0LR, info@serenmaison.co.uk) of your decision to cancel this contract by a clear statement. You may use the model cancellation form below, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Important — hygiene exemption: The right to cancel does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed after delivery. This exemption applies to many cosmetic products once opened. Unopened products may be returned.

Effects of cancellation: If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We will make the reimbursement without undue delay, and not later than 14 days after the day on which we receive the goods back. You will bear the direct cost of returning the goods unless they are faulty or incorrectly described.

12. Complaints & Dispute Resolution

We hope you are delighted with your SEREN Maison purchase. If you have a concern, we want to hear about it.

How to raise a complaint:

• Email us at info@serenmaison.co.uk with your order number and details of your concern
• We aim to acknowledge all complaints within 2 business days and provide a full response within 14 days
• Most issues are resolved quickly through direct conversation

Alternative Dispute Resolution (ADR): If we cannot resolve your complaint to your satisfaction, you have the right to refer the matter to an ADR provider. For consumer disputes, you can contact:

• Citizens Advice: citizensadvice.org.uk or 0808 223 1133
• Trading Standards: Report through Citizens Advice
• Online Dispute Resolution platform (EU customers): ec.europa.eu/consumers/odr

We are not currently signed up to a specific ADR scheme but will engage constructively with any independent mediator.

13. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Changes to These Terms

We may update these terms from time to time. Significant changes will be communicated via our website or email. Your continued use of SEREN MAISON after any changes constitutes acceptance of the updated terms.

15. Contact

SEREN MAISON LIMITED — Company No. 17137032 — 28 Walnut Tree Road, Hounslow, TW5 0LR.

How to contact us: We operate as an online-first business. The fastest way to reach us is by email at info@serenmaison.co.uk. We aim to respond to all enquiries within 24 hours on business days.