Refund & Cancellation Policy

1. Order Cancellations

You may cancel your order at any time before it has been dispatched. To cancel, please contact us immediately after placing your order:

• Email: Serenoiloils@gmail.com
• Phone: 01068941570

If the order has already been dispatched, it cannot be cancelled. In this case, you may initiate a return once the item is delivered, in accordance with our return policy below.

For orders cancelled before dispatch, a full refund will be issued to the original payment method within 5–7 business days.

2. Returns

We accept returns within 7 days of receiving your order. To be eligible for a return, the item must be:

• Unopened and unused
• In its original packaging, with the seal intact
• Free from damage caused by the customer

We do not accept returns on opened or used products unless the item arrived damaged or incorrect (see Section 4).

To initiate a return, please contact us within the 7-day window with your order number and reason for return. We will provide you with return instructions.

3. Return Shipping Costs

Return shipping is entirely the responsibility of the customer. Serenoil does not provide prepaid return labels and does not reimburse shipping costs for standard returns.

We recommend using a tracked shipping service when returning items, as we cannot be held responsible for returns that are lost or damaged in transit.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or does not match what you ordered, please contact us within 48 hours of delivery with:

• Your order number
• A clear photo of the damaged or incorrect item
• A brief description of the issue

In these cases, we will offer a full refund or a free replacement at no additional cost to you, including covering return shipping if required.

5. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original payment method used at checkout (via PayMob) within 5–7 business days. Please note that your bank or card issuer may take additional time to reflect the refund in your account.

Original shipping fees are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).

6. Non-Returnable Items

The following items are not eligible for return or refund:

• Opened or used products
• Products returned more than 7 days after delivery
• Products not in their original condition or packaging
• Items damaged due to customer misuse or mishandling

7. Late or Missing Refunds

If you have not received your refund within 7 business days of our confirmation, please check your bank account again and contact your bank or card provider, as processing times can vary.

If you have done this and still have not received your refund, please contact us at Serenoiloils@gmail.com.

8. Contact Us

For any questions about returns, refunds, or cancellations, please contact us:

• Email: Serenoiloils@gmail.com
• Phone: 01068941570
• Address: Red Sea, Egypt