Refund and Returns Policy

At our store, we are deeply committed to providing you with the highest quality handmade bath bombs that bring luxury, relaxation, and joy to your bathing experience. We understand how important it is for you to receive your order in perfect condition and feel fully satisfied with your purchase. Because our products are handmade with natural ingredients and delicate care, and considering the nature of international shipping, we want to be completely transparent and clear about our refund and returns policy to ensure a smooth and positive experience for every customer.

Returns and refunds can sometimes be complex, especially when shipping across international borders, so please take a moment to carefully read the following information before placing your order.

Returns and Refund Eligibility

Our bath bombs are handcrafted, perishable items that are designed to provide a pristine and sensory bathing experience. Due to their personal nature and hygiene considerations, we cannot accept returns or refunds for products that have been opened, used, or otherwise tampered with. This is to protect the health and safety of all our customers.

However, we want you to be confident and delighted with your purchase. Therefore, we will gladly provide a refund or replacement if your order meets any of the following criteria:

Your item arrived damaged, cracked, or broken upon delivery, making it unusable.
You received an incorrect item that does not match your order.
Your order was lost during shipping and did not arrive at your specified address.
Your order has not arrived within 30 business days from the shipping date, considering international transit times.

If you experience any of these issues, please contact our customer support team within 7 calendar days from the date you received your package or, in the case of non-arrival, from the expected delivery date. When reaching out, kindly provide the following information:

Your full order number and the name used for the purchase.
Clear photographic evidence showing the condition of the product and its packaging (if applicable).
A detailed explanation of the problem to help us assess and resolve your case quickly.

Timely communication helps us investigate your claim effectively and offer the best possible solution.

International Shipping Considerations

We take pride in offering worldwide shipping so customers across the globe can enjoy our handcrafted bath bombs. However, international shipping involves factors beyond our direct control that may affect your order experience.

Please note the following important details related to international deliveries:

Customs Procedures: Shipments may be subject to customs inspections, import taxes, tariffs, or additional fees depending on your country’s regulations. These are standard procedures and can cause delivery delays. Such fees, duties, or taxes are the sole responsibility of the customer and are not included in the product price or shipping fees.
Customs Charges and Refused Shipments: If your package is refused or returned due to unpaid customs fees or taxes, we cannot issue a refund for the order amount or shipping fees. We encourage customers to verify their country’s import policies before placing an order.
Shipping Delays: Transit times vary greatly depending on the destination country, customs processing, and local postal services. While we aim to ship orders promptly, delays of several weeks are possible. If your order exceeds 30 business days without arrival, please contact us so we can investigate and assist.
Lost or Damaged Packages: In the rare event your package is lost or significantly damaged during international transit, we will work closely with our shipping partners to resolve the situation. Upon confirmation, you may choose either to receive a replacement shipment at no extra cost or a full refund.

We appreciate your patience and understanding regarding these international shipping nuances.

Refund Process

Once your refund request is approved, we process refunds efficiently to ensure you are reimbursed as quickly as possible. Here is how the refund process works:

Refunds will be issued exclusively to the original payment method used at checkout. Please ensure you have access to this payment account to receive your refund without delay.
Our team will initiate the refund within 5 to 7 business days after approving your claim and verifying all necessary documentation.
Depending on your bank or payment provider, the refund may take additional time to reflect in your account, typically 3 to 10 business days.
If you opt for a replacement product, we will ship it to you free of charge using expedited shipping whenever possible.

Please note that partial refunds or store credit are not offered at this time, as we believe in clear and simple refund policies that respect your preferences.

Non-Refundable Situations

To maintain fairness and quality assurance, we regret that certain situations do not qualify for refunds or returns. These include, but are not limited to:

Products that have been opened, used, or partially consumed, as this compromises hygiene and quality.
Cases where the product does not meet personal preferences such as scent, color, or style — we encourage you to read product descriptions thoroughly or reach out to us with questions before ordering.
Orders sent to incorrect or incomplete shipping addresses provided by the customer, which result in delivery failures or lost packages.
Delays caused by external factors such as customs processing or postal service issues beyond our control, where the product has been delivered but arrival times were extended.

We highly recommend reviewing all product details and contacting our support team for personalized advice or assistance in choosing the right products.

How to Contact Us for Refunds or Returns

Your satisfaction is our priority, and our customer support team is here to help with any concerns or questions you may have. If you believe you qualify for a refund or replacement, please reach out promptly with all necessary details.

Contact us at: info@serenewave.xyz
Please include your order number, photos (if applicable), and a detailed description of the issue.

We strive to respond to all inquiries within 24 to 48 hours and will guide you through the next steps to resolve your issue quickly and fairly.

Final Notes

Thank you for choosing our handcrafted bath bombs and supporting our small business. We understand that purchasing handmade products online, especially with international shipping involved, can sometimes be uncertain, and we appreciate your trust.

We are committed to making your experience as smooth, transparent, and enjoyable as possible. Your feedback is always welcome and helps us improve our products and services.

Relax, unwind, and know that we are here to ensure your bath time is nothing short of exceptional, from our studio to your home, no matter where you are in the world.