Introduction
Welcome to https://serenatox.com/ (“Website”). These Terms & Conditions govern your use of the Website and the services provided by Charmiqa Limited, a company registered under Company number 15643440, with its offices at 3a, Hamelin Street, England, WS11 5SE, Cannock, United Kingdom (“we”, “us”, “our”, or the “Company”), including the purchase of Products for delivery to the United Kingdom, the European Economic Area (EEA) and Switzerland (together, “Europe”), as well as outside Europe.
By accessing or using the Website, you agree to be bound by these Terms & Conditions. If you do not agree to these Terms & Conditions, you may not access the Website or use any services.
These Terms & Conditions apply to all users of the Website, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content. Please read these Terms & Conditions carefully before accessing or using our Website. By accessing or using any part of the Website, you agree to be bound by these Terms & Conditions. If you do not agree to all the terms and conditions of this agreement, then you may not access the Website or use any services.
The laws of England and Wales will govern these Terms & Conditions and any dispute of any sort that might arise between you and https://serenatox.com/ or its associates, without prejudice to any mandatory consumer protection provisions of the law of the country in which you habitually reside. Subject to such mandatory provisions, the courts of England and Wales will have exclusive jurisdiction over any such dispute.
Definitions
For the purposes of these Terms & Conditions, the following terms shall have the meanings ascribed to them below:
“Agreement” means the contract formed between the Company and the Consumer upon the Consumer’s acceptance of these Terms & Conditions by accessing or using the Platform.
“Consumer” means any individual who accesses, uses, or makes a purchase through the Company’s platform.
“Company” means https://serenatox.com/, a platform for the sale of dietary supplements and related products.
“Order” means any request by a Consumer to purchase one or more Products through the Platform.
“Personal Data” means any information relating to an identified or identifiable natural person as defined under applicable data protection laws.
“Platform” means the online environment accessible at https://serenatox.com/ where the Company offers and sells Products to Consumers.
“Products” means the dietary supplements and related products offered for sale on the Company’s platform.
“Services” means all functionalities and features provided by the Company through the Platform, including but not limited to browsing and purchasing Products, accessing product information, and receiving customer support.
“Terms & Conditions” means this document, which outlines the agreement between the Company and the Consumer regarding the use of the Company’s platform and the purchase of Products.
“Third-party provider” means an independent entity that supplies, operates, or manages a product, service, or subscription made available through the Company, under its own terms, policies, and billing arrangements. The Company acts solely as a facilitator and bears no responsibility or liability for such third-party offerings.
“User” means any individual who accesses or uses the Platform, including but not limited to Consumers, browsers, vendors, and contributors of content.
Scope of Services
The Company operates an online platform accessible at https://serenatox.com/ (the “Platform”), which is designed to offer and sell dietary supplements and related products (collectively, the “Products”) to Consumers in the United Kingdom, Europe as well as outside Europe, as may be specified on the Platform from time to time. The scope of services provided by the Company to the Consumer under these Terms & Conditions includes, but is not limited to, the following:
Access to a catalogue of Products for the purpose of browsing and purchasing.
Provision of detailed information regarding the Products, including descriptions, pricing, and usage instructions.
Facilitation of the purchase process, including the collection of payment and arrangement for the delivery of Products purchased by the Consumer.
Customer support services to assist with inquiries, complaints, or issues related to the use of the Platform or the Products.
It is expressly understood that the Company’s responsibility is limited to the provision of the Platform, the sale of Products, and related support services. The Company does not exclude or limit liability for: (a) death or personal injury caused by the Company's negligence; (b) fraud or fraudulent misrepresentation; (c) breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession); (d) breach of the terms implied by sections 13, 14 and 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); or (e) any other liability which cannot be excluded or limited under applicable law. Subject to this, and to the limitations set out in the “Limitation of Liability” clause of these Terms & Conditions, the Company does not assume any responsibility for the direct or indirect consequences of the Consumer’s use of the Products, including but not limited to health issues or property damage, except where such damage is caused by the Company's negligence, breach of statutory duty, or breach of contract. The Consumer is advised to consult with a healthcare professional before using any dietary supplement product.
Consumer Rights
This clause outlines the rights of the Consumer principally in accordance with the laws of England and Wales. If you are a consumer resident in another country (including in the EEA, Switzerland or outside Europe.), you may also have rights under the mandatory consumer protection laws of that country, which will apply in addition to the rights set out in these Terms & Conditions where they offer you greater protection.
Right to Information: The Consumer has the right to clear, truthful, and complete information about the Products, including their prices, main characteristics, and availability before making a purchase.
Right to Withdrawal: The Consumer has the right to withdraw from the purchase of a Product without giving any reason within 30 days from the day on which the Consumer, or a third party indicated by the Consumer other than the carrier, acquires physical possession of the Product. This is known as the “cooling-off period.” To exercise the right of withdrawal, the Consumer must inform the Company of their decision to withdraw by means of a clear statement (for example, by post, email or through the contact form on the Website). The Consumer may use the model withdrawal form provided by the Company, but this is not obligatory. Where applicable law grants the Consumer a longer statutory withdrawal or cooling-off period, that longer period will apply. Nothing in these Terms & Conditions is intended to limit or exclude any mandatory withdrawal rights under UK or EU consumer law.
Right to Complaints: The Consumer has the right to submit complaints about the Products or the service of the Company. The Company is required to provide an accessible and efficient process for handling these complaints, and must respond within a reasonable timeframe, not exceeding 14 days.
Right to Statutory Guarantees: The Consumer is entitled to statutory rights under the Consumer Rights Act 2015, which provides that Products must be of satisfactory quality, fit for purpose, and as described. If Products do not conform to the contract at the time of delivery, the Consumer has the right to a repair or replacement, and if this is not possible or is disproportionate, to a price reduction or the final right to reject. These rights apply for up to six years from delivery (or five years in Scotland). In addition, where the Consumer deals as a consumer and the lack of conformity becomes apparent within six months of delivery, it will be presumed to have existed at the time of delivery unless the Company can prove otherwise. These statutory rights are in addition to any voluntary warranty that the Company may offer.
Right to Privacy: The Consumer’s personal data must be processed in accordance with the applicable data protection laws, including but not limited to the (UK) GDPR, ensuring the Consumer’s privacy and data security.
Third-Party Additional Service(s)
The Company may, from time to time, make available or provide access to certain third-party products, services, or subscription offerings which are supplied, operated, or managed by independent third parties. Participation in, or use of, any such Third-Party Offering is entirely optional and subject to the separate terms and conditions, privacy policies, and billing arrangements of the relevant third-party provider.
By accepting or enrolling in a Third-Party Offering, the Customer acknowledges and agrees that (a) the Company acts solely as a facilitator and is not a party to any agreement between the Customer and the third-party provider, (b) the Company shall have no liability or responsibility for the performance, quality, or delivery of any Third-Party Offering, and (c) all claims, requests for support, and disputes relating to such Third-Party must be directed to the applicable third-party provider.
Shipping Policy
This Shipping Policy governs the shipment and delivery of any Products ordered by the Consumer through the Company's Platform. By ordering Products from the Company, the Consumer agrees to be bound by this Shipping Policy, which is incorporated into the Terms & Conditions by reference.
Shipping Territory: Products purchased from the Company are available for shipment to addresses within the United Kingdom, Europe and outside Europe, when indicated. For shipments to any other territories that may be made available on the Platform from time to time, additional terms and conditions may apply as notified at checkout or in this Shipping Policy.
Shipping Costs: The Consumer will be informed of the shipping costs at the time of purchase. Shipping costs may vary depending on the delivery location and the size of the order.
Delivery Times: The Company endeavours to ship Products within a reasonable time after receiving an order, typically within 5-7 business days. However, delivery times may vary based on the shipping method selected, the destination address, and the availability of the Products.
Tracking Information: Whenever possible, the Company will provide the Consumer with tracking information for their order, allowing the Consumer to track the delivery status of their Products.
Risk of Loss: In accordance with the Consumer Rights Act 2015, the Products remain at the Company's risk until they come into the physical possession of the Consumer or a person identified by the Consumer to take possession of the goods. The Company is not responsible for any loss, damage, or delay that occurs after the Consumer receives the Products, except where such loss, damage or delay is caused by the Company's breach of contract, negligence or breach of statutory duty.
Inspection of Products: Upon receipt, the Consumer is advised to inspect the Products for any damage or defects. In the case of any issues, the Consumer should contact the Company immediately to arrange for a return or exchange in accordance with the Company's return policy. For any questions or concerns regarding this Shipping Policy, the Consumer is encouraged to contact the Company directly.
Customs, Duties and Import Taxes: When ordering Products for delivery outside the United Kingdom, the Consumer is the importer of record and is solely responsible for ensuring that the Products may be lawfully imported into the destination country and for complying with all applicable laws and regulations of that country. The Consumer is responsible for payment of all customs duties, import taxes, brokerage fees and any other charges imposed by customs or other authorities in the destination country. These charges are not included in the Product price or shipping costs unless expressly stated at checkout and must be paid by the Consumer directly to the relevant authorities or carriers.
If the Consumer fails or refuses to pay any such duties, taxes or charges, or fails to collect the shipment within the required timeframe, and as a result the shipment is delayed, held, destroyed or returned to the Company, the Company will not be obliged to resend the Products and, except where the Consumer exercises a mandatory statutory withdrawal, cancellation or other non-waivable right to a refund, no refund will be issued for the Products or for any shipping costs. Where the Consumer has a statutory right to a refund (including under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent mandatory law), the Company may deduct from any refund the reasonable and proportionate costs actually incurred by the Company in connection with the shipment, its handling and its return (excluding the standard delivery costs which must be refunded in full in the case of a valid statutory withdrawal), provided that such deduction does not exceed the direct costs of return and is permitted under applicable law. This provision does not affect the Consumer's statutory withdrawal rights or any other mandatory consumer rights under applicable law.
Cancellation Policy
In accordance with the laws of England and Wales, Consumers have the right to cancel their order for Products without giving any reason within 14 days from the day on which the Consumer, or a third party indicated by the Consumer other than the carrier, acquires physical possession of the goods. To exercise the right of cancellation, the Consumer must inform the Company of their decision to cancel this contract by an unequivocal statement (e.g., a letter sent by post, fax, or e-mail). The Company will provide the Consumer with a confirmation of receipt of such a cancellation.
To meet the cancellation deadline, it is sufficient for the Consumer to send their communication concerning the exercise of the right of cancellation before the cancellation period has expired. If the Consumer cancels this contract, the Company shall reimburse all payments received from the Consumer, including the costs of delivery (with the exception of the supplementary costs resulting from the Consumer’s choice of a type of delivery other than the least expensive type of standard delivery offered by the Company), without undue delay and in any event not later than 14 days from the day on which the Company is informed about the Consumer’s decision to cancel this contract.
The Company may withhold the reimbursement until it has received the goods back or the Consumer has supplied evidence of having sent back the goods, whichever is the earliest. The reimbursement will be carried out using the same means of payment as the Consumer used for the initial transaction, unless the Consumer has expressly agreed otherwise; in any event, the Consumer will not incur any fees as a result of such reimbursement.
Where applicable law grants the Consumer a longer statutory cooling-off or cancellation period, that longer period will apply and nothing in this Cancellation Policy is intended to reduce or limit such rights. The Consumer is responsible for returning the goods to the Company as described in the Refund Policy. The Consumer will bear the direct cost of returning the goods. If the goods, by their nature, cannot be returned normally by post, the Consumer will bear the direct cost of returning the goods.
The Consumer is only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Refund Policy
This Refund Policy outlines the circumstances under which Consumers can request refunds for Products purchased from the Company. It forms part of the Terms & Conditions agreed upon by the Company and the Consumer.
Eligibility for Refunds: Products must be returned within 30 days of receipt for any refunds to be considered under this Refund Policy. This contractual 30-day period is offered as an additional customer-care benefit and is in addition to, and does not limit, any statutory withdrawal or cancellation rights to which the Consumer is entitled under applicable law (including, where applicable, the 14-day cooling-off period under UK or EU consumer law).
Products must be in their original condition with all packaging and accessories. However, the Consumer is entitled to open and inspect Products to the extent necessary to establish their nature, characteristics and functioning (as they might do in a shop), and any diminution in value resulting from such handling will not affect the Consumer's right to a refund, provided the handling does not go beyond what is necessary for such inspection.
A valid receipt or proof of purchase must accompany the returned Products.
Refunds are only applicable to Products purchased directly from the Company’s Platform.
Process for Requesting Refunds:
The Consumer must notify the Company of their intention to return the Product within the specified 30-day timeframe referred to above or within any longer statutory period that applies.
The Product must be returned to the address provided by the Company, with the Consumer bearing any return shipping costs.
Upon receipt and inspection of the returned Product, the Company will notify the Consumer of the approval or rejection of the refund request.
If approved, the refund will be processed, and a credit will automatically be applied to the Consumer’s original method of payment within a certain number of days.
Exceptions:
Products that are damaged or not in their original condition due to Consumer misuse are not eligible for refunds.
Reference is also made to the Shipping policy, where returned goods as a result of the Consumer’s failure or refusal to pay duties or charges will entitle the Company to recharge expenses.
Products purchased through third-party sellers are not eligible for refunds under this Policy.
Sale items are eligible for refunds in accordance with the Consumer's statutory rights under applicable consumer protection law. The Company may offer additional discretionary refunds beyond these statutory rights on a case-by-case basis.
This Policy is governed by the laws of England and Wales and is subject to change at the discretion of the Company. Consumers are encouraged to review the Policy periodically for any updates. Any such changes will not affect rights that have already accrued at the time of purchase and will not exclude or limit any mandatory consumer rights under the law of the country in which the Consumer habitually resides.
The Company may offer certain Products through subscription. Where available, the applicable Subscription options (such as the 30-day, 60-day or 90 cycles) and prices will be clearly displayed on the Product page and at checkout. By selecting a Subscription option, the Consumer authorises the Company to automatically charge the Consumer's chosen payment method for the initial order and for each subsequent renewal of the Subscription at the then-current Subscription price, and to arrange automatic shipment of the subscribed Products at the selected delivery frequency until the Subscription is cancelled in accordance with this clause.
Subscription prices are subject to change, and the Company will provide at least 30 days' prior written notice of any price increase to the Consumer's registered email address, giving the Consumer an opportunity to cancel the Subscription before the increase takes effect. If the Consumer does not cancel within this notice period, the new price will apply from the next billing cycle following expiry of the notice period.
Managing and Cancelling Subscriptions: The Consumer may change the delivery frequency (between 30-day, 60-day or 90-day cycles), update payment or shipping details, pause a Subscription, or cancel a Subscription at any time by logging into their account on the Platform (where account functionality is provided), or by contacting the Company's customer service using the contact details provided on the Website.
To avoid being charged for the next scheduled shipment, any cancellation or change must be received by the Company at least 7 days before the next scheduled billing date. If a Subscription order has already been processed or dispatched at the time the Consumer submits a cancellation, that order will be treated as a final order under the Subscription and will be subject to the normal Cancellation and Refund Policies set out in these Terms & Conditions (including any statutory withdrawal rights to which the Consumer is entitled).
Alternative Billing Descriptor Notice
You acknowledge and agree that payments for purchases made on this Website may be processed by one of our authorized payment processors or affiliated entities. As a result, the billing descriptor that appears on your bank or credit card statement may differ from the name of the Website or the Product purchased. By placing an order, you accept that your purchase may be billed under a different name than the Website.
Subscription Billing
If you go to the Website to purchase a product, you may have the option of buying a product one time, or purchasing a subscription. We offer both one-time purchases and optional subscription options (“Subscriptions”) with billing cycles of 30, 60, or 90 days for certain Products, as indicated on the relevant Product pages. By selecting a Subscription option, you authorise us to charge your payment method automatically at the start of each billing cycle for the applicable Subscription charges and to arrange automatic shipment of the subscribed Products until you cancel your Subscription in accordance with this clause. One-time purchases, promotional offers and other non-subscription purchase options may also be made available from time to time, and you are not required to purchase any Product on a Subscription basis in order to use the Website or buy Products.
You may cancel your Subscription at any time by logging into your account (where available) or by contacting customer service at support@serenatox.com. To avoid being charged for the next billing cycle, cancellations must be received at least 7 days before your next scheduled billing date. Cancellations received after this deadline will take effect at the end of the subsequent billing cycle.
You will not be charged for any billing cycles after the effective cancellation date, and you will retain access to your Subscription benefits (including scheduled deliveries) until the end of the billing period for which you have already paid.
This cancellation policy does not affect your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or equivalent mandatory law, which allows you to cancel within 14 days of receiving your first Subscription delivery and receive a refund in accordance with those Regulations.
Subscription Payments and Collection Attempts:
By taking out a Subscription, you authorise us and our payment processors to store your payment details and to automatically collect the applicable Subscription charges at the start of each billing cycle using the payment method you have provided.
If we are unable to collect the full Subscription amount for a particular billing cycle (for example, due to insufficient funds, card expiry or issuer decline), you authorise us to (a) make reasonable further attempts to re-collect the same amount within a short period, and/or (b) where expressly described on the Website, in your account area or in our communications to you for that Subscription, charge a lower or discounted amount for that billing cycle instead (for example, a reduced quantity or promotional price for the same Product), provided that any such lower or discounted amount has been clearly communicated to you in advance as a possible charge and you have not cancelled the Subscription before the relevant billing date.
Any reduced charges applied in this way will relate only to the billing cycle in question and will not prevent us from charging the full Subscription price (as in effect from time to time in accordance with these Terms & Conditions) in subsequent billing cycles unless otherwise stated.
If we are unable to collect any amount for a billing cycle after reasonable attempts, we may suspend or cancel your Subscription with effect from that billing cycle, without prejudice to your statutory rights.
Customer Services and Disputes
If you have any questions regarding a charge on your statement, please contact our customer service at support@serenatox.com for clarification. You also have the right to dispute unauthorized or incorrect charges with your card issuer.
Data Protection
When processing payments, we and our payment processors will collect and process your personal data including payment card details, billing address, and transaction information. This data is processed in accordance with our Privacy Policy and applicable data protection laws including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Your payment information will be processed securely and will only be used for the purposes of completing your transaction, preventing fraud, and complying with legal obligations. We will retain your payment data only for as long as necessary for these purposes.
Marketing Communications and Email Consent
Where you choose to subscribe to our newsletter, tick an opt-in box for marketing, or otherwise expressly consent to receive marketing communications from us (including emails about our Products, promotions, offers, and Subscription updates), we will use your contact details to send you such communications in accordance with your preferences and our Privacy Policy.
You may withdraw your consent and opt out of marketing emails at any time by clicking the “unsubscribe” link in any marketing email we send you or by contacting us at support@serenatox.com. Withdrawing consent to marketing will not affect the lawfulness of any processing carried out before the withdrawal and will not affect transactional or service messages that we must send you in relation to your Orders or Subscriptions.
For more information about how we handle your personal data, including for marketing purposes, please see our Privacy Policy.