Complaints

Complaints Policy

At Serenova, we strive to provide the best possible service to all of our customers. However, we understand that sometimes things don’t go as planned, and we welcome your feedback so that we can improve. If you wish to make a complaint, we are here to listen and resolve the issue as quickly as possible. Please follow the steps below to ensure we can address your concerns efficiently: 

 Contact Us 

Please email us at support@serenova.co.uk with a clear description of your complaint. Be sure to include any relevant details, such as order numbers, dates, and specifics about the issue you’ve encountered.

Acknowledgement of Receipt

Once we receive your complaint, we will acknowledge it within 48 hours and provide you with a timeline for when you can expect a response. 

 Investigation & Resolution

We will investigate your complaint thoroughly and do our best to resolve it as soon as possible. Depending on the complexity of the matter, we may contact you for more information or provide a solution within a reasonable timeframe.