Our FAQ section is designed to provide quick answers to the most commonly asked questions about our products, services, and policies. Whether you're looking for information on how to place an order, track your shipment, or understand our returns policy, you'll find clear and concise responses here. We update this section regularly to ensure it reflects the latest information. If you can't find the answer you're looking for, feel free to reach out to our support team for further assistance!
Your questions answered...
Refunds & returns FAQs
This section provides answers to frequently asked questions regarding refunds, returns, and our Taste Promise.
How do I return products?
You have the statutory right to cancel your order after we have accepted it and up to 14 days after receiving it. Please note: This right to cancel does not apply to items that cannot be returned once unsealed because of health protection or hygiene reasons, unless they are faulty.
Send your return by post. We recommend using a recorded or special delivery service to ensure it reaches us safely.
We will confirm once it has arrived at our head office and will process and issue a refund.
What is the 'Taste Promise'?
We want you to explore our range with confidence and that’s why we created our Taste Promise; if something isn’t to your taste, no worries! You can return it for a full refund within 7 days.
We’re sure you’ll love our products, but if they’re not for you, simply email support@serenova.co.uk and we’ll take care of the rest.
Am I eligible for the 'Taste Promise'?
We believe in what we do and want you to feel great about your choices. Great taste should come with great peace of mind. Our Taste Promise is only available for first-time customers who purchased through a coach or our website.
- Refund requests must be made within 7 days of purchase.
- Only applies to orders up to £100, orders over this amount are non-refundable.
- Refunds will be processed within 7 working days, with an additional 3–5 working days for the funds to reach your account.
Product FAQs
This section provides answers to frequently asked questions specifically about our products, including details on how to make them, usage amounts, and allergens.
How many products can I have in a day?
We recommend you have one serving per day. A serving is a 20g sachet of Balance & Boost.
How many calories are in each supplement?
Each sachet of Balance & Boost contains about 70 calories, depending upon the flavour.
How do I mix the Balance & Boost sachets?
To get the most from Balance & Boost, pour 200ml of water into a container. Add the sachet contents and blend or whisk until smooth. The best way to mix is by using a Serenova Shaker.
Can I mix the supplements with liquids other than water?
To get the best results from our supplements, packed with vitamins, minerals and botanicals, we recommend you make them with 200ml of cold water.
Are your products gluten-free?
Our Balance & Boost range may contain gluten from wheat and other cereals.
Are your products vegan friendly?
Yes. Our Balance & Boost range is vegan-friendly
Are your products nut-free?
Our Balance & Boost range is not suitable for people with a peanut, tree nut or sesame seed allergy.
Are the products meal replacements?
No, our supplements are packed with vitamins, minerals and botanicals but are not intended as meal replacements. We recommend they be enjoyed alongside a healthy, balanced diet.
How many calories are in each supplement?
Each sachet of Balance & Boost contains 70 calories.
How should I store Balance and Boost?
The best way to store Serenova products is in a cool, dry place away from a direct heat source. Keep them out of the reach of children.
Can I take other vitamins and supplements while taking Serenova products?
As with any new supplement, if you are unsure, consult an appropriate, qualified healthcare professional.
Can I mix the supplements with hot water?
To get the best results from our supplements, packed with vitamins, minerals and botanicals, we recommend making them with 200ml of cold water. We have not tested product effectiveness using warm or hot water.
How quickly can I expect results?
Some ingredients are known to boost energy within hours, while others need time to build up in the body before they are most effective. Everyone is different, so we recommend taking one serving daily for at least three months to experience the full benefits
As this is a new product, how do I know if it is effective?
The vitamins, minerals, and botanicals in Balance & Boost are based on research and testing and have been specifically chosen because they have been shown to support the most common symptoms of perimenopause and menopause.
As this is a new product, how do I know how safe it is?
We’re backed by 40 years of nutritional expertise and only use the highest-quality ingredients that are tested and have a long history of use in humans.
Are there side effects to using Balance & Boost?
Most people experience a smooth transition but if you notice a slight change in the way you are feeling, it’s likely your body is adjusting to the goodness you’re giving it. If symptoms persist beyond a couple of days, we recommend you stop using the supplement and consult a qualified healthcare professional.
Can I take Balance & Boost if I’m not experiencing menopause?
Balance & Boost is formulated for women experiencing menopause and contains the essential vitamins and minerals needed to support wellbeing. We have not tested how the supplement would affect those who are not experiencing menopause.
Can I still use Balance & Boost if I’m on HRT?
Yes. Balance & Boost was formulated with the knowledge that many women are on HRT and still experience menopausal symptoms. If you have specific questions, have a medical condition or are taking medication we always recommend that you get advice from a qualified healthcare professional.
Coach FAQs
This section answers frequently asked questions about our Wellness Coach services, covering what a coach is, how they can help, and how to become one.
What is a Wellness Coach?
Our Wellness Coaches are great listeners who truly understand how you feel. Whether you need support, motivation, or just someone to talk to, they’re here to help. They’re part of an amazing network, connecting you with a community of people who share similar experiences. Plus, when you shop through a Wellness Coach, you can access the best prices available.
How can a Wellness Coach help me?
Our trained Wellness Coaches are here to listen, support, and guide you. They’ll help you navigate your symptoms and connect you with a community of people who understand what you're going through. If you need support, don’t hesitate to reach out—you’re not alone.
How do I find a Wellness Coach?
You can find a Coach when shopping for products. When adding anything to your basket (or just before), it asks you if you would like to assign a Wellness Coach.
Can I become a Wellness Coach?
You'll be perfect if you’re a people person who gets on with pretty much everyone you meet. Wellness Coaches are good listeners and communicators, supportive, confident and friendly.
Does it cost anything to become a Wellness Coach?
To start your journey as a Wellness Coach, you'll simply need a Starter Kit.
For just £99, your Starter Kit includes:
Your own branded Serenova shaker.
A selecton of Serenova's premium product ranges, including; Balance & Boost, Rest & Renew and Elements. One box of each flavour. Perfect for product sampling with potential customers.
Comprehensive marketing materials and training support.
Your personal Business Hub and online store.
How many hours will I need to work?
It is your business, so you can choose how much time you put into it. You can build your business to suit your lifestyle - part-time, full-time, or a few hours in your spare time. You can set your own goals and work at a pace that suits you.
Order FAQs
This section provides answers to frequently asked questions regarding orders, including details on placing, tracking, and managing your purchases.
How do I buy?
At Serenova, we believe that shopping for your health and wellbeing should be as flexible and easy as possible. You can buy online as a one-off purchase or opt for a convenient monthly subscription, or you can buy from your Wellness Coach, where you will receive greater discounts and added support.
How much will delivery cost?
We offer free delivery on orders over £30, orders below £30 are £5.00.
When can I expect delivery?
You can expect delivery within 2-3 working days Monday to Friday. We use Parcelforce as our delivery partner.
What countries do you deliver to?
We currently deliver to England, Scotland and Wales.
What time do I need to place my order for next day delivery?
Orders placed on weekdays before 11am will be dispatched the same day for delivery.
Orders placed after 11am will be dispatched the following day.
Orders placed on a Saturday or Sunday will not be processed until the next working day.
Any orders placed or due for delivery on a bank holiday will be delivered on the next working day following the bank holiday.
Can I change my order after I have placed it?
Once your order is placed, we cannot make any changes.
How do I change my delivery address?
If you need to change your delivery address, please get in touch by email at support@serenova.co.uk.
What if my order is damaged or faulty?
Please email us at support@serenova.co.uk to tell us that your order didn’t arrive as expected. Please include your order number and photos in your email so we can help you as quickly as possible.
