Terms & Conditions

PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THIS SITE.

www.serenova.co.uk is a site operated by Serenova Nutrition Limited (We, Us and Our). We charge you when you order OR we accept your order OR we supply your product.

Where to find information about us and our products.

www.serenova.co.uk is a site operated by Serenova Nutrition Limited (we, us and our). We are registered in England and Wales under company number 16077279 and have our registered office at Stafford House, 10 Brakey Road, Weldon North Industrial Estate, Corby, England, NN17 5LU. Our VAT number is: GB 550 6021 81.

You can find everything you need to know about us and our products on our website before you order. We also confirm the key information to you in writing after you order, either by email or in your online account. 

For the purposes of these terms, a “Wellness Coach” is an independent individual who refers customers to our site to purchase our products [through the Wellness Coach’s shop web pages that are located on our site or via a personalised link you receive from the Wellness Coach].

You can purchase our products on our site either generally through our site or through a Wellness Coach’s shop web pages that are located on our site or via a personalised link you receive from a Wellness Coach. When you purchase products on our site, you will always be contracting with Serenova Nutrition Limited for the purchase of those products, and the contract for the sale of the products will be between Serenova Nutrition Limited and you only.

By using our site or placing an order, you confirm that you agree to be bound by these terms and conditions and any additional policies referred to and available by hyperlinks.

If you do not agree to these terms, you must not purchase products on our site.

We only accept orders when we've checked them.

 We contact you to confirm we've received your order, but this does not, however mean that your order has been accepted by us. We [then contact you again (normally within 1-2 business days) to confirm we've accepted it OR we accept it when we dispatch the product [and confirm dispatch] to you], at which point a legally binding contract will be in place between you and us. 

Sometimes we reject orders.

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK, or because the product was mispriced by us. We may also reject or cancel any orders where we believe, acting reasonably, that you are ordering products for purposes other than your personal use or consumption. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when [you order OR we accept your order OR we supply your product].

However, for some products, we take payment at regular intervals, as explained to you during the order process. You will own your product once we have received payment in full. 

We pass on some increases in VAT.

The price for all products is inclusive of VAT. If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay unless you have already paid in full before the change in the rate of VAT takes effect.

Delivery.

For information on delivery options and costs, visit our tab above. During the online checkout process, you will be given available delivery options to choose from.

The estimated date for delivery of the products is set out in the email in which we confirm the dispatch of the products to you.

Delivery will take place at the address specified by you when you place your order with us.

Whilst we have designed the packaging for the products so that our products reach you in as good condition as possible, it is your responsibility to ensure that all products are refrigerated as soon as possible after you taking delivery of the products, the products being left at a safe location specified by you or considered safe by the courier, or delivery of the products to a neighbour. We shall not be liable to you for any deterioration or defect in the products that arises from your failure to keep the products refrigerated after delivery. 

We're not responsible for delays outside our control.

If our supply of your product is delayed by an event outside our control, meaning any events, circumstances, or causes beyond our reasonable control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team: email support@serenova.co.uk or telephone our customer service line on +44 1536 403344  to end the contract and receive a refund for any products you have paid for but not received.

Products can vary slightly from their pictures on our site.

A product's true colour may not exactly match that shown on your device, in our marketing on our site, or its packaging may be slightly different. The photos and descriptions of the products contained on our site form part of our marketing materials and are for general information and guidance.

We are not liable for any statements made by a Wellness Coach.

A Wellness Coach is independent of us and we will not be liable to you for any reliance you may have on any statement, representation, or warranty made by the Wellness Coach in relation to our products that are not included in our marketing materials on our site, or for any act or omission of the Wellness Coach, whether it is through our site or otherwise.

You have a legal right to change your mind and you have rights under our guarantee.

Your legal right to change your mind.

For most of our products, you have a legal right of 14 days to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below. 

Our goodwill guarantee. 

In addition, Serenova Nutrition Limited offers our customers a goodwill guarantee for products which is more generous than your legal rights as set out above. This goodwill guarantee does not affect your legal rights if there is something wrong with your product. If you change your mind about your purchase, you may return the products within 14  days of receiving them and we will provide you with a refund. 

When you can't change your mind.

You can't change your mind about an order for:

products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
goods that are made to your specifications or are clearly personalised; and
goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind.

If you change your mind about a product, you must let us know no later than 14 days after the day we deliver it. If the product is for regular delivery (for example, a subscription), you can only change your mind after the first delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How do you let us know?

To let us know you want to change your mind, contact our Customer Service Team: support@serenova.co.uk.

You have to return the product at your own cost.

You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost unless we offered free returns when you bought the product. You can send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won't refund you the price. For help with returns, including our collection arrangements for products which can't be posted, see our Returns Process seen above or contact our Customer Service Team at the email shown above.

We only refund standard delivery costs.

We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product.

If you handle the product in a way which would not be acceptable in-store, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product's condition is not "as new", price tags have been removed, the product-branded packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Our Customer Service Team: email support@serenova.co.uk or telephone our customer service line at +44 1536 295360. They can advise you on whether we're likely to reduce your refund.

When and how we refund you.

If you tell us you've changed your mind about a product that hasn't been delivered, we will refund you as soon as possible and within 14 days. If you're sending your product back to us, we will refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We will refund you using the method you used for payment. We don't charge a fee for the refund.

You can end an ongoing contract.

We tell you when and how you can end an on-going contract with us (for example, for a subscription to goods) during the order process and we confirm this information to you in writing after we've accepted your order. If you have any questions, please contact our Customer Service Team: email support@serenova.co.uk or telephone our customer service line on +44 1536 403344. 

You have rights if there is something wrong with your product.

If you think there is something wrong with your product, you must contact our Customer Service Team: email support@serenova.co.uk or telephone our customer service line on +44 1536 295360. We honour our legal duty to provide you with products that are as described to you on our site and that meet all the requirements imposed by law. We only supply our products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we will not be liable to you for any loss of profit, loss of business interruption, or loss of business opportunity. We are not responsible for any defect in the products arising from fair wear and tear, wilful damage, negligence, abnormal usage conditions, failure to follow instructions, misuse, or alteration or repair of the ordered products without our approval. We are not liable for any loss or damage that is unforeseeable.

We can change products and these terms.

These are changes we can always make.

We can always change a product:

to reflect changes in relevant laws and regulatory requirements and
to make minor technical adjustments and improvements. These are changes that don't affect your use of the product. 

We can suspend supply.

We can suspend the supply of a product.

We do this to:

deal with technical problems or make minor technical changes;
update the product to reflect changes in relevant laws and regulatory requirements; or 
 make changes to the product.

We let you know, may adjust the price and may allow you to terminate.

We contact you in advance to tell you we're suspending supply, unless the problem is urgent or an emergency. If we suspend the product [for longer than 7 days in any period we adjust the price so you don't pay for it while its suspended. If we suspend supply, or tell you we're going to suspend supply, for more than 14 days you can contact our Customer Service Team: email support@serenova.co.uk or telephone our customer service line on +44 1536 295360 to end the contract and we'll refund any sums you've paid in advance for products you won't receive.

We can withdraw products.

We can stop providing a product, such as a subscription for goods. We let you know at least 7 days in advance and we refund any sums you've paid in advance for products which won't be provided. 

We use your personal data as set out in our Privacy Notice.

How we use any personal data you give us is set out in our Privacy Notice. You have several options for resolving disputes with us

Our complaints policy. 

Our Customer Service Team email support@serenova.co.uk or telephone our customer service line on +44 1536 295360 will do their best to resolve any problems you have with us or our products as per our Complaints policy seen above.

Resolving disputes without going to court.

Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to [NAME OF ADR ENTITY] through their website at [WEBSITE ADDRESS]. [[NAME OF ADR ENTITY] does not charge you for making a complaint and if you're not satisfied with the outcome you can still go to court. 

You can go to court.

These terms are governed by English law, and wherever you live, you can bring claims against us in the English courts. If you live in Wales or Scotland,  you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product.

We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact our Customer Service Team: email support@serenova.co.uk or telephone our customer service line on +44 1536 295360 to end the contract within [14 days] of us telling you about it and we will refund you any payments you've made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this in writing.

Nobody else has any rights under this contract.

This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply.

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply. 

Even if we delay in enforcing this contract, we can still enforce it later.

We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.