Chargeback Policy
We at https://serenipet.co/ are proud to offer our customers quality products and services. We believe that customer satisfaction is paramount and we endeavour to resolve any issues our customers may have with their orders.
However, we also recognise that refunds may be initiated by customers in certain circumstances. Refunds can result in significant financial losses to our business and can also damage our reputation as a seller. Therefore, we have established the following guidelines for returns:
Contact us first
If you have a problem with your order, please contact us first before initiating a refund. Our customer service team is available to help you with any questions or concerns you may have regarding your purchase.
Right of cancellation
We offer a refund policy for orders that are cancelled before delivery or for orders that are returned to us in their original condition. If you have received your order and are not satisfied with the product, please contact us to discuss a possible refund or exchange.
Refund dispute process
If a refund is initiated by a customer, we will dispute the refund with our payment processor. We may also provide evidence to support our position in the dispute, such as proof of delivery or customer communications.
Blacklisted customers
We reserve the right to blacklist customers who initiate a chargeback without first contacting us or in cases where a chargeback is found to be fraudulent or made in bad faith.
Charges for chargebacks
We may charge a fee for each return initiated by a customer. This fee covers our costs associated with disputing the chargeback and any additional fees our payment processor may charge.
By making a purchase on our website, you agree to our returns policy. If you have any questions or concerns about this policy, please contact us at support@serenipet.co
However, we also recognise that refunds may be initiated by customers in certain circumstances. Refunds can result in significant financial losses to our business and can also damage our reputation as a seller. Therefore, we have established the following guidelines for returns:
Contact us first
If you have a problem with your order, please contact us first before initiating a refund. Our customer service team is available to help you with any questions or concerns you may have regarding your purchase.
Right of cancellation
We offer a refund policy for orders that are cancelled before delivery or for orders that are returned to us in their original condition. If you have received your order and are not satisfied with the product, please contact us to discuss a possible refund or exchange.
Refund dispute process
If a refund is initiated by a customer, we will dispute the refund with our payment processor. We may also provide evidence to support our position in the dispute, such as proof of delivery or customer communications.
Blacklisted customers
We reserve the right to blacklist customers who initiate a chargeback without first contacting us or in cases where a chargeback is found to be fraudulent or made in bad faith.
Charges for chargebacks
We may charge a fee for each return initiated by a customer. This fee covers our costs associated with disputing the chargeback and any additional fees our payment processor may charge.
By making a purchase on our website, you agree to our returns policy. If you have any questions or concerns about this policy, please contact us at support@serenipet.co