At Serra Active, your satisfaction is important to us and we want you to feel confident shopping with us. If something isn’t quite right, we’re here to help.
Please ensure you inspect your order as soon as it arrives.
Change of Mind Returns
If you are not completely happy with your purchase and the item is not faulty, you may return it to us in its original condition and original packaging within 30 days of receiving it. This is in line with the UK Consumer Contracts Regulations.
- Items must be unworn, unwashed and with all original tags attached.
- You are responsible for the cost of returning the goods to us.
- Once we receive and inspect your return, we will issue a full refund of the purchase price within 7 days.
- Refunds are issued to the original payment method.
Before returning any item, please contact us at support@serra-active.store so we can guide you through the returns process.
Goods Damaged in Transit
If your order arrives damaged in transit, please contact us at support@serra-active.store within 3 business days of receiving the item.
We will arrange the return of the damaged product and offer you either:
- a replacement, or
- a full refund.
Faulty or Defective Products
If you believe your item is faulty, please notify us as soon as possible at support@serra-active.store.
You are protected under the Consumer Rights Act 2015, which gives you the right to:
- a full refund within 30 days of receiving a faulty product, or
- a repair or replacement if the fault becomes apparent after 30 days.
Time frames for resolving faulty goods may vary depending on the product, but we will always aim to assist promptly and fairly.
Items That Cannot Be Returned
For hygiene reasons, we cannot accept returns of certain items once opened, unless they are faulty. This includes:
- underwear
- socks
- items worn directly against intimate areas
If an item in one of these categories is faulty, we will, of course, honour your statutory rights.
Important Notes
- You must notify us of your intention to return an item before sending it back.
- Returned items that do not meet our return conditions may not be eligible for a refund.
- This policy applies to all orders placed within the United Kingdom.
Your UK Consumer Rights
Nothing in this policy affects your legal rights under the Consumer Contracts Regulations or the Consumer Rights Act 2015.