Returns, Refunds & Cancellations
Serenity Homes — Returns, Refunds & Cancellations
Last updated: 17/05/2026
At Serenity Homes, we understand that choosing furniture for your home is a considered decision. Whether you've selected a statement piece or an entire furniture collection, we want you to feel confident in your purchase and supported if something isn't quite right.
We aim to make returns and refunds straightforward, with clear communication and a carefully coordinated collection service for larger furniture.
1. Changing Your Mind
We understand that sometimes a piece of furniture may not be quite what you imagined.
If you purchase eligible furniture online, you generally have 14 days from the day you receive your order to tell us that you wish to cancel.
Where multiple goods from the same order are delivered separately, the applicable cancellation period may run from receipt of the last item.
You do not need to give a reason for exercising your statutory cancellation right.
To arrange a return, please email info@serenityhomesnow.com with your order number and the item or collection you wish to return.
2. Our White-Glove Collection Service
For larger furniture, Serenity Homes offers a coordinated collection service through our white-glove delivery partner.
Once we receive your return request, our team will review the details and contact you to arrange collection.
We aim to arrange collection approximately seven days after receiving your return request, subject to booking availability and access arrangements.
Change-of-mind furniture collection charge: £100.
This charge applies to our agreed white-glove collection service for eligible change-of-mind returns, where the charge and the customer's responsibility for it have been properly disclosed and agreed before purchase.
The collection charge does not automatically apply to faulty, damaged or incorrectly described furniture.
We will confirm the collection date and provide any necessary preparation instructions.
3. Preparing Furniture for Collection
We ask customers to take reasonable care of furniture while it is awaiting collection.
Where possible, please retain the original packaging and any protective materials.
If the original packaging is unavailable, our team will explain how the furniture should be prepared for collection.
You may inspect furniture as you would reasonably be permitted to in a physical shop.
Where furniture has been handled beyond what is necessary to establish its nature, characteristics and functioning, a lawful deduction may apply for any resulting loss in value.
Original packaging is not a condition of exercising your statutory cancellation rights.
4. Returning Complete Furniture Collections
Many Serenity Homes collections are designed to bring together several coordinating furniture pieces.
If you've purchased a complete furniture set and wish to cancel the eligible purchase, please contact us so that we can arrange the return of the relevant goods.
If you wish to return only one item from a collection, we will review your request in light of the original agreement and your consumer rights.
Where an item is faulty or incorrectly described, your statutory remedies remain available even when the item was purchased as part of a set.
5. Bespoke and Made-to-Order Furniture
Some Serenity Homes products may be manufactured after an order is placed or produced to a customer's individual specifications.
Furniture that is genuinely made to your personal specifications or clearly personalised may be excluded from the normal statutory change-of-mind cancellation right.
Where this exception applies, we will explain it before you place your order.
Simply ordering a product from a manufacturer's standard range of sizes, fabrics or finishes does not automatically remove your cancellation rights.
Nothing in this section affects your statutory rights if goods are faulty, incorrectly described or otherwise fail to meet legal requirements.
6. Damaged, Faulty or Incorrect Furniture
We want every Serenity Homes order to arrive as agreed.
If an item arrives damaged, appears faulty or is different from what you ordered, please contact us at info@serenityhomesnow.com.
Include your order number, a description of the issue and photographs where reasonably available.
We encourage customers to report visible delivery damage promptly so that we can investigate the matter efficiently.
This request does not impose a shortened deadline on your statutory consumer rights.
Where furniture does not meet the standards required by applicable consumer law, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances.
Where collection is necessary because goods are faulty or do not conform to the contract, Serenity Homes will meet its legal responsibilities for return or collection costs.
7. Cancelling Before Delivery
If you need to cancel an order before it has arrived, please contact our customer service team as soon as possible.
Your cancellation rights depend on the goods ordered, the terms agreed before purchase and the applicable legal requirements.
For eligible online purchases, your statutory right to cancel may be exercised before delivery.
For genuinely personalised furniture that falls within a lawful cancellation exception, different arrangements may apply.
Any applicable restrictions will be disclosed before purchase.
8. Refunds
When a refund is due, Serenity Homes will process it without undue delay and within the period required by law.
For eligible change-of-mind cancellations involving furniture, refunds will be handled according to the statutory rules applicable to the collection or return arrangement.
Where we have offered to collect the goods, the applicable refund deadline can run from the date we are informed of the cancellation, rather than automatically beginning only after physical collection.
Refunds will generally be made using the original payment method unless another lawful arrangement is expressly agreed.
Where required by law, we will refund the applicable standard outbound delivery charge.
Any lawful charge for the agreed white-glove return collection will be handled transparently and separately identified.
We will not impose an unlawful refund administration fee.
9. Exchanges
If you would prefer a different furniture piece, configuration or finish, please contact us.
We will explain whether an exchange is available and confirm any applicable price differences and delivery arrangements before you agree to proceed.
Exchanges do not replace or limit your statutory rights.
10. How to Request a Return
To arrange a return, cancellation or report an issue, please email:
info@serenityhomesnow.com
Please include your name, order number, the item or collection concerned and the reason for contacting us, if relevant.
For furniture collections, our team will provide the collection instructions and confirm the proposed date.
Please do not send furniture to our business correspondence address without prior authorisation.
11. Our Business Details
Serenity Homes
Berkeley Square House
Berkeley Square
Mayfair, London
W1J 6BD
United Kingdom
Customer Service: info@serenityhomesnow.com
12. Your Consumer Rights
Nothing in this policy removes or restricts your statutory rights under applicable consumer law.
We appreciate the trust involved in purchasing furniture for your home. If something needs attention after your order arrives, our team will work with you to resolve the matter fairly and professionally.