Refund and Return Policy
RETURN
If the product is damaged or incorrect on receipt, please contact us in a timely manner with related photos or a short video. A request for either a full refund or a replacement item can be made once received into SerenityWork’s Returns Office. The return shipping expenses will also be reimbursed if the return is a result of SerenityWork’s error.
All return requests for items must be made within 14 days of receiving the order and must be returned in clean and original packaged condition.
Please wrap your return in PROTECTIVE packaging for shipment. Otherwise, any scratches or damage done via transit may result in additional fees being deducted.
If you need to return an item, simply email us including your order number and reason for return, with photos or videos if possible. You will then be provided with instructions and a return address to ship your item back. All returned items will be inspected to determine if you qualify for a refund.
The refund process can take up to 3 weeks from the date of shipping the item back. This time includes return shipping, internal confirmation and processing time, and the time it takes for different banks to process the refund.
For any concerns or questions, please email us at support@serenitywork.com.au
REFUND
If your goods are damaged upon receipt, or are not the correct product(s) you ordered, please take a photo and contact us as soon as possible so we can organise an exchange with the correct product(s). Please do not dispose of the item(s) or packaging until we have completed the exchange.
SerenityWork will cover courier costs involved in replacing or exchanging incorrect or damaged goods.
We reserve the right to ask you to return the product — whether damaged or incorrect — before we issue a replacement or exchange.
30 DAY MONEY BACK GUARANTEE
In addition to Australian consumer rights, SerenityWork also offers its own 30-Day Money Back Guarantee on all full-body massage office chairs. This is a voluntary policy above and beyond your Australian Consumer Rights and is only applicable to sales made online or by phone without trying the product prior to purchase.
We trust that all return requests are made in good faith. If, however, we have reason to believe that this policy is being abused or that a return is otherwise not being made in good faith, we reserve the right to refuse the return. Our decision is final.
Please note:
• All refunds are limited to the purchase price paid for the chair, less delivery, installation, decommissioning, and return costs.
• No refund will be made for original shipping/delivery costs incurred by us.
• The customer is responsible for the cost of shipping the item safely back to our nominated warehouse.
• No refund will be made if the chair is returned without its original packaging or is in any way damaged.
• All returned items must be in as-new, saleable condition, including all packaging, instruction manuals, and accessories.
HOW TO GET IN TOUCH
Please email us at support@serenitywork.com.au to arrange the return of your goods and to obtain a Return Authorisation Number (RAN). No return will be accepted into our warehouse without a RAN issued by us. Return instructions will be provided once your request is authorised.