Refund policy

Refund Policy

If you are not completely satisfied with your purchase, we have a fourteen (14) day return policy, after receiving your item, to request a return.

To be eligible for a return, your item must be in new and unused condition (the same condition that you received it), with tags or labels, and in its original packaging. You will also need the receipt or order confirmation number for proof of purchase.

All sales on Outlet items & Imperfect Candles are final. No returns are permitted on these items.

To initiate a return, contact us via email at customercare@serenabasics.com of your intention to return & list the item(s) you are returning along with your order information. Returns will be reviewed within 48 hours for “approval to send for inspection” or “rejection of the request”. If your return is approved:

  • We will respond back to you, via email, with return instructions and a Returns Form to be completed
    • Note: Items sent back to us without first receiving a return approval will not be accepted
  • A $5.00 flat rate return shipping fee will be charged for all returns
  • Include the filled out Returns Form in the box with your returned item(s)
  • Please pack box well to avoid damages in shipping
  • A shipping label will be sent to you for the following return address: 120 N Sherwood Circle, Bloomingdale, IL 60108

Unfortunately, we cannot accept returns on gift cards.

Holiday Returns: To account for holiday gift giving, the return policy for purchases made between Black Friday and Christmas will begin January 1st and you will have fourteen (14) days from this date for a return.

You can always contact us for any return questions at customercare@serenabasics.com.

Return Refunds

Once we’ve received and inspected your return, we will let you know if the refund has been approved or rejected. If approved, you’ll be automatically refunded on your original payment method within fourteen (14) business days. Please remember it can also take some time for your bank or Credit Card Company to process and post the refund. If rejected, your item will be shipped back to you.

If more than fourteen (14) business days have passed since we’ve approved your return and you do not see credit on your account, please contact us at customercare@serenabasics.com.

Wrong item shipped

We apologize for this inconvenience and definitely want to make this right. Within 14 days of receipt, contact us at  customercare@serenabasics.com & send us pictures of the incorrect item shipped, along with your order information and:

  • We will review the order and if approved, supply you with a return shipping label for the incorrect item shipped
  • Include a copy of the filled Return Form in the box
  • Please pack box well to avoid damages in shipping
  • Once the returned item has arrived and we will ship you the correct item within 48 hours

Defectives and Damages

Our priority is your satisfaction. If this does happen, please be careful handling the product.  Within 14 days of receipt, please take pictures of the damaged candle and report the damage via email at customercare@serenabasics.com along with your order information and pictures.  

  • Please allow the team 48 hours to review the pictures and damage on the item
  • If approved, we will ship the order out within 48 hours
  • We will respond back to you via email with any additional instruction on the damaged item

Exceptions / Non-returnable items

Used items cannot be returned. All sales on Outlet items & Imperfect Candles are final. Unfortunately, we cannot accept returns on gift cards. Please reach out to us if you have questions or concerns about your specific item via email at customercare@serenabasics.com.