Welcome to Serenity Willow. By accessing our website and placing an order, you agree to be bound by the following Terms & Conditions. Please read them carefully before making a purchase.

1. About Us

Serenity Willow is a family-founded skincare and haircare brand dedicated to creating luxurious products inspired by nature.

Throughout these Terms & Conditions, the words “we”, “our”, and “us” refer to Serenity Willow. The words “you” and “your” refer to the customer.

2. Products

We take great care to ensure all product descriptions, images and ingredient lists are accurate. However, natural ingredients may vary slightly in colour, texture or fragrance from batch to batch.

All products are subject to availability.

3. Pricing

All prices displayed on our website are in GBP (£) and include VAT where applicable.

Delivery charges are calculated and displayed at checkout before payment is completed.

We reserve the right to amend prices or discontinue products without notice.

4. Orders

Once an order is placed, you will receive an order confirmation email.

Acceptance of your order occurs when your order has been dispatched and you receive a shipping confirmation email.

We reserve the right to refuse or cancel an order if:

Products are unavailable

Payment cannot be authorised

Fraudulent activity is suspected

There is an error in pricing or product information

5. Payment

We accept secure payment methods available at checkout.

Payment must be received in full before products are dispatched.

6. Shipping & Delivery

We aim to process orders within 1-3 business days.

Delivery times are estimates and may vary due to factors beyond our control.

Serenity Willow is not responsible for delays caused by carriers, customs, weather conditions or other unforeseen circumstances.

Risk and ownership of products pass to the customer upon successful delivery.

7. Returns & Refunds

We want you to be delighted with your purchase.

Due to hygiene and safety reasons, opened or used products cannot be returned unless faulty.

To request a return, please contact us within 14 days of receiving your order.

To be eligible for a return:

Products must be unused

Products must be in their original packaging

Proof of purchase must be provided

Refunds will be processed once returned items have been inspected and approved.

Delivery charges are non-refundable unless the product is faulty.

8. Damaged or Incorrect Orders

Please inspect your order upon delivery.

If you receive a damaged, defective or incorrect item, contact us within 48 hours of delivery with photographs and your order number so we can resolve the issue promptly.

9. Product Safety

Our products are formulated with carefully selected ingredients and are intended for external use only.

We recommend patch testing all products before first use, particularly if you have sensitive skin, allergies or known sensitivities.

Discontinue use immediately if irritation occurs.

If you are pregnant, breastfeeding or under medical care, please consult a healthcare professional before use.

Individual results may vary.

10. Intellectual Property

All content on this website, including text, branding, product descriptions, logos, graphics and images, is the property of Serenity Willow and may not be copied, reproduced or distributed without written permission.

11. Limitation of Liability

To the fullest extent permitted by law, Serenity Willow shall not be liable for any indirect, incidental or consequential damages arising from the use or misuse of our products or website.

Nothing in these Terms & Conditions excludes rights provided under applicable consumer protection laws.

12. Privacy

Your privacy is important to us.

Any personal information collected through our website will be handled in accordance with our Privacy Policy.

13. Changes to These Terms

We reserve the right to update these Terms & Conditions at any time. Any changes will be posted on this page and will take effect immediately upon publication.

14. Contact Us

If you have any questions regarding these Terms & Conditions, please contact us:

Serenity Willow

Email: contact@serenitywillow.co.uk

Website: serenitywillow.co.uk

Serenity Willow

Founded by Portia & Timothy

Nature Inspired • Luxuriously Crafted • Made with Love