Order Cancellation Policy

1. Cancellation Conditions

This policy outlines the conditions under which orders placed through our website may be canceled.

The following terms apply:

• Customers may submit a cancellation request within 36 hours of order confirmation, provided that order processing has not yet begun.
• Cancellations are only permitted while the order has not entered the shipping stage.
  If a cancellation request is approved within the allowed time frame, a full refund will be issued.
• Cancellation requests submitted after 36 hours or for orders that have already been shipped cannot be accepted.

In such cases, customers may receive the package and then proceed with a return in accordance with the applicable return procedure.

2. Cancellation Request Procedure

To request an order cancellation, customers must contact customer service through our website and provide the required information.

Requests may be submitted:

• Preferably by email,
• Or by phone if necessary.

Customers are required to provide the following details:

• Order number,
• Proof of payment (if available),
• A brief explanation for the cancellation request.

Once a request is received, we will review:

• The current order status (pending, processing, shipped, etc.),
• Whether the request falls within the allowed cancellation period,

Customers will be notified whether the cancellation can be completed.

3. Refund Processing

Once a cancellation request is approved, the refund will be processed as quickly as possible.

Refund details are as follows:

• Refunds are processed within 2–5 business days after cancellation approval.
• Refunds are issued using the original payment method used at checkout.
• The time required for funds to appear may vary depending on the customer’s bank or payment provider.
• A confirmation email will be sent once the refund has been completed.

4. Contact Information

Email: orderstatus@sereneix.com
Phone: +65 (848) 73638
Address: 80 KIM SENG ROAD #30-01, SINGAPORE 239426, SINGAPORE
Customer Service Hours: Monday to Friday, 9:30 AM – 4:30 PM (Business Days)
Delivery Area: United States