Serenity Stone Bath Mat — Returns FAQ
Can I return my Serenity Stone Bath Mat?
Yes — as long as it's unused and you request the return within 14 days of delivery.
What counts as "unused"?
"Unused" means the bath mat has not been placed into bathroom use (e.g., stepped on after bathing/showering) and is still in a resellable condition.
Under the Consumer Contracts Regulations, customers can handle goods only to the extent necessary to assess their nature — similar to examining an item in a shop. Using a bath mat multiple times goes beyond this.
Can I return a used Serenity Stone Bath Mat?
In general, no. Bath mats are treated as personal hygiene items and, once used, cannot be resold. Where an item has been used beyond reasonable inspection, a restocking fee of up to 20% of the item's value may apply, or the return may be refused entirely for items that can no longer be resold at all.
What if I want to return it because I don't like the size/feel/performance?
If your request is within 14 days and the mat is unused, you can return it. If the mat has been used, preference-based concerns (size, feel, effectiveness) don't make it eligible for return.
What if I'm outside the 14-day returns window?
After 14 days, the statutory cancellation window has lapsed. If the mat is unused, we may consider a return or goodwill gesture case-by-case, but we're not obliged to accept a return for a change of mind outside the 14-day window.
Do you cover the cost of return shipping?
No — return postage is the customer's responsibility.
Do I need to use tracked shipping?
Yes. Please use a tracked service and send us your tracking reference. We can't accept liability for items lost in transit without proof of postage.
When will my refund be processed?
Once we receive the mat and confirm it's unused and in the same condition, we'll process your refund within 5–10 working days.
What if my Serenity Stone Bath Mat is damaged when it arrives — chipped, cracked, or broken?
That's different from a change-of-mind return. Send us clear photos (and a video if the damage isn't obvious from photos) showing the chip, crack, or break, along with your order number, and we'll arrange a free replacement once verified.
What if my Serenity Stone Bath Mat discolours after use?
Diatomite/natural porous stone can change appearance over time in a wet bathroom environment. Discolouration after weeks of use is typically considered a material characteristic rather than a fault, and it does not automatically give rise to a return right. If you're concerned, you can share photographs with our team and we'll review your case.
What do I need to include with my return?
Please include your order number and any returns paperwork provided.
