Refund policy

If you have any problems with your order let us know. We strive to offer the best customer experience we possibly can, and your satisfaction is important to us. You can always contact us for any problems at support@serpentsheartshop.com. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you have an issue, you can contact us at support@serpentsheartshop.com.

We have a 15-day policy, which means you have 15 days after receiving your item to report an issue. In order to process your request we will require a clear photo of the damaged item and the receipt. We can process either refunds or replacements depending, to remedy the situation.

Exceptions / non-returnable items

Certain types of items are not normally eligible, like perishable goods (such as food, flowers, or plants), consumable products (such as supplements), and personal care goods (such as beauty products). We also do not accept items that have already been used, such as a candle that’s been lit. Once an item has been in use it’s no longer viable to distinguish valid damages from misuse. Please get in touch if you have questions or concerns about your specific item.

Refunds

We will notify you once we’ve received and reviewed your case, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For refunds on an individual item that was part of a greater or more complicated order, reimbursement on the expense of the specific item will be made available. Please allow more time for processing these forms of partial refunds.

If more than 15 business days have passed since we’ve approved your refund, and the situation is unresolved, please contact us at support@serpentsheartshop.com.

Replacements

If a replacement has been requested, please allow for time to process the new order plus shipping times. We will process your replacements as early as we can. If you would like an update or have questions, reach out to us and we’ll get back to you in a timely manner.

Other

If you have further concerns or issues please contact us. We understand that exceptions can happen and extraordinary situations arise. If you have a problem with your order that doesn’t fit into the normal criteria, you can contact us and we will discuss what manner of resolutions may be appropriate in the circumstance.