Refund policy

Last Updated: May 9, 2026

At Casa Serenna Store, we want you and your pet to be 100% satisfied. If you are not happy with your purchase, we offer a straightforward return process in accordance with UK and EU consumer protections.

1.14-Day Right of Withdrawal

In accordance with consumer laws, you have the right to return your order within 14 days of receiving it, for any reason and without justification.

2. How to Start a Return

To initiate a return, please contact us at infohelp@casaserennastore.com.

Once your return is authorized, we will provide you with the correct international return address.
Important: Please do not send items back to the administrative address in Rotterdam or the address on the original shipping label without prior authorization.

3. Conditions for Returns

To be eligible for a full refund, items must be:

In the same condition that you received them (unworn and unused).
In their original packaging with all tags attached.
Hygiene Note: For the health and safety of all our furry customers, pet beds and stairs must be completely free of pet hair, odors, or stains.

4. Return Shipping Costs

Change of Mind: If you are returning an item because you changed your mind, the customer is responsible for paying the return shipping costs to our designated international return center.
Damaged or Incorrect Items: If the product arrives damaged or you receive the wrong item, Casa Serenna Store will cover the return shipping costs or provide a free replacement. Please include clear photos of the issue in your initial email to us.

5. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

Approved refunds are processed automatically to your original payment method (Visa, Mastercard, Amex, Apple Pay, etc.) within 5-7 business days.

6. Order Cancellations

Orders can only be cancelled before they have been processed or shipped (usually within 24 hours). Once an order is in the shipping phase, it cannot be cancelled, and the standard return process must be followed.

Refund Processing

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved:

Refunds are issued to your original payment method
Processing time is typically 7 business days

Casa serenna Store
Operated by florélian registered in the Netherlands.
Address:
Blankvoornstraat 70 Hoogvliet Rotterdam 3192 BZ Netherlands.(No return address)
Contact details:
E-mail:infohelp@casaserennastore.com
Chamber of Commerce number (KVK):90271351
VAT number: NL004804151B76.

Do you have any questions or need help? Please contact us.

We guarantee a response to all questions or special requests within 24 hours.

Support Hours:
Phone and Live Chat Support:
Monday – Sunday: 8:00 AM – 6:00 PM (UK time)

Contact Details:

E-mail: infohelp@casaserennastore.com
Phone: +31 6 23008253
Chamber of Commerce (KVK): 90271351
VAT Number: NL004804151B76

Need Help?
We are here for you! We guarantee a response to all questions or special requests within 24 hours.

Support Hours:
Monday – Sunday: 8:00 AM – 6:00 PM (UK Time)