Soft Foam Pet Stairs for Dogs and Cats – Joint Support

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Casa Serenna Store. We are committed to delivering high-quality pet essentials to your doorstep. To ensure transparency, please review our shipping procedures and timelines below.

1. Order Processing TimeAll orders are processed within1–2 business days(Monday to Friday).

• Orders placed on weekends or holidays will be processed the following business day.
• You will receive a confirmation email with a tracking number once your order has been dispatched.

2. Shipping Origin & Transit TimesTo offer you the best value and unique designs, we ship our products directly from ourinternational fulfillment centers in Asia.

• Standard International Shipping to the UK: 7–12 business days.
• Total Estimated Delivery Time: 8–14 business days (Processing + Transit).

Please note: Transit times are estimates. Factors such as customs processing or peak holiday seasons may occasionally cause minor delays.3. Shipping CostsWe offer transparent and affordable shipping rates for all our UK customers:

• Orders under £74.98: A flat rate of £4.95 applies.
• Orders of £74.98 and over: FREE Standard Shipping.
• All shipping costs are clearly displayed in your cart and at the final checkout stage.

4. Import VAT & Customs DutiesFor our UK customers, we aim to make the process as seamless as possible:

• VAT: Included in the purchase price at checkout. We handle the necessary import tax filings for orders under £135.
• Duties: For most standard orders, no customs duties apply. Any unexpected local customs fees remain the responsibility of the customer.

5. Tracking Your OrderOnce dispatched, you will receive a tracking link via email.

• Note on Tracking: Because your order is traveling internationally, the tracking status may not update for 3–5 days while it is in transit between international hubs. It will update once it arrives in the UK and is handed over to a local courier (such as Royal Mail or Evri).

6. Optional Shipping Protection For extra peace of mind,

we offer Optional Shipping Protectionat checkout for£2.50.

This covers your order against loss, theft, or damage during transit.

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 WithdrawalIn accordance with consumer laws, you have the right to return your order within14 daysof receiving it, for any reason and without justification.

2. How to Start a ReturnTo initiate a return, please contact us atinfohelp@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 ReturnsTo 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. RefundsOnce 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 CancellationsOrders 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

Accepted Payment Methods

We currently accept the following payment methods:

• Visa
• Mastercard
• American Express
• Apple Pay
• Maestro
• UnionPay

All payments are processed in British Pounds (GBP).

Payment Security

Your payment information is processed securely using encrypted and trusted payment gateways.

Casa Serenna Store does not store or have access to your full payment card details.

Payment Processing

• Payment is charged at the time of purchase
• Orders are only processed after successful payment authorisation
• If a payment is declined, the order will not be confirmed

Failed or Declined Payments

If your payment is declined:

• Check that your billing details are correct
• Try an alternative payment method
• Contact your card provider for assistance

If the issue continues, please contact our customer support team.

Contact Information

If you have any questions regarding payments, please contact us at:

Email: infohelp@casaserennastore.com