SereniRoutine

1. Introduction

At SereniRoutine, operating through klexironyeph.world, we are committed to your satisfaction with our evening habit products and services. This Return Policy outlines the terms and conditions for refunds, cancellations, and returns in compliance with Australian Consumer Law.

We encourage you to carefully review product descriptions and service details before making a purchase. If you have questions about any offering, please contact us before completing your order.

2. Australian Consumer Law Rights

Nothing in this Return Policy limits or excludes your rights under Australian Consumer Law. You are entitled to a remedy if our products or services:

• Do not match the description provided
• Are not fit for the purpose we said they would be fit for
• Are not of acceptable quality
• Have problems that would have stopped you from buying them if you had known about them

For major failures, you are entitled to a refund or replacement. For minor failures, we are entitled to a reasonable opportunity to fix the problem. You are also entitled to compensation for any other reasonably foreseeable loss or damage resulting from a failure.

These consumer guarantees cannot be excluded, restricted, or modified by our terms and conditions. Where this Return Policy conflicts with Australian Consumer Law, the provisions of Australian Consumer Law prevail.

3. Digital Products Policy

3.1 Digital Guidebooks and Resources

Once digital products (such as guidebooks, PDFs, audio files, or online content) have been accessed, downloaded, or viewed, they are generally non-refundable. This is because digital content cannot be returned once consumed.

However, you may be eligible for a refund within 14 days of purchase if:

• You have not accessed, downloaded, or viewed the digital content
• The product is significantly different from the description provided
• The product is defective, corrupted, or cannot be accessed due to technical issues on our end
• The product does not provide the functionality described

To request a refund for a digital product, contact us within 14 days of purchase with your order number and reason for the refund request. We will assess your request in accordance with Australian Consumer Law.

3.2 Online Programs and Courses

For multi-week programs or structured courses, refund eligibility depends on the extent of access and participation:

• Before program start: Full refund available if you cancel at least 48 hours before the program start date
• Within first 7 days: Partial refund available if you have completed less than 20% of the program content
• After 7 days or 20% completion: No refund available, as significant value has been provided

Exceptions may apply if the program fails to meet the description or is defective under Australian Consumer Law.

4. Physical Products Policy

4.1 Change of Mind Returns

We offer a 30-day change of mind return policy for physical products. To be eligible for a return, items must be:

• Returned within 30 days of delivery
• In original, unused condition with all packaging intact
• Accompanied by proof of purchase (order number or receipt)
• Not personalized or custom-made for you

If your return meets these criteria, we will provide a full refund or exchange. Return shipping costs for change of mind returns are the customer's responsibility unless the item was faulty or incorrectly described.

4.2 Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, we will provide a full refund or replacement and cover return shipping costs. Please contact us within 7 days of receiving the item with:

• Your order number
• Photos of the faulty or incorrect item
• Description of the issue

We will arrange return shipping and process your refund or replacement promptly.

4.3 Non-Returnable Physical Items

For hygiene and safety reasons, certain items cannot be returned once opened or used:

• Personal care items that have been opened or used
• Items marked as final sale or clearance
• Personalized or custom products

These items may still be eligible for refund if they are faulty or do not match the description under Australian Consumer Law.

5. Consultation Services Policy

5.1 One-on-One Consultations

Cancellation and refund policies for consultation services are as follows:

• More than 48 hours before appointment: Full refund or rescheduling available
• 24-48 hours before appointment: 50% refund or complimentary rescheduling
• Less than 24 hours before appointment: No refund, but rescheduling may be available at our discretion
• No-show: No refund and no rescheduling

To cancel or reschedule, contact us via email or phone as soon as possible.

5.2 Multi-Session Programs

For programs involving multiple consultation sessions (such as our Premium Evening Routine Program):

• Full refund available if you cancel before the first session and at least 7 days before the program start date
• After the first session, refunds are prorated based on the number of sessions completed
• No refund available after 50% of sessions have been completed

If you need to pause or reschedule sessions due to extenuating circumstances (illness, emergency, etc.), please contact us to discuss options.

6. How to Request a Refund

To request a refund or return, follow these steps:

1. Contact Us: Email us at notifyuse@klexironyeph.world or call +61466082013 with your request
2. Provide Information: Include your order number, purchase date, product or service name, and reason for refund
3. Await Response: We will review your request and respond within 2 business days
4. Follow Instructions: If approved, we will provide instructions for returning physical items or processing the refund
5. Receive Refund: Refunds are processed within 5-10 business days of approval

Please note that refunds are issued to the original payment method used for purchase.

7. Refund Processing

7.1 Timeframe

Once your refund is approved, we will process it within 5-10 business days. The time it takes for the refund to appear in your account depends on your payment provider:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Bank Transfer: 7-14 business days

If you have not received your refund within the expected timeframe, please check with your bank or payment provider before contacting us.

7.2 Refund Method

Refunds are issued to the original payment method used for the purchase. We cannot issue refunds to different payment methods or accounts. If your original payment method is no longer valid, please contact us to arrange an alternative.

7.3 Partial Refunds

Partial refunds may be issued in the following circumstances:

• Prorated refunds for multi-session programs based on sessions completed
• Items returned with damage not caused by defect or transit
• Items returned without original packaging
• Late cancellations as outlined in our consultation cancellation policy

8. Exchanges

We are happy to facilitate exchanges for physical products of equal or greater value. If you wish to exchange an item:

• Contact us within 30 days of delivery
• Ensure the item is in original, unused condition
• Specify which product you would like to exchange it for

We will provide instructions for returning the original item. Once we receive and inspect it, we will ship your replacement. If the replacement item is of greater value, you will be charged the difference. If it is of lesser value, we will refund the difference.

Exchanges are not available for digital products or services.

9. Shipping Costs

9.1 Returns for Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, we will cover all return shipping costs. We will provide a prepaid return label or reimburse your return shipping costs upon receipt of the item.

9.2 Change of Mind Returns

For change of mind returns, you are responsible for return shipping costs. We recommend using a trackable shipping method and retaining proof of postage, as we are not responsible for items lost in return transit.

9.3 Exchanges

For exchanges, you are responsible for return shipping costs for the original item. We will cover shipping costs for sending the replacement item to you.

10. Special Circumstances

10.1 Medical or Emergency Situations

If you need to cancel a service or return a product due to a medical emergency or extenuating circumstances, please contact us as soon as possible. We will work with you to find a reasonable solution, which may include:

• Extending access to digital products
• Rescheduling consultations without penalty
• Pausing multi-week programs
• Providing prorated refunds in exceptional cases

We require documentation of the circumstance (such as a medical certificate) for consideration.

10.2 Technical Issues

If you experience technical difficulties accessing digital products or services due to issues on our end, we will extend your access period or provide a refund. Common technical issues include:

• Inability to download purchased files
• Corrupted or incomplete digital content
• Website or platform downtime preventing access
• Compatibility issues not disclosed at time of purchase

Please contact us immediately if you encounter technical problems so we can resolve them promptly.

11. Non-Refundable Fees

The following fees are non-refundable under all circumstances:

• Processing fees charged by payment gateways or financial institutions
• Shipping costs for originally delivered items (except for faulty or incorrect items)
• Late cancellation or no-show fees for consultations
• Restocking fees for certain physical items, if disclosed at time of purchase

12. Gift Purchases

If you purchased a product or service as a gift:

• The recipient can request a refund or return according to this policy
• Refunds will be issued to the original purchaser's payment method
• Gift recipients cannot exchange for cash value
• Unused gift vouchers may be refundable within 12 months of purchase

13. Damaged or Lost Shipments

13.1 Damaged in Transit

If your item arrives damaged, please contact us within 7 days of delivery with photos of the damage and packaging. We will arrange a replacement or refund at no cost to you.

13.2 Lost in Transit

If your order does not arrive within the expected delivery timeframe, please contact us. We will investigate with the carrier and either resend the item or provide a full refund.

For orders marked as delivered but not received, we may require you to file a claim with the carrier or provide additional information before processing a replacement or refund.

14. Modifications to This Policy

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the modified policy.

Purchases made before policy changes will be subject to the policy in effect at the time of purchase.

15. Contact Us

If you have questions about returns, refunds, or this Return Policy, or if you would like to initiate a return, please contact us:

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM AEST. We aim to respond to all inquiries within 2 business days.

16. Complaints and Disputes

If you are not satisfied with our response to your refund or return request, you may escalate your complaint:

1. Contact our customer service manager by emailing notifyuse@klexironyeph.world with "Complaint" in the subject line
2. We will review your case and respond within 5 business days
3. If you remain unsatisfied, you may contact your relevant consumer protection agency or seek independent legal advice

For disputes involving Australian Consumer Law, you may contact: