Refund policy

Last updated: September 2026. Offered by TOPO 2436 Ltd, company number 16461123, trading as SERUNE®.

Your 30-day First Pack Promise

Serune is a 28-night ritual, and we would rather you gave it the full cycle than judged it on a bad Tuesday. So if your first pack is not right for you, tell us within 30 days of it arriving and we will refund what you paid for it. You do not need to send anything back, and you do not need to explain yourself. Email support@serune.co.uk with your order number and “First Pack Promise” in the subject line. We reply within five working days and usually within two, and process your refund within five working days of confirming it, to the payment method you used. The promise covers the first order of a product, one per person, and it covers the 14-night trial as well as the 28-night pack. It does not cover repeat orders, subscription renewals or gift purchases. It refunds the price of the product only — delivery charges are not refunded under the promise. The First Pack Promise is offered voluntarily, in addition to your legal rights. We may withdraw or change it at any time, and we may decline it where we believe it is being misused. Withdrawing it never affects an order already placed, and it never affects the rights set out below.

Changing your mind

You have a legal right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You can cancel for any reason within 14 days of the day you receive your order, and you then have a further 14 days to send it back. Because Serune is a sealed food product, this right does not apply to a pack whose outer seal has been broken — regulation 28(3)(b) allows us to decline a return on sealed goods that are not suitable for return once unsealed, for health protection and hygiene reasons. If your pack is unopened and sealed, we refund the price and the cost of standard delivery. Return postage is yours, and we recommend a tracked service, as the parcel is your responsibility until it reaches us. Email support@serune.co.uk before sending anything back and we will confirm the return address and what to put with it. Please do not return a pack to the address on the parcel without contacting us first — it may not reach the right place. If you have opened the pack, the First Pack Promise above is the route to use.

Cancelling a subscription is not the same as returning a pack

You can cancel a subscription at any time in your account, in one click, and nothing further is taken. That stops future orders — it does not refund one already dispatched. If a pack has already shipped and you want your money back, use the First Pack Promise if it is your first, or the change-of-mind right above if it is sealed and within 14 days.

Cancelling a pre-order

You can cancel a pre-order at any time before it is dispatched, for a full refund including delivery. Email support@serune.co.uk with your order number. If we ever move the dispatch date, we tell you, and you can cancel for a full refund then too.

If something is wrong with your order

If your order arrives damaged, incomplete or incorrect, email support@serune.co.uk within 14 days of delivery with your order number and a photograph. We send a replacement or refund you, whichever you prefer, and we pay the postage. Nothing here affects your rights under the Consumer Rights Act 2015. If your order has not arrived within 10 working days of the dispatch email, tell us and we will chase the carrier or send a replacement.

Orders outside the United Kingdom

We ship from the United Kingdom. Delivery charges outside the UK are not refunded — not on a change-of-mind return and not under the First Pack Promise. Import duty, tax and customs charges are payable by you, and we cannot calculate, collect or refund them. Where customs refuse, hold or destroy a parcel, the refund position is set out in full in our Delivery policy.

Refunds

Refunds go to the original payment method. Where a return is involved, we refund within 14 days of receiving the goods back or of you showing proof of postage, whichever is sooner. Upgraded delivery is not refunded on a change-of-mind return. If you chose Express, Priority or DPD (or any shipping out of the UK) rather than standard delivery, you keep the upgrade — you asked us to send it faster and we did.