Shipping & Returns

Last modified on: October 22, 2024

 

  • We offer free shipping on all orders from €150. 
  • Returns can easily be managed through our return portal.
    A small fee is charged for returning an item. 
    To return furniture or lighting, please contact our customer service.
     

1 Delivery

1.1. We will process every order as soon as possible. We only ship to the countries listed in the table below. At the moment we do not offer any express shipping options. We offer free shipping on all orders from €150. We make all reasonable efforts to deliver Your order within the following delivery lead times: 

Country

Home delivery

Delivery lead times

BELGIUM

 €                  15

1-2 business days

LUXEMBOURG

 €                  16

2-3 business days

NETHERLANDS

 €                  16

2-3 business days

GERMANY

 €                  16

2-3 business days

FRANCE

 €                  20

2-3 business days

ITALY

 €                  20

3-4 business days

SPAIN

 €                  20

3-4 business days

PORTUGAL

 €                  20

3-4 business days

AUSTRIA

 €                  20

3-4 business days

DENMARK

 €                  25

3-4 business days

FINLAND

 €                  25

3-4 business days

SWEDEN

 €                  25

3-4 business days

BULGARIA

 €                  25

3-4 business days

KROATIA

 €                  25

3-4 business days

ESTONIA

 €                  25

3-4 business days

GREECE

 €                  25

3-4 business days

HUNGARY

 €                  25

3-4 business days

IRELAND

 €                  25

3-4 business days

LATVIA

 €                  25

3-4 business days

LITHUANIA

 €                  25

3-4 business days

POLAND

 €                  25

3-4 business days

ROMANIA

 €                  25

3-4 business days

SLOVAKIA

 €                  25

3-4 business days

SLOVENIA

 €                  25

3-4 business days

CZECH REPUBLIC

 €                  25

3-4 business days

ANDORRA

 €                  30

3-4 business days

GUERNSEY

 €                  30

3-4 business days

SAN MARINO

 €                  30

3-4 business days

 

1.2. For selected furniture orders, please note that the standard delivery lead times mentioned in section 1.1 do not apply. Instead, the minimum delivery time for these furniture items is 2-3 weeks. These orders are delivered with a White Glove delivery service, ensuring careful delivery and installation. Please be aware that delivery for these orders is subject to certain conditions.

1.3. It is Your responsibility to enable delivery at the agreed place in Your presence or in the presence of a third party designated by You. There is a delivery as soon as the ordered Products have been offered to You once. If an offered delivery is unsuccessful due to a shortcoming on Your part or due to a shortcoming on the part of a third party designated by You, We shall propose a new delivery date.

1.4. We call upon reliable external parties for the delivery, in particular UPS. The use of external parties can have an influence on the delivery. As a result of an undelivered sent order, an investigation will immediately be carried out at the carrier. This takes several days and no refund or other shipment can be made.

1.5. If We are unable to deliver the Products at the agreed time or within 30 calendar days, You shall request delivery within an additional period which is appropriate to the circumstances. If We fail to deliver within the additional period You will be entitled to terminate the Agreement. In such a case of termination We will refund all amounts paid as soon as possible and at the latest within fourteen (14) calendar days after termination of the Agreement. Exceeding the delivery lead times does not give rise to any other compensation. 

1.6. Until the moment of full payment, the delivered Products remain Our exclusive property. However, the risk of loss or damage is transferred to You as soon as You (or a third party designated by You) have taken physical possession of the Products. Please note, however, that although You will retain ownership of the Product after full payment, You will not retain Our intellectual property rights (as referred to in Clause 13 (Intellectual Property)). Such intellectual property rights will remain vested in Us or Our licensors at all times.

1.7. You undertake, if necessary, to draw the attention of third parties to Our above retention of title, e.g. to any person who would seize items that have not yet been paid for in full. In this regard, You undertake to inform Us immediately in writing of any seizure by a third party of the delivered Products.

 

2 Right of withdrawal

2.1. On the basis of the right of withdrawal, You may still renounce the purchase within fourteen (14) days from the day following the delivery of the Product. You are not obliged to pay any compensation or give a reason. Of course We would like to hear Your feedback so that We can improve Our service.

2.2. If You have ordered several Products to be delivered separately, the revocation period will commence as soon as You, or a designated third party other than the carrier, takes physical possession of the last Product delivered.

2.3. If the Agreement has been concluded for a regular delivery of Products during a certain period, the revocation period shall start as soon as You, or a designated third person other than the carrier, takes physical possession of the first Product.

2.4. If You wish to exercise the right of withdrawal, You shall request the return of the Product via the return portal before the expiry of the withdrawal period.

2.5. If You invoke Your right of revocation in accordance with these Terms of Sale and the legal provisions, We will refund You the amount actually paid. We will refund You by the same means of payment with which You made the original transaction, unless You have expressly agreed otherwise. In any case, no charge will be made for the refund. We may wait with this refund until We have received the Products back.

2.6. We will reimburse all payments We have received from You, excluding delivery costs.

2.7. If You exercise Your right of withdrawal, You will bear the cost of returning the Products. You shall take all reasonable measures to ensure that the Products reach Us in good condition. You have a period of fourteen (14) days following the day of the request for return, to return the Products in their original packaging. After registering Your return via our return portal, a return label will be provided to You, valued at €8. This amount will be deducted from the refund You receive once Your return is processed.

2.8. We only accept returns for products that are in a new and unused condition, in perfect state, with all protective materials in place, and the original labels and packaging fully intact. Products showing signs of use, where labels have been removed, or original packaging is damaged may not be eligible for return. Please ensure that all labels are still attached to the products, and that the original packaging is undamaged. If the product is not returned in its original condition, we reserve the right to reject the return or charge a restocking fee.

2.9. You have no right of withdrawal in the following cases: 

  • The supply of goods which are made to the Consumer’s specifications, or are clearly personalized (Article VI.53, 3° Code of Economic Law);
  • The supply of goods that spoil quickly or have a limited preservability (Article VI.53, 4° Code of Economic Law);
  • The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (Article VI.53, 5° Code of Economic Law).

2.10. The Consumer is liable for any reduction in the value of the Products resulting from the handling of the Products that goes beyond what is necessary to determine the nature, characteristics and functioning of the Products. We are entitled to charge the cost of the reduction in value in proportion to the reimbursement.

     2.11. If a package is automatically returned by UPS due to an incorrect address or because it was not picked up at a pickup point, the package will be processed as a return and it is not possible to resend the package to the customer. The order amount will be refunded minus the shipping and return costs. If no shipping costs were paid when placing the order, only the return costs will be deducted from the refunded amount. We recommend that the customer places the order again, carefully checks the address, and closely monitors the track & trace information.

    2.12. For White Glove furniture and lighting orders: if the customer does not respond to the delivery service's attempts to schedule a delivery, the order will be returned to us after several attempts. In such cases, the order will be processed as a return, and resending the order will not be possible. The order amount will be refunded, minus the return costs.

    3 Customer service

    3.1. We strive to keep Our customers satisfied. Our customer service is therefore available to You by email at hello@serax.com or through our on-site chat. Any questions, complaints or remarks about Products, the ordering process or the use of the weshop can be directed to this address. You can reach our customer service team from Monday to Friday from 9am to 4.30pm CEST.

     

    4 Liability

    4.1. To the extent permitted, We cannot be held liable for indirect and consequential damages. Unless excluded by mandatory law, We shall only be liable for damage caused by Our failure to comply with Our obligations if and to the extent such damage is caused by Our willful and serious fault. We are not liable for any other errors.

    4.2. Nothing in these Terms of Sale is intended to exclude or limit your statutory rights. Furthermore, nothing in these Terms of Sale is intended to limit or exclude Our liability for death or personal injury caused by Our negligence (including that of Our employees); or for fraud or fraudulent misrepresentation.

    4.3. Should We nevertheless be held liable, the amount of compensation shall be limited to the total amount paid by You for the Products purchased.

     

    5 Force majeure

    5.1. We shall not be responsible for compliance with Our obligations under these Terms of Sale in the event of force majeure. Force majeure shall be understood to mean a situation in which the performance of Our obligations is wholly or partially, temporarily or otherwise, prevented by circumstances beyond Our control.

    5.2. In the event of force majeure, these obligations shall be suspended and We shall make all reasonable efforts to limit the consequences of the force majeure situation. In case the Force Majeure lasts longer than two (2) months, either Party shall be entitled to terminate the Agreement by giving written notice to the other Party, without the Parties owing each other any compensation (except for the reimbursement of the Products paid by You and not provided).