Return Policy

At Serene Lake Living we want you to be happy with your purchases and so do our Manufacturers. All of our manufacturers have strict quality control procedures and practices in place to ensure that their products are complete and 100% damage free when they are shipped to you. Product mages shown are portrayed to be accurate and correct for all items we offer. To keep your costs and ours lower, many of our Manufacturers have very strict No Return Policies for their products. As Authorized Dealers/Retailers for these Manufacturers, Serene Lake Living is bound by agreement to follow and honor these policies. Please be certain that the Style, Size, & Color of the item is correct prior to purchase. We will not honor or accept returns due to remorse of purchase, or incorrect style/sizes/colors chosen at time of purchase. In the extremely rare event that an incorrect item (other than the item purchased) was shipped to the customer, Serene Lake Living will replace the incorrect item with the correct item # ordered including shipping charges and will schedule redelivery and pick-up of incorrect item. It is Customer's responsibility to ensure the incorrect item is correctly re-packaged in it's original shipping carton and packaging if opened, ready for pick-up. All products are covered by their respective Manufacturer's Warranty against  defects in materials and workmanship. Warranty claims are to be made with the Manufacturer.

Serene Lake Living/SereneLakeLiving.com will not process any returns for the following Manufacturers:

  • Amantii Electric Fireplaces
  • Beefeater Barbeques
  • CHF
  • CVC
  • JDS
  • Million Dollar Rustic
  • Montana Woodworks
  • RWD
  • Sunny Designs
  • TLG

 

Products by Manufacturers not listed above will be charged a 20% Restocking Fee, and Customer is responsible for all return shipping costs. All returns must be in their original packaging and cartons including all included paperwork/manuals, and must include a Return Authorization Number (RA# obtained by filling out our Product Return form). Products that are not returned in their original packaging/cartons or those not including an RA# will be refused and returned to Customer at their own expense.

Freight Claims Guidelines
• Be aware of your carrier's freight claims guidelines. If you do not know, ask them.
• Note (write) on all shipments: Subject to concealed damage. Do this even if exterior of carton appears undamaged.
• Note exceptions of known or visible damage or shortage on the delivery receipt at the time of delivery. Note if the shipment is accepted or refused. If refused, Customer should file a claim for damages with the delivering Carrier within 48 hours of delivery.
• If concealed damage is found after the shipment was delivered, notify us immediately, set the product aside and contact the carrier to report the damage and request an inspection. Take pictures.
• If you are filing a claim, the damaged goods, including all packaging must be kept until the claim is processed by the carrier.
• Report all instances of damage or shortage to the carrier as soon as possible, generally within 48 hours unless otherwise noted.
• When filing a claim, you are responsible for proving what items were damaged or short, and the dollar value of the lost or damaged goods.
• The invoice must be paid in full in order for the carrier to review the claim.

Serene Lake Living, SereneLakeLiving.com is not liable to make customer whole, or for replacement costs, shipping costs, or any other costs that arise out of freight damage by the Carrier.

 

 Please contact us via our Product Return form for a return authorization number (RA#) and to ensure that it is not a final sale item.  You must write this number on the outside of the box in order for your return to be accepted. After 15 days, all sales are final. Unfortunately, we do not provide refunds/credits for shipping/handling charges for returns over 15 days or final sale products.

SereneLakeLiving.com requires that merchandise be returned in its original condition and packaging, meaning that the merchandise is unworn, unused, unwashed, and in original packaging and that you include a copy of the invoice or packing slip with your reason for return. 

Items returned without a return authorization number, past 15 days, or not in original condition will be returned to customer at the customer's expense.

We are not responsible for shrinkage or bleeding as a result of washing your item(s).

The following items are not returnable/exchangeable under any circumstances: 

Custom Ordered Cushions, Personalized (unless incorrect spelling) and "Made to Order" items.

Shipping charges incurred for exchanges will be billed to customer who placed the original order unless otherwise specified. Credits to credit cards take approximately two weeks to process from the time the return is received and processed.

Canceled or modified orders must be done as soon as possible. Call or email your request, we will do everything we can to assist you. If the order has been shipped we will not be able to cancel or modify the order, it would then be the customer's responsibility to send the package back to SereneLakeLiving.com and the original return policy will be applied.

 

PLEASE NOTE: All "Final Sale" and "Custom Order" merchandise is Final Sale, NO RETURNS, NO EXCHANGES.

For any questions please call us at (800)840-6280 or send email to returns@serenelakeliving.com. For all preturns, please use our Product Returns form.