General Terms and Conditions of Sale
Last updated: 15/03/2026
1. Scope
These general terms and conditions govern all sales made on the MAISON SERENA website between the company and its customers.
2. Products
The products offered are those shown on the website, subject to availability. Photographs are as accurate as possible but are not contractually binding.
Important: Color variations due to lighting, screen settings, or digital rendering cannot constitute grounds for a claim, cancellation, or refund if they do not affect the quality or conformity of the product.
3. Price
Prices are shown in euros (€), inclusive of all taxes, excluding delivery charges. MAISON SERENA reserves the right to change its prices at any time, but products are billed at the price in effect at the time the order is validated.
4. Orders
Placing an order implies acceptance of these terms and conditions. Customers receive a confirmation email after payment. MAISON SERENA reserves the right to refuse or cancel any order in the event of an existing dispute.
5. Payment
Secure payments are accepted by credit card, Bancontact, Apple Pay and Google Pay. The charge occurs upon order confirmation.
6. Delivery
See our Shipping Policy for full details regarding delivery times, zones and charges.
7. Right of withdrawal
In accordance with European Directive 2011/83/EU, you have 14 calendar days from receipt to withdraw from the contract. Products must be returned new, unused, and in their original packaging. Return shipping costs are the responsibility of the customer.
8. Refunds
After receiving and verifying the return, refunds are processed within a maximum of 14 days via the original payment method.
9. Defective Products
MAISON SERENA is committed to replacing or refunding any defective or non-compliant product at no cost to the customer.
Acknowledged defects
- Torn or unstitched seams
- Broken zippers
- Tears in the fabric or leather
- Missing elements (straps, hooks, pockets, etc.)
Not considered defects
- Slight color variations
- Natural leather markings
- Material variations
- Creases due to transport
- Normal wear and tear
- Misuse by the customer
- Damage caused by third parties or the carrier
Reporting deadline
Orders must be submitted within 48 hours of receipt via contact.proserena@gmail.com with the order number, a description of the defect, and clear photos. After this period, orders are considered compliant.
Treatment
MAISON SERENA prioritizes replacement. A credit note or a partial/full refund may also be granted. Return shipping costs are covered by MAISON SERENA for verified defects.
10. Legal Guarantee
The products benefit from a 2-year legal guarantee of conformity in accordance with Belgian and European legislation (Directive 2019/771).
11. Responsibility
MAISON SERENA cannot be held liable for indirect damages. Liability is limited to the amount of the order.
12. Personal Data
The data is processed in accordance with the GDPR (EU 2016/679). See our Privacy Policy .
13. Intellectual Property
All elements of the site are protected and constitute the exclusive property of MAISON SERENA.
14. Applicable Law & Jurisdiction
These terms and conditions are governed by Belgian law. All disputes fall under the exclusive jurisdiction of the Belgian courts where MAISON SERENA's registered office is located.