Terms of service
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Last updated: 12 June 2026
Overview
Welcome to SerenQ! The terms "we", "us" and "our" refer to SerenQ. SerenQ operates this store and website, including all related information, content, features, tools, products and services, in order to provide you, the customer, with a curated shopping experience (the "Services"). SerenQ is powered by Shopify, which enables us to provide the Services to you.
The below terms and conditions, together with any policies referenced herein (these "Terms of Service" or "Terms") describe your rights and responsibilities when you use the Services.
Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability.
By visiting, interacting with, or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms of Service or our Privacy Policy, you should not use or access our Services.
Nothing in these Terms is intended to limit any rights you may have under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or the Protection of Personal Information Act 4 of 2013 ("POPIA") that cannot lawfully be excluded or limited.
Section 1 โ Access and Account
By agreeing to these Terms of Service, you represent that you are at least 18 years old (the age of majority in the Republic of South Africa) or the age of majority in your country of residence, and that you have given us your consent to allow any of your minor dependents to use the Services on devices you own, purchase, or manage.
To use the Services, including accessing or browsing our online store or purchasing any of the products or services we offer, you may be asked to provide certain information, such as your name, email address, billing, payment, and shipping information. You represent and warrant that all information you provide is correct, current, and complete, and that you have all rights necessary to provide this information.
You are solely responsible for maintaining the security of your account credentials and for all account activity. You may not transfer, sell, assign, or license your account to any other person.
1.1 Signing In with Facebook, Google, or Other Third-Party Accounts
If you choose to create an account or log in using a third-party identity provider (such as Facebook or Google), you authorize us to access and use certain information from that account โ typically your name, email address, and profile picture โ to create and manage your SerenQ account.
Your use of any third-party login service is also governed by that provider's own terms of service and privacy policy. We are not responsible for the practices of these third-party providers. You can review what information is shared with us, and manage or revoke that access, through your account settings on the relevant third-party platform (e.g. Facebook or Google account settings).
Section 2 โ Our Products
We have made every effort to provide an accurate representation of our products and services in our online store. However, colors or product appearance may differ from how they appear on your screen due to your device and its settings.
We do not warrant that the appearance or quality of any products purchased by you will be identical to how they are depicted in our online store.
All product descriptions are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product at any time and may limit quantities offered to any person, geographic region, or jurisdiction.
Section 3 โ Orders
When you place an order, you are making an offer to purchase. SerenQ reserves the right to accept or decline your order for any reason, at its discretion. Your order is not accepted until SerenQ confirms acceptance, and we must receive and process your payment before your order is accepted. Please review your order carefully before submitting, as we may be unable to accommodate cancellation requests after an order is accepted. If we do not accept, change, or cancel an order, we will attempt to notify you using the contact details provided at the time the order was made.
Cooling-off period: If you are a consumer contracting with us electronically (e.g. via our website), you may, in certain circumstances, have the right under the Electronic Communications and Transactions Act to cancel your order within 7 (seven) days of receiving the goods, without reason or penalty, save for the direct cost of returning the goods. This right does not apply to certain categories of goods (such as perishable, personalized, or hygiene-sealed items that have been opened). Your return and refund rights are further set out in our Refund Policy.
You represent and warrant that your purchases are for your own personal or household use and not for commercial resale or export, unless otherwise agreed with us in writing.
Section 4 โ Prices and Billing
Prices, discounts, and promotions are subject to change without notice. The price charged will be the price in effect at the time the order is placed, as set out in your order confirmation email. Unless expressly stated otherwise, posted prices do not include taxes, shipping, handling, customs, or import charges.
Prices in our online store may differ from prices in physical stores or other online stores. Promotions may be governed by separate terms; where there is a conflict between promotion terms and these Terms, the promotion terms will govern.
You agree to provide current, complete, and accurate purchase, payment, and account information, and to promptly update this information as needed. You represent and warrant that (i) any payment information you provide is true, correct, and complete; (ii) you are duly authorized to use the relevant payment method; (iii) charges incurred by you will be honored by your payment provider; and (iv) you will pay all charges incurred at the posted prices, including shipping, handling, and applicable taxes.
Section 5 โ Shipping and Delivery
We are not liable for shipping and delivery delays. All delivery times are estimates only and are not guaranteed. We are not responsible for delays caused by shipping carriers, customs processing, or events outside our control. Once we hand products to the carrier, risk of loss passes to you, save where applicable law provides otherwise.
Section 6 โ Intellectual Property
Our Services โ including all trademarks, brand assets, text, images, graphics, product reviews, video, and audio, and the design, selection, and arrangement thereof โ are owned by SerenQ, its affiliates, or licensors, and are protected by South African and applicable international intellectual property laws.
These Terms permit you to use the Services for your personal, non-commercial use only. You must not reproduce, distribute, modify, create derivative works of, publicly display, republish, download, store, or transmit any material on the Services without our prior written consent. Nothing in these Terms grants you any license or rights under any patent, trademark, copyright, or other intellectual property of SerenQ, Shopify, or any third party, except as expressly stated. All rights not expressly granted are reserved by SerenQ.
SerenQ's names, logos, product names, designs, and slogans are trademarks of SerenQ or its affiliates or licensors and may not be used without our prior written permission. Shopify's name, logo, and related marks are trademarks of Shopify. All other names, logos, and marks on the Services belong to their respective owners.
Section 7 โ Optional Tools
You may be provided with access to tools offered by third parties as part of the Services, which we neither monitor nor control.
You acknowledge that we provide access to such tools "as is" and "as available" without warranties or endorsement of any kind, and we shall have no liability arising from your use of such optional third-party tools. Any use of these tools is entirely at your own risk, and you should review the relevant third party's own terms.
Any new features or tools we may offer in future will also be deemed part of the Services and subject to these Terms.
Section 8 โ Third-Party Links
The Services may contain links to websites or platforms operated by third parties (including embedded third-party functionality). We are not responsible for examining or evaluating the content or accuracy of any third-party materials, and accessing them is entirely at your own risk.
We are not liable for any harm related to your access to, or use or purchase of, products or services from third-party websites. Please review the relevant third party's own policies before transacting with them. Complaints regarding third-party products or services should be directed to that third party.
Section 9 โ Relationship with Shopify
SerenQ is powered by Shopify, which enables us to provide the Services to you. Any sales and purchases you make through our store are made directly with SerenQ. Shopify is not responsible for any aspect of sales between you and SerenQ, including any injury, damage, or loss resulting from purchased products or services. You release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your purchases and transactions with SerenQ.
Section 10 โ Privacy
All personal information we collect through the Services is processed in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") and our Privacy Policy. Certain personal information may also be subject to Shopify's own privacy policy.
Because the Services are hosted by Shopify, Shopify collects and processes personal information about your access to and use of the Services in order to provide and improve the Services. Information you submit may be transmitted to and shared with Shopify and other third parties, including parties located in countries other than where you reside, in order to provide the Services to you. Please review our Privacy Policy for full details on how we, Shopify, and our partners process your personal information.
By using the Services, you acknowledge that you have read and understood our Privacy Policy.
Section 11 โ Feedback
If you submit, post, or transmit any ideas, suggestions, reviews, or other content ("Feedback"), you grant us a perpetual, worldwide, sublicensable, royalty-free license to use, reproduce, modify, publish, distribute, and display such Feedback for any purpose, including commercial use, such as operating, improving, and promoting the Services.
You represent and warrant that (i) you own or have the necessary rights to all Feedback you submit; (ii) you have disclosed any compensation or incentive received in connection with the Feedback; and (iii) your Feedback complies with these Terms. We are under no obligation to keep Feedback confidential, compensate you for it, or respond to it.
We may, but are not obligated to, monitor, edit, or remove Feedback that we determine, in our sole discretion, to be unlawful, offensive, defamatory, obscene, or otherwise objectionable, or that violates any party's rights or these Terms.
You agree that your Feedback will not violate any third party's rights (including copyright, trademark, or privacy rights), and will not contain unlawful, abusive, or obscene content, or any virus or malware. You may not use a false identity or otherwise mislead us or third parties about the origin of any Feedback. You are solely responsible for your Feedback and its accuracy, and we assume no liability for Feedback posted by you or any third party.
Section 12 โ Errors, Inaccuracies, and Omissions
Occasionally, information on the Services may contain typographical errors, inaccuracies, or omissions relating to product descriptions, pricing, promotions, shipping charges, transit times, and availability. We reserve the right to correct any such errors and to change, update, or cancel orders if information is found to be inaccurate, at any time and without prior notice (including after an order has been submitted).
Section 13 โ Prohibited Uses
You may access and use the Services for lawful purposes only. You may not use the Services to: (a) engage in any unlawful or malicious activity; (b) violate any applicable laws or regulations; (c) infringe our intellectual property rights or those of others; (d) harass, abuse, defame, or harm any person, including our employees; (e) transmit false or misleading information; (f) send material that does not comply with these Terms; (g) send unsolicited advertising, "junk mail," or "spam"; (h) impersonate any person or entity; or (i) engage in conduct that restricts or inhibits anyone's use of the Services, or which may harm SerenQ, Shopify, or other users.
In addition, you agree not to: (a) upload viruses or malicious code; (b) reproduce, duplicate, copy, extract, sell, or exploit any part of the Services without permission; (c) collect or track the personal information of others; (d) spam, phish, or pretext the Services; (e) use bots, scrapers, automated data-gathering tools, or AI agents to access the Services, except as permitted under Section 14; or (f) interfere with, bypass, or circumvent any security or access-control measures we employ.
We reserve the right to suspend, disable, or terminate your account at any time, without notice, if we determine you have violated these Terms.
Section 14 โ Agents
14.1 This section ("Agent Terms") applies if you use, allow, enable, or cause the deployment of an Agent to access, use, or interact with any Services. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity, and that can be executed on a person's behalf or device without direct supervision.
14.2 No Agent may access, use, or interact with the Services unless it identifies itself and operates strictly in accordance with Section 14.4. No Agent may access the Services if we have requested that it refrain from doing so.
14.3 We may limit, including by technical measures, whether and how any Agent accesses, uses, or interacts with the Services.
14.4 Agents must: (i) identify themselves as an Agent in all HTTP/HTTPS requests by including "Agent/[agent name]" in the request's user agent string; (ii) not conceal or obfuscate that interactions are from an Agent, including by mimicking human behavior or bypassing CAPTCHAs; (iii) respond truthfully to any question seeking to determine whether interactions are from a human or a computer; and (iv) not circumvent any measure intended to control how Agents access or use the Services.
Section 15 โ Termination
We may terminate this agreement or your access to the Services (or any part of them) at our sole discretion, at any time, without notice, and you will remain liable for all amounts due up to and including the date of termination.
The following sections survive termination: Intellectual Property, Feedback, Termination, Disclaimer of Warranties, Limitation of Liability, Indemnification, Severability, Waiver, Entire Agreement, Assignment, Governing Law, Privacy, and any other provisions that by their nature should survive.
Section 16 โ Disclaimer of Warranties
The information presented on the Services is made available for general information purposes only. We do not warrant the accuracy, completeness, or usefulness of this information, and any reliance you place on it is at your own risk.
Except as expressly stated by SerenQ, and to the extent permitted by applicable law, the Services and all products offered through them are provided "as is" and "as available," without representations, warranties, or conditions of any kind, whether express or implied, including implied warranties of merchantability, quality, fitness for a particular purpose, durability, title, and non-infringement. We do not guarantee that your use of the Services will be uninterrupted, timely, secure, or error-free.
Nothing in this section excludes or limits any warranty, condition, guarantee, or right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, including the implied warranty of quality under section 56 of the CPA, which entitles consumers to certain remedies in respect of defective goods purchased within the applicable statutory period.
Section 17 โ Limitation of Liability
To the fullest extent permitted by law, SerenQ, our partners, directors, officers, employees, affiliates, agents, contractors, service providers, and licensors โ and those of Shopify and its affiliates โ shall not be liable for any indirect, incidental, punitive, special, or consequential damages of any kind, including lost profits, lost revenue, lost savings, or loss of data, arising from your use of the Services or any products procured through them, whether based in contract, delict (tort), strict liability, or otherwise, even if advised of the possibility of such damages.
This limitation does not exclude or limit any liability that cannot lawfully be excluded or limited under the Consumer Protection Act 68 of 2008 or any other applicable law, including liability for harm caused by supplying unsafe goods, a product failure, defect, or hazard, or inadequate instructions or warnings, as contemplated in section 61 of the CPA.
Section 18 โ Indemnification
You agree to indemnify, defend, and hold harmless SerenQ, Shopify, and our respective affiliates, partners, officers, directors, employees, agents, contractors, licensors, and service providers from any losses, damages, liabilities, or claims, including reasonable legal fees, arising from or related to: (1) your breach of these Terms or any document incorporated by reference; (2) your violation of any law or the rights of a third party; or (3) your access to and use of the Services.
We will notify you of any indemnifiable claim, although a delay in notification will not relieve you of your obligations unless you are materially prejudiced as a result. We may control the defense and settlement of such a claim at your expense, but will not settle any claim requiring non-monetary obligations from you without your consent (not to be unreasonably withheld). You agree to cooperate with the defense of any indemnified claim, including by providing relevant documents.
Section 19 โ Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be severed, without affecting the validity and enforceability of the remaining provisions.
Section 20 โ Waiver; Entire Agreement
Our failure to exercise or enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
These Terms, together with any policies or operating rules posted by us, constitute the entire agreement between you and us regarding your use of the Services, superseding any prior agreements, communications, or proposals, whether oral or written (including any prior versions of these Terms).
Any ambiguity in the interpretation of these Terms shall not be construed against the drafting party.
Section 21 โ Assignment
You may not delegate, transfer, or assign this agreement or any of your rights or obligations under these Terms without our prior written consent, and any such attempt will be null and void. We may transfer, assign, or delegate these Terms and our rights and obligations without consent or notice to you.
Section 22 โ Governing Law
These Terms, and any separate agreements under which we provide you Services, are governed by and construed in accordance with the laws of the Republic of South Africa, without regard to conflict of law principles. You and SerenQ consent to the non-exclusive jurisdiction of the South African courts (including the High Court of South Africa, Gauteng Division) in respect of any dispute arising from these Terms, without prejudice to any right you may have to bring proceedings in your own jurisdiction under applicable consumer protection law.
Section 23 โ Headings
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
Section 24 โ Changes to Terms of Service
You can review the most current version of these Terms at any time on this page. We reserve the right, in our sole discretion, to update, change, or replace any part of these Terms by posting updates on our website. It is your responsibility to check our website periodically for changes. We will notify you of any material changes as required by applicable law, and such changes will take effect on the date specified in the notice. Your continued use of the Services after changes are posted constitutes your acceptance of those changes.
Section 25 โ Contact Information
Questions about these Terms of Service should be sent to us at:
SerenQ
Hello@SerenQ.co.za
217 Lochner Road, Centurion, Gauteng, 0157, South Africa
Phone: 0703230500