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General Information - My-Serenity | Safe Home SA

General Information

Table des matières

  1. Payment methods
  2. Delivery information
  3. Returns and cancellations policy
  4. Products Warranty Information
  5. ORDEA information
  6. Terms and Conditions
  7. ISO certification

Payment methods

For all of our secure online transactions we use the following methods:

  • Mastercard
  • Visa
  • PostFinance Card
  • PostFinance e-finance
  • Invoice*

SWISSBILLING SA is a service that allows you to receive your order with an invoice in a simple and secure way.
The Invoice will be sent from SWISSBILLING separetaly from your order, per email or regular mail, depending on your choice. SWISSBILLING’s services are based on a fix fee and your maximum order is CHF 850.00. The invoice is payable within 14 days. For security matters, shipping address and billing address have to be identical. SWISSBILLING keeps the right to have a credit check control done trough it’s partner CRIF AG in Zurich (Tel.: 0848 333 222, www.crif.ch).

Delivery information

Swiss delivery charges:

Client Price VAT
Delivery methodDeadlineAny order
PriorityD +1CHF 12.00
StandardD +2CHF 10.00

You may note that any packages delivered in Switzerland follow the charges table above. The priority method will allow one day for delivery, whereas the standard /economic method will deliver the order in a period of two days. Delivery only in Switzerland.

Returns and cancellations policy

You may cancel your order by giving us notice of cancellation within 7 working days of the date of delivery; the price offered on the goods remains valid for this period. Such notice may be given by emailing at info@my-serenity.ch or writing to MY-SERENITY Customer Support, by post at the office address: SH Safe Home SA, rue de Genève 70, 1004 Lausanne or through our contact page on MY-SERENITY website (www.my-serenity.ch). On cancellation, you must return the goods to us at your cost and provide the original copy of your MY-SERENITY invoice or receipt. All goods must be returned in their original packaging and both the goods and packaging must be undamaged and fit for re-sale (please refer to our packaging guidelines outlined below).

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item, but you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost.

If you believe you have faulty goods within 7 working days of the date of delivery, please first contact us during working hours on the number specified on the website (www.my-serenity.ch) – standard national call rates apply. We may be able to resolve your problem over the telephone. If the problem cannot be resolved, we will either:

a. Arrange to replace your goods for you. We will need to receive your faulty items prior to shipping a replacement, and a freepost address will be provided. All returned goods will be fully tested before a replacement is issued – we will endeavour to do this within 72 hours of receipt.

b. Arrange a full refund for you. We will need to receive your faulty items prior to issuing a refund, and a freepost address will be provided. All returned goods will be fully tested before a refund is issued – we will endeavour to do this within 72 hours of receipt.

If the item is shipped as used and is defective or damaged upon receipt, the buyer should report the defect/damage to us within 14 days of receipt and make return arrangements. If the item becomes defective more than 30 days after shipment and is under warranty, we will replace it.

If the goods are proven to be in good working order after testing, a refund will not be paid and we will arrange to return the goods to you, the cost of postage and packaging being payable by you in advance.

Please note: Goods which have been damaged due to the inability to follow the supplied installation instructions correctly will not be deemed as faulty goods. A replacement or refund will not be provided. Replacement of broken parts may be offered at the discretion of the senior management of SH Safe Home SA. MY-SERENITY is a brand of SH Safe Home SA.

Packaging Guidelines

Please note that it is in the interest of all parties to ensure that any goods being returned to us are sufficiently packaged and cushioned to provide protection against any reasonably predictable shocks, puncturing, scratching and/or damage that may occur during carriage, handling and/or sorting.

In the event that MY-SERENITY (SH Safe Home SA) reasonably considers that the goods are damaged during carriage, handling and/or sorting due to insufficient or improper protective packaging by you, then SH Safe Home SA shall not be liable for any loss and/or damage to those good and shall be entitled to reject any goods that do not meet the criteria laid out above. If we have cause to reject any goods, then we shall return those goods to you.

Use our Return Form.

Products Warranty Information

View Warranty Information here.

ORDEA information

MY-SERENITY compliances with Ordinance on the return, the taking back and the disposal of electrical and electronic appliances (ORDEA). This symbol on electrical and electronic equipment indicates that at the end of its life, it should NOT be treated as household waste and must be return to a collection facility designed by ORDEA. If this waste is not disposed of correctly, there could be potential harm to your health and the environment.


To ensure safe treatment and to help increase re-use and recycling, we offer a free disposal service* for waste electrical products. Any waste or unused electrical or electronic item can be sent back to us for practical purpose if you purchase a similar new item from us. Once you have purchased a new item, simply return the similar waste product with your name & contact details to MY-SERENITTY at: SH Safe Home SA, rue de Genève 70, 1004 Lausanne. Alternatively if you are not purchasing a similar replacement item, then you should take the waste electrical product to the nearest local recycling / collection facility designated for ORDEA.


*To take advantage of the free disposal service you will need to pay for the delivery of the item.

Terms and Conditions

View Terms and Conditions here.

ISO certification

SH Safe Home SA is accredited to the Quality Management Standard ISO 9001:2015.