Last updated: 19 June 2022
Serena AS (company number ( 923 795 189) (“us”, “our”, “we”, “Serena”) is the controller of your personal data collected through the Website. Serena is committed to protecting and respecting your privacy.
The Website is not intended for children and we do not knowingly collect personal data relating to children.
WHAT INFORMATION CAN WE COLLECT?
The personal data we collect from you may include:
- Identity Data: which includes your full name.
- Contact Data: which includes your billing address, delivery address and e-mail address.
- Financial Data: which includes bank account and payment card details.
- Transaction Data which includes details about payments to and from you and other details or services you have purchased from us.
- Technical Data: which includes your IP address, operating system, browser type and browser version.
- Usage Data: which includes information about how you use the Website and our products and services.
- Marketing and Communications Data which includes your preferences in receiving marketing from us and our third parties.
HOW IS YOUR PERSONAL INFORMATION COLLECTED?
INFORMATION YOU GIVE TO US
When you use the Website to complete a form, contact us by email or by post, report a problem with a Website, or offer your information to us in any way, we may collect, store and use the personal data that you disclose to us.
It is important that the personal data we hold about you is accurate and current. If you want to update the information you have previously given to us, please contact us on email@example.com
THIRD PARTIES OR PUBLICLY AVAILABLE SOURCES
We may also receive personal data about you from various third parties, and public sources, such as: analytics providers, advertising networks and search information providers.
HOW AND WHY DO WE USE/SHARE YOUR PERSONAL DATA?
LAWFUL BASIS FOR PROCESSING YOUR INFORMATION
We will only use your personal data when the law allows us to. Most commonly we will use your personal data in the following circumstances:
- Where you have asked us to do so, or consented to us doing so;
- Where we need to do so in order to perform a contract we have entered into with you;
- Where it is necessary for our legitimate interests (or those of a third party) and your fundamental rights do not override those interests;
- Where we need to comply with a legal or regulatory obligation.
- Here are some examples about how we may use the information we collect about you and the lawful basis we rely on to do so.
We may use your personal data to contact you about our latest news, our products or our services (we call this marketing). You will receive marketing communications from us if you have: subscribed to receive marketing communications from us; or purchased our products or services, and you have not opted out of receiving that marketing when we you provide us with your email address.
To unsubscribe from marketing emails at any time, please click on the unsubscribe link at the bottom of any marketing email, or you can also contact us by email on firstname.lastname@example.org
We will get your express opt-in consent before we transfer your personal data to any third party for its own marketing purposes.
SHARING YOUR PERSONAL DATA
Depending on how and why you provide us with your personal data we may share it in the following ways:
Our service providers provide us with a variety of administrative, statistical, and technical services. We will only provide service providers with the minimum amount of personal data they need to fulfil the services we request, and we stipulate that they protect this data and do not use it for any other purpose. We take these relationships seriously and oblige all of our data processors to sign contracts with us that clearly set out their commitment to respecting individual rights, and their commitments to assisting us to help you exercise your rights as a data subject. The following is a list of the type of trusted service providers we use:
- Website Developers
- Analytics Providers
- Payment Processors
- Client Relationship Management System Providers
- Logistics Providers
- Online Marketing Providers
LINKS TO THIRD PARTY SITES
FOR HOW LONG DO WE KEEP YOUR PERSONAL DATA?
We will hold your personal information on our systems only for as long as required to provide you with the services you have requested, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you. In some circumstances you can ask us to delete your data: see ‘Your Rights’ below for further information.
In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.
Serena takes the protection of your information very seriously. Where we have given you a password that enables you to access certain parts of our Website, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
INTERNATIONAL DATA TRANSFERS
Whenever we do transfer your personal data outside of the European Economic Area (“EEA”), we ensure that a similar degree of protection is afforded to it by ensuring that in most cases at least one of the following safeguards is implemented:
we will only transfer your personal data to countries that have been deemed to provide an adequate level of protection for personal data by the European Commission;
we will only transfer data to the US, where the business we are transferring your personal data to is part of the Privacy Shield (which requires them to provide similar protection to personal data shared between Europe and the US);
and where you we use certain service providers, we will use specific contracts approved by the European Commission which gives personal data the same protection it has in Europe.
By submitting your personal data, you agree to the terms of such transfers. If you would like more information about how the mechanism via which your personal data is transferred, please contact us by email on email@example.com
RIGHT OF ACCESS
You may, at any time, request access to the personal data we hold about you (you may have heard of this right being described as a "subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
YOUR RIGHT TO RECTIFICATION
You may request that we correct personal data that we hold about you which you believe is incorrect or inaccurate, though we may need to verify the accuracy of the new data you provide to us.
YOUR RIGHT TO ERASURE
You may ask us to erase personal data if you do not believe that we need to continue retaining it (you may have heard of this right described as the “right to be forgotten”). If for any reason we believe that we have a good legal reason to continue processing personal data that you ask us to erase we will tell you what that reason is at the time we respond to your request.
YOUR RIGHT TO OBJECT TO PROCESSING
You may object to processing of your personal data where we rely on legitimate interest for processing that personal data. You also have the right to object where we are processing your personal data for direct marketing purposes. We will comply with your request unless we have a compelling overriding legitimate interest for processing or we need to continue processing your personal data to establish, exercise or defend a legal claim.
YOUR RIGHT TO RESTRICT PROCESSING
This enables you to ask us to suspend the processing of your personal data in the following scenarios: if you want us to establish the data's accuracy; where our use of the data is unlawful, but you do not want us to erase it; where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims;
or you have objected to our use of your data, but we need to verify whether we have overriding legitimate grounds to use it.
YOUR RIGHT TO PORTABILITY
We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
YOUR RIGHT TO OBJECT TO AUTOMATED DECISION MAKING AND PROFILING
You have the right to be informed about the existence of any automated decision making and profiling of your personal data, and where appropriate, be provided with meaningful information about the logic involved, as well as the significance and the envisaged consequences of such processing that affects you.
YOUR RIGHT TO WITHDRAW CONSENT AT ANY TIME
You may withdraw your consent at any time where we are relying on consent to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, we may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.
EXERCISING YOUR RIGHTS
When you write to us making a request to exercise your rights, we are entitled to ask you to prove that you are who you say you are. We may ask you to provide copies of relevant ID documents to help us to verify your identity.
You may also lodge a complaint with our lead supervisory authority, the Information Commissioner, or your local supervisory authority about any aspect of our handling or processing of your personal data. We would, however, appreciate the chance to address your concerns before you approach any supervisory authority, so please contact us in the first instance.
This page tells you information about us and the legal terms and conditions (“Terms”) on which the various products (“Products”) listed on our website and any associated digital platform which may be released by us from time to time (the “Website”) are offered for sale to you. For ease of reading, we have divided these Terms into several sections:
How to contact us
Delivery & insurance
Right of return, refund or cancellation
How we may use your personal information
Events outside our control
Other important terms
These Terms will apply to any contract for the sale of Products which you enter into using the Website (each a “Contract”). Please read these Terms carefully before ordering any Products from the Website. By placing an order on the Website you agree to be bound by these Terms, as well as any general terms and conditions of use, which may be published on the Website from time to time.
Every time you wish to order a Product, please check these Terms as we may have made changes to them since your last order and the Terms in force at the date of each order will apply.
“We”, “us”, “our”, “Serena AS” a company registered in Norway under company number 923 795 189 with our registered office at Kristian Augusts gate 11, Oslo, Norway, 0164 “You” “your” are the person who buys or agrees to buy Products on the Website from us.
HOW TO CONTACT US
When we refer, in these Terms, to "in writing", this will include e-mail. If you have any questions or complaints about the Products or these Terms these should be sent to us at firstname.lastname@example.org or by post to our head office: Kristian Augusts gate 11, Oslo, Norway, 0164. If we have to contact you, we may do so by telephone, or by writing to you at the e-mail address or postal address you provided to us at the time you place your order.
ow we will accept your order by placing an order, you are offering to purchase a Product in accordance with these Terms. After you place an order for a Product, you will receive an e-mail from us acknowledging and confirming your order. At which point a binding contract will come into existence between you and us. We recommend that you print a copy of that order confirmation for your records, as well as a copy of these Terms.
IF WE CANNOT ACCEPT YOUR ORDER
If we are unable to accept your order, for example because that Product is not in stock or no longer available, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Product, we will refund you the full amount including any delivery charges, as soon as possible.
We reserve the right to limit quantities purchased per person, per household or per order and to cancel or refuse orders that exceed such limits.
YOUR ORDER NUMBER
We will assign an order number to your order and tell you what it is when your order is accepted. It will help us if you can tell us the order number whenever you contact us about your order.
YOU MUST BE 18
To place an order, you must be above the age of 18. If you are younger than 18, we ask that you to let a parent or legal guardian place your order. If it comes to our attention that an order has been made by a person under the age of 18, we reserve the right to decline it.
Products may vary slightly from their pictures on the Website
Whilst we have made every effort to display as accurately as possible, the colours and images of our Products that appear on the Website the images are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the Products. Your Products may vary slightly from those images.Product packaging may vary. The packaging of the Products may vary from that shown in images on the Website.
PRICES ON THE WEBSITE
The price of Products will always be shown to you before you submit your order. Prices for Products may change from time to time but changes, other than where mis-pricing has occurred, will not affect any order which we have accepted by e-mail.
WHAT HAPPENS IF THE PRICE IS WRONG
It is always possible that, despite our best efforts, some Products may be incorrectly priced on the Website. We will normally check prices before accepting your order. If a Product’s correct price at your order date is higher than the price stated to you, we will contact you for instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as mispricing, we may end the contract, refund you any sums you have paid and require the return of any such goods provided to you.
You accept that if you purchase goods to be delivered to an address outside of the UK that your order may attract import taxes and/or other analogous levies and taxes. Where this is the case you will be responsible for paying those sums and accept that your order may be held by your local customs authority until such sums are paid. Serena will supply a VAT receipt upon request. Please email us at email@example.com with your request.
When will payment be taken
Full payment is required at the time your order is placed. You can pay through our payment processor or any other payment methods which we may add to the Website from time to time. Your use of any payment services to purchase Products will be subject to the terms and conditions of the applicable payment processor.
You agree to provide current, complete and accurate purchase and account information for all purchases made on the Website. You agree to promptly update your account and other information, including your e-mail address and credit card numbers and expiration dates, so that we can complete your transaction and contact you as needed. You expressly agree that we are not responsible for any loss or damage arising from the submission of false or inaccurate information.
We use standard internet encryption technology to provide you with the maximum practicable level of security. By submitting such information, you grant us the right to provide the information to third parties for purposes of facilitating the completion of purchases.
DELIVERY & INSURANCE
Shipping is by a global recognised and insured courier.
WHEN WILL YOU GET YOUR PRODUCTS?
During the order process we will let you know when we aim to provide the Products to you. If we consider we are unable to meet the estimated delivery date, we will contact you with a revised estimated delivery date. Generally, estimated delivery dates are as follows:
United Kingdom – 7 business days
Europe - 4 business days
USA - 7 business days
Rest of the world - 10 business days
Please note these estimates exclude weekends and bank/public holidays. Any dates provided to you by us are simply estimates given in good faith based on the shipping method selected. For the avoidance of doubt such dates are only approximations and we are not bound by them. We accept no liability for any delay in the delivery of the Products.
SIGNATURE REQUIRED ON DELIVERY
A signature may be required for release of the Products to you at the delivery address you gave us (in particular if the value of your order is high, or your order contains products with high individual prices). If our delivery agent is unable to deliver to you because you are not present when the goods are delivered and if you do not follow their instructions to rearrange for delivery then we may end the contract with you and cancel your order. Where this occurs we reserve the right to charge you for costs that we have incurred attempting to deliver the products to you.
YOUR PRODUCT WILL BE FULLY INSURED DURING DELIVERY
A Product will be your responsibility from the time we deliver it to the address you gave us or it is otherwise collected or delivered in accordance with your instructions to the relevant postal service and/or carrier selected. This does not affect your statutory rights to cancel your order but please bear in mind that you will be responsible for any damage that you do to goods once they are in your possession.
We are unable to deliver to PO Box numbers, BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is to ensure the safe and undamaged delivery of your Product(s).
YOUR RIGHTS TO RETURN PRODUCTS
CHANGING YOUR MIND
YOUR RIGHT TO RETURN PRODUCTS IF YOU CHANGE YOUR MIND.
You have the right to return purchased Products for a refund within fourteen (14) days of you receiving the Products for any reason. The Products must be returned unused, sealed and in the condition sent to you with the original packaging.
Our return process
If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy.
To ensure your return is covered by our returns policy and does not encounter a delay, items must be returned using the original packaging provided and include the completed Returns Section which is within the delivery note. We have the right to withhold or reduce any refund on Products which have been damaged or otherwise diminished in value.
HOW TO RETURN PRODUCTS
If you change your mind after products have been dispatched to you or you have received them and you elect to cancel your order as described above, you must return the products to us. You must return the goods by dropping them off to your local UPS Access Point using the pre-paid return label included in your order, within 14 days of telling us you wish to exercise your right to return Products. Please note that goods cannot be returned to any of our stores
For all returns, simply take your parcel to your local UPS Access Point and make sure to get a receipt/proof of postage for your item.
Should you not have access to a convenient UPS Access Point please email firstname.lastname@example.org and we will arrange alternative return shipping options.
HOW TO RETURN:
Pack the item(s) you would like to return in the original packaging provided.
Please make sure you complete the returns section on the delivery note and insert the form into the box.
Please attach the UPS label provided in the packaging to the outside of the box. If you don’t have a returns label email us at email@example.com and we will email one to you.
Take your parcel to one of the conveniently located UPS Access
Points UPS Access Point Deliveries and make sure to get a receipt or proof of postage. Should you not have access to a convenient UPS Access Point please email us at firstname.lastname@example.org and we will arrange alternative return shipping options for you.
Please note that we will not make any refund to you until we have received the relevant Products from you and confirmed that they have not been damaged or used.
YOUR RIGHT TO CANCEL OR MAKE CHANGES TO THE ORDER
You may cancel a contract at any time within 14 days, beginning on the day after you received the Product(s). If you cancel the contract after the Product(s) have been dispatched to you or you have received them, you must return them to us. You will receive a full refund of the price paid for the Product(s), but not the cost of delivery. You will be responsible for the full cost of the Product(s) if they are lost or stolen during their return journey to us, so we recommend that you use a tracked delivery service which is insured appropriately.
To cancel a Contract you must fill out the Cancellation Form at the end of these Terms. You must complete and return this form to us, either by e-mail to email@example.com or return by post to Kristian Augusts gate 11, Oslo, Norway, 0164
Once we receive your Cancellation Form we will send you a notification for your records, you may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation form by e-mail or by post, then your cancellation will be effective from the date you sent us the e-mail or posted the form to us. If you wish to make changes to the Products you have ordered please contact us by emailing firstname.lastname@example.org . We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Products, timing of supply or anything else which would be necessary as a result of your requested change and ask for you to confirm whether you wish to go ahead with the change.
This provision does not affect your statutory rights as a consumer (see section below, “Your right to return Products that are faulty or not as described”).
YOUR RIGHT TO RETURN PRODUCTS THAT ARE FAULTY OR NOT AS DESCRIBED
If your Products are faulty or not as described, you have a right to cancel your order and get the Products replaced or receive a full refund if you notify us within the cancellation period. The cancellation period for faulty products starts from the date of the e-mail from us to you confirming your order and ends 30 days after the day you actually receive the Product.
Alternatively, if your product is faulty or not as described and a period of more than 30 days and less than six months has elapsed, then you are entitled to request a replacement or a repair. If your Products cannot be repaired or replaced by us then you are entitled to request a refund within six months from the date that you received the Products. We reserve the right to reject refund requests which relate to goods which have been damaged by customers while being used or not correctly cared for.
If you are entitled to receive a refund in this way you are also entitled to refund of the price you paid for the Products and any standard delivery charges that you paid for them (which excludes the cost of any expedited or special delivery that you may have opted for). You will also be provided with a refund for any reasonable shipping charges you may incur by returning the faulty products to us.
If you are entitled to and request a refund, we will process this as soon as possible after receiving the returned faulty product from you and confirming the reported fault and, in any case, within 30 calendar days of the day of receiving it and making that confirmation
WE ARE RESPONSIBLE TO YOU FOR FORESEEABLE LOSS AND DAMAGE CAUSED BY US
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that we could have foreseen because the loss or damage was an obvious consequence of our failure to comply with these Terms or our negligence or if they were contemplated by you and us at the time we entered into the Contract. We are not responsible for any loss or damage that we could not have foreseen.
WE ARE NOT LIABLE FOR BUSINESS LOSS
We only supply products for domestic and private use. We shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. We also expressly exclude any liability for any loss or damage which may be incurred by you as a result of your breach of these Terms.
WE DO NOT EXCLUDE OR LIMIT IN ANY WAY OUR LIABILITY TO YOU WHERE IT WOULD BE UNLAWFUL TO DO SO
We do not in any way exclude or limit our liability for death or personal injury caused by our negligence; or fraud or fraudulent misrepresentation; or any other liability which may not be limited or excluded under applicable law. Any statutory warranties to which you are entitled as a consumer (including, for example, that any service is carried out with reasonable skill and care, and any Products provided are of satisfactory quality) are unaffected by these Terms.
Our total aggregate liability in respect of any and all claims that you may bring against us in connection with Contracts and/or any use by you of the Website or Products shall be no more than the total of twice the value of the affected Product(s).
You accept that these limitations of liability shall also apply to any and all claims which you may make in respect of the matters specified in these Terms and their subject matter (howsoever those claims arise).
HOW WE MAY USE YOUR PERSONAL INFORMATION
OTHER IMPORTANT TERMS
We may transfer this agreement to someone else.
We may transfer our rights and obligations under these terms to another organisation.
Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
WHICH LAWS APPLY TO THIS CONTRACT AND WHERE YOU MAY BRING LEGAL PROCEEDINGS.
These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts.