Returns & Withdrawal Policy


Last Updated On 14-Aug-2025
Effective Date 14-Aug-2025

This Returns & Withdrawal Policy applies to purchases made through the website https://www.serolf.com, operated by Serolf Trading Agency Ltd, 8, Adelaine Cini Street, Pembroke, PBK1231, Malta (“we”, “us”, “our”).

This policy complies with the EU Consumer Rights Directive (2011/83/EU), Maltese consumer law, and any applicable distance selling regulations.

  1. Your Right of Withdrawal

    If you are a consumer within the EU, you have the right to withdraw from your purchase within 14 days without giving any reason.

    The withdrawal period will expire 14 days from the day on which you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods.

  2. How to Exercise Your Right

    To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by a clear statement (e.g., a letter sent by post, fax or email) using the contact details below. You may use the Model Withdrawal Form provided at the end of this policy, but it is not obligatory.

    Email: info@serolf.com Postal Address: Serolf Trading Agency Ltd, 8, Adelaine Cini Street, Pembroke, PBK1231, Malta Phone: +356 21337231

  3. Effects of Withdrawal

    If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of standard delivery (if any), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw.

    We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

    We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

  4. Returning Goods

    You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. You will bear the direct cost of returning the goods unless otherwise agreed.

    You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

  5. Exemptions to Withdrawal

    The right of withdrawal does not apply to:

    1. Goods made to the consumer’s specifications or clearly personalised
    2. Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
    3. Goods which are, after delivery, inseparably mixed with other items
    4. Perishable goods or goods with a short shelf life
    5. Sealed audio or sealed video recordings or sealed computer software once unsealed after delivery

  6. Faulty or Defective Goods

    If the goods are faulty or not as described, you may be entitled to a repair, replacement, or refund under Maltese law. Please contact us as soon as possible if you believe your product is defective.

  7. Model Withdrawal Form

    (Complete and return this form only if you wish to withdraw from the contract) 

    To: Serolf Trading Agency Ltd
8, Adelaine Cini Street, Pembroke, PBK1231, Malta
Email: info@serolf.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
____________________________________________________________________
Ordered on (*)/received on (*): _________________________
Name of consumer(s): _________________________________
Address of consumer(s): _______________________________
Signature of consumer(s) (only if this form is notified on paper): __________________
Date: _______________
(*) Delete as appropriate