Terms of service

Last updated: October 19, 2026

These Terms of Service ("Terms") apply to your use of serenowalls.com and to every order you place with SerenoWalls, a trading name of LAB38STORE LTD ("SerenoWalls", "we", "us", "our"). By using the site or placing an order, you agree to these Terms. Please also read our Privacy policy, Shipping policy and Refund policy, which form part of these Terms.

1. About us

SerenoWalls is an online store selling personalized wall art, operated by LAB38STORE LTD, a private limited company registered in England and Wales (company number 17242539). Our registered office is Suite 10873, 5 Brayford Square, London E1 0SG, United Kingdom, and you can contact us at hello@serenowalls.com. Our store runs on Shopify, and our products are printed and shipped by our production partner Gelato.

2. Using the site

You must be at least 18 years old, or have the permission of a parent or guardian, to place an order. You agree not to misuse the site, interfere with its security, or use it for any unlawful purpose.

3. Products and images

Every product is made to order and personalized with the details you give us.
Many of our illustrations are created with the help of AI image tools, guided by our own prompts, and then selected, edited and composed by our designer.
Room photos and lifestyle images are digital previews, made with the help of AI tools, to show size and style. Props, furniture, easels and stands shown in them are not included.
Colors may look slightly different on screen and in print, depending on your device and lighting. Sizes are approximate and may vary slightly with the production process.

4. Your personalization content

When you enter text or other details for your order, you confirm that:

the details are accurate and you are allowed to use them, including any names or information about other people;
your content does not infringe anyone else's rights, such as copyright or trademarks; and
your content is not offensive, hateful, unlawful or harmful.

Song lyrics, poems and quotes are printed as a personal keepsake for private use, based on the words you provide. We may decline or cancel (with a full refund) any order whose content we reasonably believe breaks these rules. You keep any rights you have in your content and give us permission to use it only to make, deliver and support your order.

5. Proofs

We email you a free digital proof before printing. Nothing is printed until you approve it. By approving the proof you confirm that all text, spelling, dates and details are correct. We are not responsible for errors that appear on a proof you approved.

Production starts only after you approve your proof, and delivery estimates are counted from that approval. If we do not hear from you, we will send you reminders by email, so please check your inbox and spam folder after ordering.

6. Orders and contract

Your order is an offer to buy. A contract is formed when we send you an order confirmation email. We may decline an order, for example if a product is unavailable, if there is a pricing error or if we suspect fraud. If we do, we will refund any amount you have paid in full.

7. Prices and payment

Prices are shown in US dollars (USD). Any shipping costs and applicable taxes are shown at checkout before you pay. Payment is taken when you place your order. We may change our prices at any time, but changes will not affect orders already confirmed.

8. Shipping, cancellations and refunds

Delivery times and shipping details are set out in our Shipping policy. Because every piece is personalized, returns and exchanges are not accepted. You can cancel within 12 hours of purchase, and damaged or misprinted items are replaced as described in our Refund policy.

If you are a consumer in the UK or EU, please note that the statutory right to cancel within 14 days does not apply to goods made to your specifications or clearly personalized. This does not affect your rights if an item is faulty or not as described.

9. Intellectual property

All designs, layouts, illustrations, photos, text and other content on this site belong to SerenoWalls or are used with permission. When you buy a product, you receive the physical item for your personal, non-commercial use. You may not copy, reproduce or resell our designs or files.

10. Limitation of liability

To the extent permitted by law, our total liability for any order is limited to the amount you paid for that order, and we are not liable for indirect or consequential losses, or for delays caused by events outside our reasonable control (such as carrier delays, severe weather or production outages). Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be limited by law.

11. Governing law

These Terms are governed by the laws of England and Wales. If you are a consumer, you also keep the protection of any mandatory consumer laws of the country where you live, and you may bring a claim in your local courts.