Terms & Conditions

Aurora Lighting UK Limited T/A Seren Energy - Terms of Sale

Terms as of 1st January 2024 V1.

You should read these terms and conditions carefully before you accept them, along with our Privacy Notice which sets out the ways in which we may collect, store and process data (including for marketing purposes) relating to your use of our products, website and mobile app and covers your rights to access and request correction of any of your personal information that we hold.

Who we are:

We are Aurora Lighting UK Limited T/A Seren Energy.

We are a company registered in England and Wales under company number 14279450.

Our registered address is at: Apex Park, 6 Little Burrow, Burrowfields, Welwyn Garden City, Hertfordshire AL7 4SW.

Our VAT Number is 422563023.

How to contact us:

You can contact us by:

How we will contact you:

We will send you any agreements, invoices and other notices via email, phone or mail to your home address. If any of your contact details change, including moving abroad, you should let us know as soon as possible.

1. Introduction:

1.1    These terms and conditions shall govern the sale and purchase of Seren products through our website – www.serenenergy.com

1.2    You will be asked to give your express agreement to these terms and conditions before you place an order on our website. By confirming your order, you agree to our terms and conditions.

1.3    This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and     Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

1.4    These terms and conditions shall be governed by and construed in accordance with English Law.

1.5    Any disputes relating to these terms and conditions shall be subject to the jurisdiction of the courts of England or Wales.

2. Order Process:

2.1     All orders for Seren products must be placed via our website: www.serenenergy.com - Please check your order carefully before submitting it.

2.2    Orders for Seren products can only be placed by UK residents aged 18 years and over.

2.3    Submitting your order is an offer to purchase the products and all orders are subject to acceptance by us. Acceptance of your order takes place when we send you an order acknowledgement via email, at which point a contract for the supply of products is formed between both parties.

2.4    All orders are subject to availability, and we cannot guarantee that any products will be available at any given time. In certain circumstances beyond our reasonable control, for example where there has been a change in the law, we may need to stop providing certain products. If this happens and it affects your order we will notify you using the email address you provided when you placed your order, cancel your order and provide you with a full refund (including any delivery costs).

2.5    If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible prior to delivery and we will let you know if it is possible to change your order and if there are any additional costs in doing so.

3. Products:

3.1    Descriptions and details of our products are set out on our website. Please read the description of the products carefully. Pictures and images of the products or their packaging on our website are for illustration purposes only. Your products and their packaging may vary slightly from those pictures or images.

3.2    We may periodically change the products available on our website, and we do not undertake to continue to supply any product or type of product. We reserve the right to discontinue or alter any product at any given time.

4. Prices:

4.1    Product prices will be clearly displayed on our website and as agreed when you complete your order.

4.2    All prices are in pound sterling (£) and include VAT at the applicable rate.

4.3    Prices displayed on our website include the cost of standard delivery, unless otherwise stated.

4.4    We reserve to change the price of any of our products at any time, however these changes will not affect existing orders.

5. Payment:

5.1    All purchases must be paid for in full at the time of order, via the online payment platform on our website.

5.2    Payments must be made in pounds sterling (£) using a credit or debit card issued in the UK.

5.3    All credit and debit card payments need to be authorised by the relevant card issuer.

5.4    We will take payment from your card upon submission of your order; however, a contract will not be formed until we send you confirmation of our acceptance of your order.

5.5    You will be liable to pay all costs incurred due to unjustified credit card, debit card or other charge-back claims.

For the avoidance of doubt, if you fail to recognise or fail to remember the source of an entry on your card statement or other financial statement, and make a charge-back as a result, this will constitute an unjustified charge-back for the purposes of this section 5.5.

6. Delivery:

6.1     Our policies and procedures relating to the delivery of products are set out in this Section 6.

6.2    We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process only.

6.3    We will use all reasonable endeavours to deliver your order on or before the date for delivery set out in the order confirmation, or, if no date is set out in the order confirmation, within 5 business days following the date of the order confirmation; however, we do not guarantee delivery by this date.

6.4    We will only deliver products to addresses on the UK mainland and Northern Ireland.

6.5    All deliveries must be signed for. Once a delivery has been signed for responsibility passes to the buyer.

6.6     Any order or delivery discrepancy must be reported immediately. We will not accept liability of any discrepancies not reported within a reasonable time frame (2-3 business days).

7. Order Cancellations or Returns:

7.1    All orders placed directly on the Seren Website have a 14 day cooling off period in which you can return your product for a full refund, free of charge.

7.2    Your cooling off period starts from the date the items are delivered.

7.3    Such returns should be notified in writing by emailing debits@auroralighting.com or by completing the attached return request form - here

7.4    Any return requests after this time are subject to the company’s discretion and must be requested in writing (with the exception of faulty goods or incorrectly supplied products) by emailing debits@auroralighting.com or by completing the attached return request from - here

7.5    All unwanted items that wish to be returned outside of the 14 day cooling off period must be returned at the customers own cost and maybe subject to handling charges of 20% of the product value.

7.6     We will not accept back any items sold after a 28 day period.

7.7    All products (with the exception of faulty goods) must be returned in their original packaging without any defects.

7.8    Products should not have been installed or modified in anyway and must be returned in their original condition (unless are deemed to be faulty).

7.9    Any products returned damaged or unsuitable for resale, with exception of faulty goods will be refused refund or the refund value adjusted accordingly.

7.10    Returns relating to faulty or defective products can be returned free of charge for full refund, by emailing debits@auroralighting.com or by completing the attached return request from – here. However, these items must be within the warranty period and terms set out in section 8. Any items returned outside of these terms will be refused credit.

7.11    Any items returned as faulty but to be found in full working order will be returned to the customer and refused credit.

7.12     All returns must be authorised prior to return. Any items returned without prior authorisation will be returned to the customer and refused credit.

7.13     Any Seren product purchased through a 3rd Party supplier must be returned to the original place of purchase.

8. Product Warranty:    

8.1    Warranty periods are as specified on the website - www.serenenergy.com and may differ from product to product.

8.2    Seren products are covered by a comprehensive repair or replacement warranty in respect of any faults arising due to a product defect when purchased directly from us. If you purchased a Seren product from a third party then our direct warranty is void and you must return your product to the original place of purchase, who will then deal with any warranty claims accordingly.

8.3    The warranty period commences from the original date of purchase. Any fault or defects should be promptly reported by emailing support@serenenergy.com as soon as you become aware of them.

8.4    When reporting a fault, please quote the serial number, the date of purchase, order number and a brief description of the fault. Our technical team will then carry out an assessment and will contact you to get further details if required.

8.5    We reserve the right to decide whether to repair or replace the product or any faulty parts (using either new or reconditioned parts or equipment). Alternatively, we may send a replacement item with one that is of the same or a later version.

8.6    The repair or replacement of a product or parts within an item under our warranty does not extend the term of the original warranty. The warranty is still valid from the original date of purchase.

What our warranty does not cover:

  • Normal ageing.
  • Accidental damage.
  • Wear-and-tear (e.g. discoloration, normal corrosion/ oxidation).
  • Force Majeure (acts of god or outside of our control) - such as extreme adverse weather, wind, fire, water damage or other natural disasters.
  • Electrical supply conditions, including supply spikes, overvoltage/under-voltage and ripple current control systems that are beyond the specified limits of the product and those set or defined by relevant supply standards for the product.
  • Improper wiring, installation, change of settings, modifications, tampered with or the maintenance of products or any other electrical components.
  • Failure to adhere to installation, operating, application, maintenance, or environmental instructions or guidelines prescribed by the Supplier or any other document accompanying the products, or applicable safety, industry and/or electrical standards or codes of conduct.
  • Failure to use the Products for the purposes for which they have been designed.

The warranty will be void if the Seren product is:

  • Modified, tampered with or any repair is attempted.
  • Used in a manner that is not in accordance with the relevant Seren product user guide or other user or installation guide issued by us.
  • Used with any connected equipment (such as a charging cable) that is not recommended for use by us with our products.
  • Your product has not been installed by an approved installer or EV Installer, if applicable.

Faulty products being repaired or replaced by us may be returned to our factory for assessment. If the fault is found to have arisen due to any reason for which our warranty does not apply, we reserve the right to recover the costs of the repair or replacement from you.

Any items returned as faulty but to be found in full working order will be returned to the customer and refused credit.

If you believe the fault is with the product, please ensure the product (if applicable) is connected to Wi-Fi to allow us to run remote diagnostic tests to confirm the nature of the fault and contact us using the details provided above. If the fault is with the installation, you will need to contact the installer directly for assistance. Seren accepts no liability for installation.

9. Liability:

9.1 This Clause 9 prevails over all other Clauses and sets forth the entire Liability of Supplier, and the sole and exclusive remedies of Customer, in respect of:

9.1.1 performance, non-performance, purported performance, delay in performance or mis-performance of this Contract or of any goods or services in connection with this Contract; or

9.1.2 otherwise in relation to this Contract or entering into this Contract.

9.2 Supplier does not exclude or limit its Liability for:

9.2.1 its fraud; or

9.2.2 death or personal injury caused by its Negligence; or

9.2.3 any breach of the non-excludable obligations implied by law as to having title to supply goods; or

9.2.4 any other Liability which cannot be excluded or limited by applicable law.

9.3 Subject to Clause 9.2, Supplier does not accept, and it hereby excludes any Liability for Negligence other than any Liability arising pursuant to the terms of this Contract.

9.4 Subject to the Clause 9.2, Supplier shall not have any Liability in respect of any:

9.4.1 indirect or consequential losses, damages, costs or expenses;

9.4.2 loss of actual or anticipated profits;

9.4.3 loss of contracts;

9.4.4 loss of use of money;

9.4.5 loss of anticipated savings;

9.4.6 loss of revenue;     

9.4.7 loss of goodwill;

9.4.8 loss of reputation;

9.4.9 ex gratia payments;

9.4.10 loss of business;

9.4.11 loss of operation time;

9.4.12 loss of opportunity; or

9.4.13 loss of, damage to or corruption of, data (except to the extent that that Supplier specifically has a responsibility to prevent loss of, damage to or corruption of, data under this Contract); whether or not such losses were reasonably foreseeable or Supplier or its agents or contractors had been advised of the possibility of such losses being incurred.  For the avoidance of doubt, Clauses 9.4.2 to 9.4.13 apply whether such losses are direct, indirect, consequential or otherwise.

9.5 Subject to Clause 9.2, the total aggregate Liability of Supplier for all causes of action arising out of or in connection with all claims in aggregate (including warranty claims and losses relating to the breach of warranty) shall be limited to 100% of the total sums paid by Customer to Supplier under this Contract in respect of the particular Products for which there are such claims.

9.6 The limitation of Liability under Clause 9.5 has effect in relation both to any Liability expressly provided for under this Contract and to any Liability arising by reason of the invalidity or unenforceability of any term of this Contract.

9.7 In this Contract:

9.7.1 "Liability" means liability in or for breach of contract, tort (whether deliberate or not), Negligence, breach of statutory duty, misrepresentation, restitution or any other cause of action whatsoever relating to or arising under or in connection with this Contract, including liability expressly provided for under this Contract or arising by reason of the invalidity or unenforceability of any term of this Contract (and for the purposes of this definition, all references to "this Contract" shall be deemed to include any collateral contract); and

9.7.2 ”Negligence" means the breach of any (i) obligation arising from the express or implied terms of a contract to take reasonable care or exercise reasonable skill in the performance of the contract or (ii) common law duty to take reasonable care or exercise reasonable skill (but not any stricter duty).