Support & Customer Service
At Serene we work closely with our customers before during and after purchase to ensure they get the best out of their Serene product. Our product support team provides exceptional after sales and warranty advice for the lifetime of your Serene product.
Our product range is stocked and sold by all leading Electrical and Plumbing Wholesalers and Specialist Bathroom outlets who all have experienced knowledgeable staff who will always be happy to assist with any product support queries. (see our reseller list).
Should your Serene product malfunction the fastest way to obtain assistance or warranty replacement is to contact the company that installed your product.
Are there any safety tips I need to be aware of?
Yes, firstly always refer to the products instruction manual which can be found on each product page or support section. The following general tips may also be helpful:
- Use this appliance with the voltage specified on the rating label.
- Be very careful not to touch hot surfaces or moving parts.
- If the supply cord becomes damaged, it must be replaced by a qualified person, in order to avoid a hazard.
- Regulations require that electrical work be carried out by authorised persons. For your own safety and that of others ensure this is done.
- When used by or near young children or infirm persons, close supervision is necessary. Young children should be supervised to ensure that they do not play with the appliance.
- DO NOT use this appliance other than for its intended use.
Who to contact for customer service and support?
In New Zealand you can call: (3) 344 5550.
See the contact details on this page, or send us a message using the contact form located in our contact page.
Does my product have a warranty, and what is covered?
Yes, if you are the original purchaser of a Serene product it will generally be covered by either our 2, 5 or 10 year replacement warranty.
This will generally cover any defect in workmanship or materials resulting in the product malfunctioning, while under correct domestic use. Please see the warranty card included with all products for full terms and conditions.
How do I make a warranty claim?
Please contact or take your product along with the warranty card and proof of purchase to where the product was purchased. Always keep the warranty card and your purchase receipt as these documents are required in order to make any warranty claim. We recommend that you fill out the warranty card at the time of purchase.
Why is my product no longer listed on your site?
Our range of products continues to evolve as we make improvements to our range. In case your product is no longer listed, it is likely to be discontinued and no longer produced. Have a look at our Product Page as it is likely there is an updated version of it.
If you are looking for a specific document, you can refer to the table below which also includes discontinued products. Thank you.
Where can I buy Serene Products online direct?
We current only sell products online directly in Australia. Please see our list of authorised distributors for New Zealand.
How many of each product can I order at once?
You can order a maximum of 5 pieces of each product online. If you need to order more, we would consider this a commercial inquiry and this can be priced and supplied separately. Please email your enquiry at [email protected].
Is shipping included in the purchase price?
Yes, shipping is included for all standard orders on the website. For trade or commercial orders, shipping will be quoted as required.
How long will my order take to ship?
For most orders in Major cities, suburbs and towns orders will take 3-5 days to arrive. As soon as the order is dispatched you will receive an email and a tracking number from our logistics partner.
How do I register my warranty?
(Australia only) – Products ordered online must be registered within 30 days of reception to ensure you have warranty coverage. Please refer to your confirmation email and invoice for details.
Are there other authorised sources for Serene products in Australia?
No, we are the only authorised source for Serene products in mainland Australia. Our products are also sold by Electrical agencies in Tasmania who are an authorised distributor for Serene products.
Do you allow returns for products ordered online?
No, we do not allow returns once a product has been ordered online, so please shop carefully.
Choose your product and navigate to the Documentation area to download Instruction Manual / Product Specifications / Sdocs / Compliance Certificates.
- Bathroom Heaters
- Panel Heaters
- Space Heaters
- Towel Rails