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RETURNS
Our policy lasts 14 days from the date of delivery. If 14 days have gone by since your purchase was delivered, unfortunately we can't offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
PRODUCT-SPECIFIC RETURN CONDITIONS
Candles:
- Must be unburned and unused
- Wick must be untrimmed and intact
- Must be in original packaging with all labels attached
- No signs of melting, discoloration, or scent absorption from other products
Plaster & Ceramic Items (Pots, Trays, Decorations):
- Must be unused and free from any marks, scratches, or damage
- Must be in original protective packaging
- No chips, cracks, or structural damage
- Must not show signs of use (water marks, stains, etc.)
All Products:
- Must be accompanied by proof of purchase or order number
- Must be free from any damage or alterations
- Original packaging must be intact
NON-RETURNABLE ITEMS
The following items cannot be returned:
- Candles that have been burned, lit, or used in any way
- Items without original packaging
- Personalized, custom-made, or bespoke items
- Sale, clearance, or discounted items (unless defective)
- Gift sets that have been opened or partially used
- Seasonal or limited edition items (unless defective)
HOW TO INITIATE A RETURN
To initiate a return, please contact us at contact@serenityglowdecor.com within 14 days of receiving your order with:
- Your order number
- Clear photos of the item(s) you wish to return
- Reason for return
- Photos of original packaging (if applicable)
Once your return request is reviewed and approved, we will provide you with a return address and detailed instructions for sending your item back.
RETURN SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
We strongly recommend using a trackable shipping service or purchasing shipping insurance for items over £50, as we cannot guarantee that we will receive your returned item. We are not responsible for items lost or damaged during return shipping.
Please ensure fragile items (plaster pots, trays, ceramic decorations) are packaged securely with adequate protective materials to prevent damage during return transit.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.
Please note: Original shipping charges are non-refundable.
LATE OR MISSING REFUNDS
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company or bank, as it may take some time before your refund is officially posted.
If you've done all of this and you still have not received your refund, please contact us at contact@serenityglowdecor.com
EXCHANGES
We only replace items if they are defective or damaged upon arrival. If you need to exchange an item for the same product, please contact us at contact@serenityglowdecor.com within 48 hours of receiving your order.
Exchanges are subject to product availability.
DAMAGED OR DEFECTIVE ITEMS
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item.
For damaged items, please provide:
- Photos of the damaged product
- Photos of the packaging (exterior and interior)
- Description of the damage
- Your order number
We will evaluate the issue and make it right by offering a replacement or full refund.
HANDMADE PRODUCT VARIATIONS
Due to the handmade nature of our products, slight variations in color, size, texture, and appearance may occur between items. These variations are characteristic of handmade goods and are not considered defects or grounds for return.
Minor variations include:
- Slight color differences in candles or plaster items
- Small texture variations in plaster pots, trays, or decorations
- Natural variations in soy wax appearance
- Slight size differences (within 5mm)
CONTACT US
For any questions concerning our refund and return policy, please contact us at contact@serenityglowdecor.com
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