Refund and Returns Policy

Return & Refund Policy

Return & Refund Policy

At Serenoya, we take pride in creating premium handcrafted candles with care and quality. If there is an issue with your order, we are here to help.

1. Return Eligibility

We accept returns or replacements only if the item received is:

  • Damaged on arrival
  • Faulty or defective
  • Incorrect item sent

To request a return, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • Clear photos of the product and packaging
  • A brief description of the issue

📧 Email: info@serenoya.com

2. Non-Returnable Items

For hygiene and product integrity reasons, we do not accept returns for:

  • Change of mind
  • Personal fragrance preference
  • Used, opened, or partially burned candles
  • Minor variations in colour, finish, or handmade appearance

As each candle is handcrafted, slight natural variations may occur.

3. Refund Options

If your request is approved, we may offer one of the following solutions:

  • Replacement product
  • Store credit
  • Refund (assessed case-by-case)

Where applicable, approved refunds will be processed to the original payment method.

Please allow standard banking processing times for funds to appear.

4. Orders Damaged in Transit

If your order arrives damaged:

  1. Do not use the product
  2. Contact us within 48 hours of delivery
  3. Send clear photos of the damaged item, packaging, and shipping label

📧 info@serenoya.com

We will review the matter promptly and provide a suitable resolution.

5. Return Shipping

  • If the product is faulty or incorrect, we will cover reasonable return shipping costs.
  • In other approved return cases, return shipping may be the responsibility of the customer.

Candle Safety Disclaimer

By purchasing and using our candles, you agree to follow safe candle care practices.

Please Always:

  • Burn within sight
  • Keep away from flammable materials
  • Keep away from children and pets
  • Trim wick before each use
  • Do not burn for more than 3–4 hours at a time
  • Discontinue use when wax is low or near the base

Failure to follow safety instructions may result in fire risk, damage, or injury, and voids liability.

Contact Us

If you need assistance regarding a return or refund request, please contact:

📧 info@serenoya.com
📍 Brisbane, Australia