Refund policy

Return, Replacement & Refund Policy

At Conelle Studio, every candle and home-fragrance product is carefully prepared, checked and packed before dispatch.

As our products are handcrafted and fragrance preferences are personal, we do not accept returns or exchanges for change of mind, personal preference or dissatisfaction with a fragrance.

All orders are considered final once delivered, except in the cases outlined below.

1. Damaged or Defective Products

If your order arrives damaged, broken or with a genuine manufacturing defect, please contact us within 24 hours of delivery.

To help us review your request, please share:

Your order number.
Clear photographs of the damaged or defective product.
Photographs of the outer packaging and shipping label.
An unboxing video, if available.

Once the issue has been reviewed and verified, we will arrange a replacement of the same product at no additional cost.

If the same product is unavailable, our team will contact you to discuss an appropriate resolution in accordance with applicable consumer protection laws.

2. Non-Returnable Products

We do not accept returns or exchanges for:

Change of mind or incorrect product selection.
Personal fragrance preferences or differences in scent perception.
Products that have been opened, used or burned.
Minor variations in colour, texture, finish or appearance that are characteristic of handcrafted products.
Products damaged after delivery due to improper handling or use.

Customised or personalised orders are also non-returnable, except where the product is defective or otherwise covered by applicable law.

3. Refunds

We do not offer refunds for change of mind, fragrance preference or other reasons not covered by this policy.

Our standard resolution for verified damaged or defective products is a replacement. Where a replacement is not possible, any refund or other remedy required under applicable law will be provided.

4. Order Cancellations

Cancellation requests can be made before an order has been dispatched. Once an order has been dispatched, it cannot be cancelled through our standard cancellation process.

For prepaid orders, approved cancellations before dispatch will be refunded to the original payment method.