Refund policy

Refund & Return Policy

We want you to love your purchase from Zenaural™.
If you have any concerns with your order, we are here to help.

Returns & Exchanges

Due to the handcrafted nature of our candles and home fragrance products, all sales are considered final unless items arrive damaged, defective, or incorrect. we only accept returns or exchanges for items that arrive damaged, defective, or incorrect.

For hygiene and safety reasons, used candles cannot be accepted for return.

To request a return or exchange, please contact us within 7 days of receiving your order.

Eligibility

To be eligible for a return or exchange, items must meet all of the following conditions:

  • Be unused, unburned, and in its original condition

  • Include all original packaging

  • Be accompanied by proof of purchase (order number or receipt)

  • We reserve the right to refuse returns that do not meet these conditions.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong product, please email us at hello@zenaurastudio.com within 7 days of delivery and include:

  • Your order number

  • Photos of the item and packaging

Once reviewed, we will offer a replacement, store credit, or refund.

Non-returnable Items

  • Used candles or partially burned candles

  • Sale or promotional items

  • Custom, made-to-order, or personalized items

  • Gift cards

These items cannot be returned or refunded unless they arrive damaged or defective.Variations in scent perception, color, and minor surface imperfections are natural characteristics of handcrafted candles and do not constitute defects.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original method of payment. Please allow 5–7 business days for the refund to appear on your statement (processing times may vary by bank or card issuer).

Cancellations

Orders may be canceled within 2 hours of purchase.
After your order has entered processing or has shipped, it can no longer be canceled.

Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect. In such cases, we will provide instructions for a prepaid return or an alternative solution.

Contact

For questions about returns or refunds, please contact us at:
Email: hello@zenaurastudio.com