Refund policy

Return & Refund Policy

Overview

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be:

· In the same condition that you received it

· Unused

· With tags

· In its original packaging

· Accompanied by the receipt or proof of purchase

How to Start a Return

To initiate a return, please contact us at support@conelalma.com.

If your return is accepted, we will send you:

· A return shipping label, and

· Instructions on how and where to send your package

Returns sent without first requesting a return will not be accepted.

Damages, Defects, or Wrong Items

Please inspect your order as soon as you receive it and contact us immediately if:

· The item is defective

· The item is damaged

· You received the wrong item

This allows us to evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

· Perishable goods (such as food, flowers, or plants)

· Custom products (such as special orders or personalized items)

· Personal care goods (such as beauty products)

· Hazardous materials, flammable liquids, or gases

We also do not accept returns for:

· Sale items

· Gift cards

If you have questions about a specific item, please contact us at support@conelalma.com.

Exchanges

The fastest way to ensure you get what you want is to:

1. Return the item you have, and

2. Once the return is accepted, place a separate new order for the item you want.

European Union 14-Day Cooling-Off Period

If the merchandise is being shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.

To be eligible, the item must be:

· In the same condition that you received it

· Unused

· With tags

· In its original packaging

You will also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved.

If approved, you’ll be automatically refunded to your original payment method within 10 business days.

Please note:

· Your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@conelalma.com.

When Your Piece Arrives (Damaged or Incorrect Items)

The journey from my hands to yours can sometimes be a difficult one. If your candle arrives broken, damaged, or is not the one you chose, please consider it my responsibility to make things right.

Please contact me within 7 days of receiving your order.

To help me understand what happened, send me a clear photograph of the damaged item and the packaging it arrived in.

Once I see the issue, I will gladly offer you the choice of a full refund or a replacement piece, sent to you at no additional cost. Your trust is my priority.

On Changing Tides (General Returns)

I understand that sometimes things don't feel right. However, given the unique, handcrafted nature of these sculptural candles, I must ask for your understanding regarding returns for reasons other than damage or error.

Unlit Candles: If you wish to return an unlit, unused candle in its original, perfect condition, please contact me within 14 days of delivery.

You will be responsible for the cost of return shipping, and I ask that you package the candle with the same care I took in sending it to you. A tracked shipping service is highly recommended, as I cannot be responsible for items lost on their way back to me.

Once the candle arrives safely back at my workshop and I confirm its condition, I will issue a full refund for the item's cost. Please note that the original shipping fees are non-refundable.

Lit Candles: A candle, once lit, has begun its life's purpose. It has transformed from an object into an experience. For this reason, I cannot accept returns or offer refunds for candles that have been used.