At THE SERENITY TRIO, we take great pride in our hand-poured scents. However, we understand that sometimes things don’t go as planned. Please read our policy below regarding returns, damages, and refunds.
1. Eligibility for Returns
To be eligible for a return or exchange, please ensure that:
The request is made within 7 days of receiving your order.
The candle is unused, unlit, and in the same condition that you received it.
The item is in its original packaging.
2. Damaged or Defective Items
Since glass and wax are delicate, we take extra care in packaging. If your candle arrives damaged (broken glass) or has a manufacturing defect:
Mandatory Unboxing Video: To process a claim for transit damage, we require a clear unboxing video showing the shipping label and the damage.
Reporting: Email us at theserenitytrioshop@gmail.com or WhatsApp us at +91- 7991873636. within 24–48 hours of delivery.
Resolution: We will send a replacement at no extra cost or provide a full refund.
3. Non-Returnable Items
Used/Lit Candles: For safety and hygiene reasons, once a candle has been lit, it cannot be returned or exchanged.
Scent Preference: Fragrance is subjective. We cannot offer refunds or exchanges if you simply do not like the scent. We recommend trying our “Discovery” sizes if available
Sale Items: Items purchased during a clearance or flash sale are final sale.
4. Return Shipping
For Damaged/Wrong Items: We will arrange a reverse pickup from your Lucknow address or provide a full shipping refund.
For Change of Mind: If you wish to return an unused item for other reasons, the customer is responsible for the return shipping costs.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved Refunds: Will be processed via the original payment method within 5–7 business days.
COD Orders: Refunds for Cash on Delivery orders will be made via Bank Transfer or UPI.