Refund policy

At Serenity by Chelles, we take pride in the quality of our hand-poured home fragrance products. If for any reason you are not completely satisfied with your purchase, please review our policy below.

Returns

We accept returns within 14 days of delivery in line with UK consumer rights.

To be eligible for a return:

-Items must be unused, unopened and in their original packaging

-Proof of purchase is required

Due to hygiene and safety reasons, used candles, wax melts, diffusers or sprays cannot be returned, unless faulty or damaged.

Faulty or Damaged Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with:

-Your order number

-Clear photos of the item and packaging

We will offer a replacement or full refund where appropriate.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to your original payment method within 5–7 working days.

Please note:

-Original shipping costs are non-refundable (unless the item is faulty)

-Return postage is the customer’s responsibility unless the item is faulty or incorrect

Non-Returnable Items

The following items cannot be returned unless faulty:

-Used or opened products

-Custom or personalised orders

-Sale or clearance items

How to Start a Return

Please email us at serenitybychelles@outlook.com with your order number and reason for return.