Refund policy

Returns & Refunds Policy

At So Serene LDN, each candle and wax melt is hand-poured with care, and every sound experience is thoughtfully prepared. We truly hope you love your purchase — but if something isn’t quite right, we’re here to help.

Returns Window

We offer a 30-day return policy for physical products, meaning you have 30 days from the date your order is delivered to request a return.

 

Candles & Wax Melts

Due to the nature of our handmade products, we are unable to accept returns on items that have been:

  • Used

  • Burned

  • Opened

 

As each piece is hand-poured in small batches, slight variations in appearance are natural and part of their charm.

If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery at

reens@sosereneldn.co.uk

Include your order number and a photo of the issue, and we will arrange a replacement or refund where appropriate.

 

Returns Eligibility (Non-Faulty Items)

We accept returns on candles and wax melts only if they are:

  • Unused

  • Unburned

  • In their original packaging

Customers are responsible for return shipping costs unless the item is faulty or incorrect.

 

Sound Bath Sessions (The Serene Sound Sanctuary)

All sound bath bookings are non-refundable.

However, we understand that plans can change:

  • You may reschedule your session with at least 48 hours’ notice prior to the event

  • Requests made within 48 hours of the session may not be eligible for rescheduling

If a session is cancelled by us, you will be offered:

  • A full refund, or

  • The option to transfer to a future session

 

How to Request a Return

To request a return, please email:

reens@sosereneldn.co.uk

If approved, we will provide instructions on how and where to send your item.

Please note:

  • Returns must be requested before sending items back

  • Items sent without prior approval will not be accepted

 

Non-Returnable Items

We are unable to accept returns on:

  • Used or burned candles and wax melts

  • Sale items

  • Gift cards

  • Sound bath sessions (outside of the rescheduling terms above)

 

Damages & Issues

Please inspect your order upon delivery. If your item is damaged, faulty, or incorrect, contact us as soon as possible so we can resolve the issue with care.

 

EU Customers – 14 Day Cooling-Off Period

If your order is delivered to a European Union address, you have the right to cancel or return your order within 14 days.

To be eligible:

  • Items must be unused and unburned

  • In original packaging

  • Accompanied by proof of purchase

Please note: Used candles or melts cannot be returned.

 

Refunds

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

If approved, your refund will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since your refund was approved, please contact us at:

reens@sosereneldn.co.uk

 

Thank you for supporting slow, intentional creations and moments of calm.