Refund Policy

We hope you love your order, but if something isn’t quite right, we’re here to help.

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1. Returns

You have the right to return your order within 14 days of receiving it, in accordance with EU consumer protection laws.

To be eligible for a return:

• Items must be unused, in their original condition, and safely packaged.

• You must contact us at bael.ensemble@gmail.com before sending anything back.

Returns sent without prior contact may not be accepted.

2. Non-Returnable Items

The following items are not eligible for return:

• Used or damaged products

• Custom-made or personalised items

• Opened home fragrance products (e.g. incense or candles) for hygiene reasons

If you're unsure, feel free to email us before placing an order.

3. Return Shipping

• Return shipping costs are the responsibility of the customer unless the item was faulty or sent in error.

• We recommend using a trackable shipping service, as we cannot be held responsible for items lost in transit.

4. Refunds

Once we receive and inspect the returned item, we’ll notify you by email.
If approved, a refund will be issued to your original payment method within 5–10 business days.

Original shipping costs are non-refundable, unless the return is due to our error.

5. Exchanges

We currently do not offer direct exchanges.
If you would like a different item, please return the original one and place a new order.