Refund policy

Returns & Refunds

30-Day Volonero Promise

We accept returns within 30 days of delivery. To start a return, email volonero.store@gmail.com with your order number and reason for return. We’ll reply with next steps and the return address. Please contact us before sending anything back.

Condition of items

To be eligible, items must be in resaleable condition: unused/unburned, with all original packaging (box, dust sleeve, inserts, and thank-you card). Used or partially burned candles aren’t returnable.

Return shipping

  • If we made a mistake or the item arrived damaged/defective: we’ll cover return shipping (we’ll send a prepaid label) or offer a replacement.

  • For change-of-mind returns: return shipping is the customer’s responsibility.

Damages & order issues

Please inspect your order on arrival and email photos within 48 hours if anything is damaged, defective, or incorrect. We’ll make it right quickly with a replacement or refund.

Exceptions (non-returnable)

  • Opened/used candles (wick burned or signs of use)

  • Customized or special-order items (e.g., personalized packaging/lids)

  • Gift cards and final-sale items

  • Hazardous materials (none of our standard products fall into this)

Exchanges

The fastest way to switch items is to complete a return and place a new order once your return is accepted.

EU 14-Day Right of Withdrawal

If your order was delivered within the European Union, you may cancel your purchase within 14 days of delivery for any reason. Please notify us by email and return the goods promptly. You may handle the product to establish its nature, characteristics, and functioning; if it’s used beyond that (e.g., a candle has been burned), we may deduct any diminished value from your refund.

Refunds

Once we receive and inspect your return, we’ll email you. If approved, refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the credit.
If it’s been more than 15 business days since approval, contact us at volonero.store@gmail.com.