Refund policy
Refund Policy
Refund & Return Policy
At Triola Home Ltd, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
🔁 Returns
We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return.
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In its original packaging
- Accompanied by proof of purchase (receipt or order confirmation)
📩 How to Start a Return
To initiate a return, please contact us at:
hello@triolahome.co.uk
Once your return is approved, we will provide:
- Return instructions
- The return address
Please note:
Items sent back without prior approval will not be accepted.
📦 Return Shipping
Customers are responsible for return shipping costs unless the item is:
- Defective
- Damaged
- Incorrect
⚠️ Damages & Issues
Please inspect your order upon arrival.
If your item is:
- Damaged
- Defective
- Incorrect
Contact us immediately at hello@triolahome.co.uk with photos, and we will resolve the issue promptly.
🚫 Non-Returnable Items
We cannot accept returns for:
- Used candles
- Custom or personalised products
- Sale items
- Gift cards
For hygiene and safety reasons, candles that have been lit or used cannot be returned.
🔄 Exchanges
We do not offer direct exchanges.
To get a different item:
- Return your original item
- Place a new order once the return is approved
🇪🇺 EU Customers – 14 Day Cooling-Off Period
If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason.
Items must be:
- Unused
- In original packaging
- Accompanied by proof of purchase
💳 Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
- Refunds will be issued to your original payment method
- Processing time: up to 10 business days
Please note:
- Your bank or card provider may take additional time to process the refund
If more than 15 business days have passed since approval, please contact us at:
hello@triolahome.co.uk
📍 Important
Returns must be sent to the address provided after approval.
📧 Need Help?
For any questions regarding returns or refunds, contact us at:
hello@triolahome.co.uk
Thank you for choosing Triola Home Ltd.