Returns & Refunds

Last updated: 6 October 2026

Changed your mind?

14 days to cancel

Damaged or faulty?

Tell us within 2 days

Refunds

Within 14 days

Changing your mind

If you change your mind about an item, you can cancel your order within 14 days of receiving it, for any reason. You then have a further 14 days to send the item back to us. Items must be returned unused, in their original packaging and in a condition we can sell again. We may reduce your refund if an item has been used or handled more than you would need to check it in a shop. For example, if a candle has been lit, incense burned or an oil burner used, the reduction may be up to the full value of the item. You will need to pay the cost of sending the item back to us.

How to return an item

Please contact us before sending anything back, as our orders are sent from a partner warehouse and items posted to the wrong address cannot be processed.

Email us at shop@zenrua.com with your order number and the item you would like to return.
We will reply, usually within 1 working day, with the return address and any instructions.
Pack the item carefully in its original packaging, and include your order number inside the parcel.
Post it back and keep your proof of postage. We recommend a tracked service, as we cannot refund items lost on their way back to us.

Damaged, faulty or incorrect items

Our sandstone burners and candles are packed carefully, but if something arrives damaged, faulty or is not what you ordered, we will put it right.

Please tell us within 2 days of delivery

Email shop@zenrua.com with your order number, a short description of the problem and photos of the item and its packaging.

Reporting a problem quickly helps us resolve it with our supplier as fast as possible. In most cases, photos are enough and you will not need to send the item back. If we do need it returned, we will tell you how and cover the return postage. We will then offer you a replacement or a full refund, including the original delivery charge. If a fault appears later, please contact us as soon as you notice it. This does not affect your legal rights.

Orders that have not arrived

If your order has not arrived within 10 working days of dispatch, please email us. We will investigate with Royal Mail and, if the parcel is confirmed lost, send a replacement or give you a full refund. Please let us know within 21 days of dispatch, as Royal Mail may not investigate claims made after this.

Items we cannot accept back

For health and hygiene reasons, we cannot accept the return of the following items unless they are faulty:

Sealed fragrance oils, personal care or cosmetic products that have been opened after delivery.

Natural and handmade variation

Many of our pieces are hand carved or made from natural materials such as sandstone and teak. Every item is unique, so colour, pattern, grain and shape will vary slightly from the photos, and fragrances can differ slightly between batches. This natural character is part of what makes each piece special and is not treated as a fault. If you are unhappy with an item for this reason, you can still return it within 14 days under Changing your mind.

Your refund

Refunds are made to your original payment method, through Stripe or PayPal.

Reason for return	What we refund	Return postage	When you are refunded
Change of mind	The item price, plus the original standard delivery charge if you return the whole order	Paid by you	Within 14 days of us receiving the item, or your proof of postage, whichever is sooner
Damaged, faulty or incorrect item	The full price, including the original delivery charge, or a free replacement	Paid by us, if a return is needed	Within 14 days of us agreeing the refund
Order lost in the post	The full price, including delivery, or a free replacement	Not applicable	Within 14 days of the loss being confirmed

Depending on your bank, it can take a few more days for the refund to appear in your account.

Contact us

If you have a question about a return or refund, we are happy to help.

Returns and refunds

Email: shop@zenrua.com

We usually reply within 1 working day.

This policy does not affect your legal rights as a consumer under UK law.