We hope you are delighted with your order from Model19 Studio. However, if for any reason you are not completely satisfied, you may return your item in accordance with the policy below.

Right to Cancel (Consumer Contracts Regulations 2013)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.

The cancellation period will expire 14 days after the day you receive your goods.

To exercise your right to cancel, please contact us by email with your order details and notice of cancellation.

If you cancel your order after receiving the goods, you must return the items to us within 14 days of notifying us of cancellation.

Items must be carefully packaged and returned to the address provided once your return request has been confirmed.

Refunds

Once we receive and inspect the returned items, we will process your refund.

  • Refunds will be issued within 14 days of receiving the returned goods.
  • Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed.
  • Returned items must be in unused, resaleable condition and in their original packaging.
  • If items show unreasonable signs of use, we reserve the right to reduce the refund amount to reflect the loss in value.

Please note:

  • Original delivery charges are non-refundable.
  • Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.

Non-Returnable Items

For hygiene and product integrity reasons, we cannot accept returns for the following:

  • Candles that have been burnt or used
  • Perfumes that have been opened or removed from their original packaging
  • Incense cones that have been burnt or partially used

These items can only be refunded or replaced if they arrive damaged or faulty.

Damaged or Faulty Goods

We take great care to ensure your order arrives in perfect condition.

If your item arrives damaged or faulty, please contact us within 3 working days of delivery.

Please include:

  • Your order number
  • A description of the issue
    Photographs of the damaged item and packaging if possible

Once reviewed, we will arrange either:

  • A replacement, or
  • A full refund, including reasonable return postage costs where applicable.

When returning faulty goods, please obtain proof of postage from your courier or post office.

Returns Process

To arrange a return, please contact us at:

customer@model19studio.com

Once your return has been approved, we will provide instructions for returning your item.

If you choose to use our returns portal, a £3.95 return handling fee may be deducted from your refund unless otherwise stated.

If returning the item independently, we strongly recommend using a tracked or signed-for delivery service, as you remain responsible for the goods until they are received by us.

Third-Party Retailers

This returns policy applies only to purchases made directly through Model19 Studio online.

If you purchased a Model19 Studio product from a partner retailer, please contact that retailer directly regarding their return policy.