Refund policy

This Return & Refund Policy applies to purchases made directly from Coastal Palms Bali through our online store.

1. Return Period

Customers may request a return within 7 calendar days from the date the order is delivered.

Return requests submitted after this period may not be accepted, except where otherwise required by applicable law.

2. Return Eligibility

To be eligible for a return, the product must:

Be unused and unopened;
Be in its original condition;
Be returned in its original packaging; and
Include all components, accessories and packaging supplied with the product.

Proof of purchase or the original order number may be required.

A return must be approved by Coastal Palms before the product is sent back. Products returned without prior approval may not be accepted.

3. Opened or Used Products

For hygiene, safety and product-quality reasons, opened, used or tested home fragrance products cannot be returned, except where the product is defective, damaged, incorrect or otherwise required by applicable law.

This includes:

Candles that have been burned or used;
Room sprays that have been opened or used;
Reed diffusers that have been opened, assembled or used; and
Wax melts that have been opened or used.

4. Fragrance Preference

Fragrance is subjective and individual preferences may vary.

A dislike of a particular fragrance, or a fragrance being different from a customer's personal expectation, does not by itself constitute a defective product.

Customers are therefore advised to review the product and fragrance descriptions carefully before placing an order.

5. Damaged, Defective or Incorrect Products

Customers must inspect their order upon delivery.

If a product arrives damaged, is defective, or is different from the product ordered, the customer must contact Coastal Palms within 7 calendar days of delivery.

The customer should provide:

The order number;
A description of the issue;
Clear photographs of the product;
Clear photographs of the packaging; and
Any other information reasonably required to assess the claim.

Coastal Palms will review the claim and, where the claim is accepted, provide an appropriate remedy. Depending on the circumstances, this may include a replacement, refund or other appropriate resolution.

Customers should not dispose of a damaged or defective product before the claim has been reviewed.

6. Return Shipping

For approved returns resulting from a change of mind or another reason not caused by Coastal Palms, the customer is responsible for the cost of returning the product.

The customer is responsible for ensuring that returned products are securely packaged. We recommend using a trackable shipping service.

If the return is required because Coastal Palms supplied an incorrect, damaged or defective product, the applicable return or replacement arrangements will be communicated to the customer after the claim has been reviewed.

7. Refunds

Returned products will be inspected after they are received by Coastal Palms.

If the return is approved, the refund will be issued to the original payment method, where technically possible.

The time required for a refund to appear in the customer's account may vary depending on the bank, card issuer or payment provider.

Original delivery charges are not refundable for change-of-mind returns. This does not apply where a refund of such charges is required because of an error by Coastal Palms or under applicable law.

8. Order Cancellations and Changes

Requests to cancel or modify an order must be submitted as soon as possible after the order has been placed.

Coastal Palms cannot guarantee that an order can be cancelled or modified once processing has begun.

Orders that have already been dispatched cannot be cancelled and will be subject to this Return & Refund Policy.

9. Refund Processing

Coastal Palms reserves the right to refuse a return or refund where the returned product does not meet the conditions set out in this policy, subject to the customer's rights under applicable Indonesian consumer protection law.

Nothing in this policy is intended to exclude or limit any consumer rights that cannot lawfully be excluded or limited.