Refund policy

Returns, Refunds & Event Policies

We hope you feel the care, intention, and craftsmanship in every Bailao & Co. offering. If something isn’t as expected, we are here to support you.

Returns – Physical Products

Return Window
You may request a return within 30 days from the date of delivery.

Return Conditions
To be eligible for a return, items must be:

  • In the same condition as received

  • Unused and in original packaging

  • Accompanied by a receipt or proof of purchase

How to Start a Return
Please email info@bailaoandco.com to request a return.

Returns must be approved in advance. Items sent back without prior approval cannot be accepted.

Once approved, you will receive:

  • A return shipping label

  • Clear instructions for return handling

Return Address
Bailao & Co.
Ladegårdsvej 6–12
2770 Kastrup
Denmark

Damaged or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately at info@bailaoandco.com so we can make it right.

Preorders

Items purchased during a preorder period are handcrafted specifically for you.

  • Preorders placed between August 28 – October 10

  • Production begins October 10

  • Orders ship by October 31

Preorder cancellations are accepted until production begins on October 10. After this date, cancellations are no longer possible.

Items Not Eligible for Return

We cannot accept returns for:

  • Used candles (for safety and hygiene reasons)

  • Custom or personalized items

  • Sale items or gift cards

Exchanges

If you wish to change a scent or item, the fastest option is to return your original purchase and place a new order once the return has been approved.

EU Customers – Right of Withdrawal

For orders delivered within the European Union, you have the legal right to cancel or return your order within 14 days of delivery, without providing a reason.

Refunds

Once your return has been received and inspected, refunds will be issued to your original payment method within 10 business days.

If you have not received your refund within 15 business days, please contact info@bailaoandco.com.

Gatherings, Events & Retreats

Tickets and reservations for gatherings, workshops, ceremonies, retreats, and in-person events are non-refundable, unless otherwise stated in the specific event terms.

In rare cases of cancellation or major changes initiated by Bailao & Co., participants will be offered:

  • A full refund, or

  • A credit for a future event

Travel, accommodation, and personal expenses related to events or retreats are the responsibility of the participant unless explicitly included.