Refund policy

Our promise: We want you to love your Wilasa Home piece. If something isn't right, we're here to help — within the timeframes below.

Return window

You may request a return within 14 days of the delivery date. To start a return, email hello@wilasahome.id with your order number and the reason for the return.

Return conditions

To be eligible, your item must be:

• Unused and in the same condition you received it
• In its original packaging, with all seals, labels, and accessories included
• Accompanied by proof of purchase (order number or receipt)

Non-returnable items

For hygiene and safety reasons, we can't accept returns on items once opened, used, or unsealed:

• Candles that have been lit or had their wick trimmed
• Reed diffusers that have been unsealed or used
• Any fragrance product once the seal is broken

We're also unable to accept returns on:

• Custom, made-to-order, or personalized items
• Items marked "Final Sale" at time of purchase
• Gift cards

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with photos of the item and its packaging. We'll arrange a replacement or full refund, including return shipping, at no cost to you.

Refunds

Once we receive and inspect your return, we'll let you know if it's approved. Approved refunds go back to your original payment method within 5–10 business days. Original shipping charges are non-refundable.

Return shipping

For change-of-mind returns, return shipping is the customer's responsibility. We recommend a trackable shipping service — we can't be responsible for returns lost in transit back to us.

International returns

Customers outside Indonesia are responsible for return shipping costs and any customs charges incurred when sending an item back.

Exchanges

The fastest way to get the item you want is to return the original item and, once that return is accepted, place a new order for the item you'd like instead.