Refund policy

Effective date: September 4, 2026

We want you to be pleased with your Moreno purchase. This policy explains how returns, cancellations, replacements, and refunds are handled. Nothing in this policy limits any non-waivable rights available under applicable consumer law.

Contact us before returning an item

To request a return, email info@morenocalifornia.com with your order number, the item you wish to return, and the reason for the request. If the return is accepted, we will provide instructions and confirm the correct return destination for the market that fulfilled your order.

Do not send a product back without authorization. Unauthorized returns may be delayed, refused, or returned to the sender.

Authorized US returns are sent to Moreno Interior LLC, 2658 Griffith Park Boulevard #361, Los Angeles, CA 90039, United States. Authorized Sweden returns are sent to Moreno California, Elinsdalsgatan 15, 504 33 Borås, Sweden. We will identify the correct address in the return authorization; sending an item to the wrong location may delay processing.

Standard returns

For customers outside the European Economic Area and other jurisdictions with mandatory cancellation rights, return requests must be made within 30 days after delivery.

To qualify for a standard return, an item must be unused, unopened, undamaged, and in its original packaging, with proof of purchase. We may decline a return or reduce the refund when a product has been used, altered, damaged after delivery, or returned incomplete, except where applicable law requires otherwise.

Opened or used soaps cannot be returned for a change of mind. Opened or burned candles cannot be returned for a change of mind. This restriction does not apply to products that arrived damaged, defective, incorrect, or otherwise protected by applicable consumer law.

European Economic Area and United Kingdom cancellation rights

If you are a consumer in the European Economic Area or United Kingdom, you may have a statutory right to cancel an eligible online purchase without giving a reason, generally within 14 days after the goods are delivered. To exercise that right, email info@morenocalifornia.com before the cancellation period expires with a clear statement that you wish to cancel the purchase.

After notifying us, you must return the eligible goods within the period required by applicable law. Unless the product is defective or we agree otherwise, you are responsible for the direct cost of the return. We will reimburse the purchase price and, where required, the cost of the least expensive standard outbound delivery option offered at checkout. Additional charges for expedited delivery are not refundable unless required by law.

For EEA and UK cancellations, return the eligible goods within 14 days after telling us that you wish to cancel. We will issue the required refund without undue delay and within the period required by law. We may withhold the refund until we receive the goods or you provide evidence that they have been returned, whichever occurs first, where applicable law permits.

You may be responsible for diminished value caused by handling beyond what is reasonably necessary to inspect the product. Statutory exceptions may apply, including to sealed goods that are not suitable for return for health or hygiene reasons once unsealed. Your statutory rights concerning defective or non-conforming goods remain unaffected.

Model cancellation form for EEA and UK customers

You may use the following wording, although it is not mandatory to use this exact form:

To Moreno Interior LLC, doing business as Moreno California, at info@morenocalifornia.com and 2658 Griffith Park Boulevard #361, Los Angeles, CA 90039, United States:

I give notice that I cancel my contract for the sale of the following goods: [identify goods]. Ordered on: [date]. Received on: [date]. Order number: [number]. Consumer name: [name]. Consumer address: [address]. Date: [date].

Damaged, defective, or incorrect orders

Inspect your order after delivery. If an item is damaged, defective, missing, or incorrect, contact info@morenocalifornia.com promptly, preferably within 7 days, and include your order number and clear photographs of the product and packaging. The 7-day request is intended to help us investigate carrier or packing issues and does not shorten any mandatory legal right.

When a claim is approved, we will provide an appropriate remedy, which may include replacement, refund, or another remedy required by law. Do not discard the product or packaging until we tell you whether they are needed for the claim.

A candle is not defective merely because damage or poor performance results from use contrary to the warnings or care instructions supplied with the product. This includes failing to let the wax melt to the edge on the first burn, failing to trim the wick to 5 mm before each burn, burning the candle for longer than four hours at a time, continuing to burn it after only 5 mm of wax remains, or otherwise disregarding the product's safety instructions. This exclusion does not apply where the candle itself was defective or where applicable law provides a remedy that cannot be limited.

Cancellations and address changes

Contact us as soon as possible if you need to cancel an order or correct its shipping address. We cannot guarantee a change after fulfillment has begun. If an order has already shipped, it will be handled under the return provisions above.

Return shipping

Unless the item is damaged, defective, incorrect, or applicable law requires otherwise, the customer is responsible for return shipping. Original expedited-shipping charges are not refundable. We recommend using a trackable service and retaining the receipt. Moreno is not responsible for a return parcel lost before it reaches the authorized return destination.

Refunds

We will inspect the return and notify you whether the refund is approved. Approved refunds are issued to the original payment method. Moreno normally processes an approved refund within 10 business days; your bank or payment provider may require additional time to post it. EEA and UK statutory cancellations are refunded within the legally required period described above.

If more than 15 business days have passed since we approved a refund, contact info@morenocalifornia.com.

Exchanges

The fastest way to obtain a different product is to return the eligible item and place a new order after the return is approved. If the original item was defective or incorrect, contact us before placing another order.

Final-sale items

Gift cards and items clearly identified as final sale cannot be returned for a change of mind, except where applicable law provides otherwise. Sale pricing alone does not remove statutory consumer rights.