Refund Policy

Refund Policy

In the unlikely event that you’d like to return your item, we are happy to refund your products within 30 days of purchase. Simply send your items back to us in 'Perfect Condition' and we will refund your original payment method within 7 working days. 

If your items are not in like new condition, we reserve the right to partially refund. We will not accept any products that have been used. 

Unfortunately we will be unable to accommodate any refund if it appears that your candle has not been burnt correctly in line with our candle care instructions. Along with if your diffuser has not been stored correctly, following our care guide. We strongly advise that these are read upon purchasing to ensure the best possible burning and storing experience. 

We do not take responsibility for return postage costs, and initial postage costs will not be refunded. You can always contact us for any return questions at

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. 


1: Contact us to tell us what you are returning and your reasons why:

2: Send your items to Nero Bianco, 9 Chestnut Close, Kingsbury, B78 2JA

3: We will refund in line with our returns policy. 

Damages and lost items
Please inspect your order upon receipt and contact us within two days of the item being delivered, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If the item is out of stock, a refund will be provided.

If your order has not arrived after 10 working days from the shipped date, we will assist with locating this item. If this has being lost in transit, a new item will be sent to you.

Shipping address
It is your responsibility to ensure the correct shipping address has been entered. If this is the case we will do everything we can to edit this before the item is shipped however, entering an incorrect shipping address may result in an order not arriving and a refund will not be be provided.

Non-returnable items
Unfortunately, we cannot accept returns on sale items, clearance items or items reduced to being “imperfect” or gift vouchers.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.