Refunds

As professional chandlers, we understand the importance of customer satisfaction and strive to provide the highest quality products. However, we also recognize that there may be instances where a customer may need to request a refund. This page outlines our refund policy to ensure transparency and clarity for our valued customers.

1. Eligibility for Refunds

Customers may be eligible for a refund under the following circumstances:

-Received a damaged or defective product

-Received the wrong product

2. Refund Process

If you believe you are eligible for a refund, please follow these steps:

Contact our customer support team within 14 days of receiving the product.

Provide detailed information about the issue, including order number, product name, and a clear description of the problem.

Our customer support team will review your request and may request additional information or evidence, such as photographs of the damaged product.

If your refund request is approved, we will provide instructions on how to return the product. Please be aware that shipping costs will not be refunded, and we do not assume responsibility for return postage costs.

Once we receive the returned product, we will inspect it to ensure it meets the eligibility criteria for a refund.

If the product is deemed eligible, we will initiate the refund process.

3. Refund Options

Depending on the circumstances, we offer the following refund options:

-Full refund: If the product is damaged, defective, or the wrong item was sent, we will provide a full refund for the product. 

-Partial refund: In some cases, we may offer a partial refund if the issue is minor and does not warrant a full refund.

-Store credit: If you prefer, we can provide store credit instead of a refund, which can be used towards future purchases.

Please be aware that shipping costs will not be refunded.

4. Refund Timeframe

We strive to process refunds as quickly as possible. Once your refund request is approved and the returned product is received, it may take up to 15 business days for the refund to be processed. The exact timeframe may vary depending on your payment method and financial institution.

5. Contact Us

If you have any questions or need further assistance regarding our refund policy, please contact our customer support team. We are here to help and ensure your satisfaction with our products.

Note: This refund policy applies only to purchases made directly from our website. If you purchased our products from a third-party retailer or at a local market, please refer to their refund policy.”