Returns & Cancellation
Merchandise is only eligible for return if the wick has not been burned, broken, or altered for any reason. Returns are accepted as long as we are contacted within fourteen days upon delivery. The fourteen day period starts from the day you or a third party named by you have taken physical possession of the goods. Please contact Customer Support before sending your return package! To exercise your right of withdrawal, you must inform us by means of a clear statement (eg, a letter sent by mail or email) of your decision to withdraw from the purchase before the withdrawal deadline.
Cases we cannot refund are:
- Candle has been burned and is not defective
- Ring has been removed
- Return package not received – this is usually due to customers not getting a tracking number when they return their package.
If you withdraw from the purchase, we give you all the payments that we have received from you, including delivery costs (with the exception of the additional costs arising from the fact that you have chosen a type of delivery other than that offered by us), and you must be repaid immediately at the latest within fourteen days from the date on which the notice is received through your cancellation of the purchase.
We may withhold the reimbursement until we have received the goods back or until you have demonstrated that you have returned the goods, whichever is earlier. You have to return the goods promptly and in any event no later than fourteen days from the date on which you notify us of the cancellation of the purchase. The deadline is met if the goods are sent before the expiry of fourteen days.
The customer bears the direct cost of returning the product. If the product is returned in an altered state of characteristic and functioning, which results in a diminished value of the product, the customer must pay the cost of this diminished value.
In the case of a product being purchased with gift vouchers, we reserve the right to refund any amounts due to you for cancelled and returned products by crediting your gift voucher account with the value of the respective gift voucher which you used.
In the case of products being purchased with a promotional voucher, we reserve the right to refund you the original price of the product or products you keep, if – due to a cancellation – the total value of the product or products you kept falls below the value of the promotional voucher.
Please note: Once the refund is processed it may take between 3-7 days to reflect in your account.
We want you to be 100% satisfied with your purchase! If you aren’t happy, we want to know why!
Please note: Each customer is treated as an individual. No two cases are alike. Ultimately, these are examples of some returns. If you are unsure if you can get a refund it is always best to email us and ask. As always, our Customer Support team is here to help. Please make sure you contact us with any issues, questions or comments!
We may cancel a purchase if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made.
For the refund, we use the same method of payment that you used for the initial transaction unless it is explicitly agreed otherwise; in any case, you will not be charged fees for this repayment.