Return & refund
Effective Date: 22 august 2024
1. Overview
At House of Chandelle, we take great pride in the quality of our handcrafted candles. Each candle is made with care and attention to detail, ensuring that you receive a product that meets our high standards. Due to the nature of our products, we have a strict No Return and No Exchange policy, except in the case of defective items.
2. No Return and No Exchange Policy
- Final Sale: All sales are final. Once your order has been placed and processed, it cannot be canceled, returned, or exchanged. This policy helps ensure that all customers receive candles that are new, unused, and of the highest quality.
- Non-Returnable Items: All candles, accessories, and other products sold through our website are non-returnable and non-exchangeable, except in cases where the item is defective upon arrival.
3. Defective Items
Eligibility for Return: If you receive a candle that is defective, you may be eligible for a replacement or refund.
Defective items include:
- Wicks that are improperly placed.
- Candles with significant imperfections that affect their burn.
- Please inspect your order upon receipt. If you find any defects, you must notify us immediately after delivery.
- Contact our customer service team at info@houseofchandelle.com with your order number, a description of the issue, and photos of the defective item.
- Returned items will only be accepted in original packaging.
- Resolution: Once your claim is verified, we will offer one of the following options:
- Replacement: We will send a replacement candle at no additional cost to you.
- Refund: If a replacement is not available, we will issue a refund to your original method of payment.
4. Shipping for Defective Items
Return Shipping Costs: If you are required to return the defective item, we will provide a prepaid shipping label. Please use the original packaging to return the candle to ensure it is not damaged in transit.
5. Important Notes
- Natural Variations: Due to the handcrafted nature of our candles, slight variations in color, scent, and appearance are normal and not considered defects. These natural variations are part of what makes each candle unique and special.
- Customer Responsibility: It is the customer's responsibility to follow the care and use instructions provided with each candle. We are not responsible for damage caused by improper use or storage.
6. Contact Us
If you have any questions or concerns about our Return and Refund Policy, or if you need to report a defective item, please contact us at:
House of Chandelle info@houseofchandelle.com.