Refund policy
Refund & Exchange Policy
At CandleCadence, customer satisfaction is our priority. If you receive an incorrect, damaged, or defective item, we are committed to providing a fair resolution process.
Exchange & Refund Eligibility
Customers may request an exchange or refund in the following cases:
- Wrong item received
- Product arrived damaged or broken
- Defective or non-working product
In most situations, an exchange will be arranged. A refund may be considered if:
- The replacement product is unavailable
- The issue cannot be resolved through exchange
- The case qualifies for refund approval after review
How to Submit a Claim
To report a damaged, broken, or incorrect item, customers must submit a support ticket through the official support portal:
Claim Process:
- Click on Create Ticket
- Select Order After Delivery
- Choose the relevant issue category
- Fill in the required order details accurately
- Upload clear video/photo proof
- Submit the ticket
Required Proof
- Video proof is mandatory for all claims
- Claims without proper evidence may not be accepted
Claim Time Limit
All claims must be submitted within 48 hours of parcel delivery.
Return Address
Customers should not return products without approval. If a return is required, the official return address and instructions will be provided by the support team after claim verification.
Non-Refundable Situations
Refunds or exchanges are not applicable for:
- Change of mind
- Personal dislike of the product
- Minor color or design variations caused by screen settings or lighting
Important Note
All refund and exchange requests are subject to approval after review. Candle Cadence reserves the right to approve or reject claims based on the provided evidence and supplier policy conditions.