Refund policy
We want you to be satisfied with your purchase from LuxyM Candle Supplier. Please review the following return and refund conditions before requesting a return.
Returns
Returns of eligible unwanted items may be requested within 30 calendar days of the delivery date.
To be eligible for a return, the item must be:
- Unused and unopened
- In the same condition in which it was received
- In its original packaging
- Resalable
- Accompanied by proof of purchase
Items that have been opened, used, altered, damaged after delivery, or are no longer in resalable condition may not be eligible for return.
To request a return, please contact us before sending any products back. Items returned without prior authorization may not be accepted.
Return Shipping Costs
For returns due to a change of mind, ordering the wrong product, or no longer wanting the item, the customer is responsible for all return shipping costs.
Original shipping charges are non-refundable, as these fees have already been paid to the shipping carrier.
We recommend using a trackable shipping service when returning merchandise. LuxyM Candle Supplier is not responsible for return packages that are lost or damaged in transit.
Order Inspection & Reporting Issues
Customers are responsible for inspecting their order promptly after delivery.
Any issue involving:
- Missing items
- Incorrect items
- Incorrect quantities
- Damaged products
- Broken jars or containers
- Leaking products
- Packing or fulfillment errors
- Other order discrepancies
must be reported to LuxyM Candle Supplier within 7 calendar days of the delivery date shown by the shipping carrier.
Please include your order number and clear photographs of the products, shipping box, packaging, and shipping label when applicable.
Issues reported more than 7 calendar days after delivery may not be eligible for replacement, store credit, or refund, except where required by applicable law.
Please keep all products, boxes, and packaging until the issue has been reviewed and resolved.
Defective, Damaged or Incorrect Products
If you receive a product that is defective, damaged, incorrect, or if LuxyM Candle Supplier made an error with your order, please contact us within 7 calendar days of the delivery date shown by the shipping carrier.
Once the issue has been reviewed and approved, LuxyM Candle Supplier may, depending on the circumstances:
- Replace the affected item
- Issue store credit
- Issue a refund
If we require a defective, damaged, or incorrect product to be returned, LuxyM Candle Supplier will provide or reimburse the applicable return shipping cost.
Do not return defective, damaged, or incorrect merchandise without contacting us first.
Non-Returnable Items
For safety, quality-control, hygiene, and contamination reasons, certain products may not be eligible for return once opened or used.
Non-returnable items may include:
- Opened fragrance oils
- Opened diffuser bases or other liquid products
- Opened wax
- Used candle vessels or containers
- Used wicks or accessories
- Custom or special-order products
- Personalized products
- Private label and custom candles
- Products altered or modified by the customer
- Clearance or final-sale merchandise
- Gift cards
Products sold by weight or volume that have been opened, poured, transferred, mixed, or otherwise used cannot be returned.
Please contact us before purchasing if you are unsure whether a product is eligible for return.
Private Label & Custom Candle Orders
Private label and custom candle orders are made to each customer's specifications and are final sale. Once production begins, these orders cannot be cancelled, returned, exchanged, or refunded.
Customers are responsible for reviewing their vessel, fragrance, wax, lid, and label details before ordering. We recommend ordering a sample before placing a larger order.
If a private label order arrives damaged, defective, or incorrect due to an error by LuxyM Candle Supplier, please follow the Order Inspection & Reporting Issues steps above within 7 calendar days of delivery.
Sale & Clearance Items
Items marked Final Sale are not eligible for return, exchange, or refund unless the item arrives damaged, defective, or incorrect, subject to applicable law.
Pre-Orders
Pre-order products are purchased before they are available for immediate shipment.
Estimated availability dates are estimates and may change due to supplier, manufacturing, freight, customs, carrier, or other delays outside our control.
If an order contains both in-stock and pre-order products, the entire order will ship together once all items are available.
If you would like an in-stock product to ship immediately, it must be purchased in a separate order from the pre-order products.
For complete pre-order and shipping terms, please review our Shipping, Delivery & Pre-Order Policy.
Exchanges
We do not process direct exchanges.
If you would like a different item, please request a return for the eligible product. Once the return is approved, you may place a new order for the item you would like.
The new order is subject to current pricing, inventory availability, and shipping charges.
Refunds
Once your authorized return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method used at checkout.
LuxyM Candle Supplier cannot issue a refund to a different credit card, debit card, bank account, or payment method.
If the original card has been cancelled, replaced, expired, or the associated account has changed, the refund will still be processed through the original payment method. The customer is responsible for contacting their bank, card issuer, or payment provider regarding how the refund will be received or transferred.
Once LuxyM Candle Supplier has successfully issued the refund, any delay in receiving the funds is subject to the customer's bank, card issuer, or payment provider.
Original shipping charges are non-refundable unless the refund results from an error made by LuxyM Candle Supplier or where otherwise required by applicable law.