Refund & Returns Policy
Effective Date: July 2026
At Tvis Candles, customer satisfaction is our priority. Every candle is carefully handcrafted and securely packed before dispatch. If your product arrives damaged or defective, we are happy to assist you with a replacement or refund.
If your order arrives damaged, please share a complete unboxing video within 24 hours of receiving your order. This helps us verify the issue and process your request quickly.
1. Return Policy
We offer a 7-day return policy, which means you may request a return within 7 days of receiving your order.
To be eligible for a return:
- The item must be unused, unburned, and in the same condition in which you received it.
- The product must be returned in its original packaging.
- A valid proof of purchase (invoice or order confirmation) is required.
To initiate a return, please contact us at:
Email: info@tviscandles.com
If your return request is approved, we will provide detailed return instructions. Where applicable, a return shipping label will also be provided.
Items returned without prior approval will not be accepted.
2. Eligible Cases for Returns & Replacements
You may be eligible for a replacement or refund in the following situations:
Damaged or Defective Product
- Contact us within 24 hours of delivery.
- Share your Order Number.
- Provide clear photos of the damaged product.
- Provide a complete unboxing video.
After verification, we will arrange a replacement or refund, as applicable.
Wrong Product Received
If you receive a product different from what you ordered, please notify us within 24 hours of delivery.
Once verified, we will send the correct product at no additional cost. Replacement orders are generally dispatched within 5–7 business days.
3. Non-Returnable Items
The following items are not eligible for return:
- Products purchased during sale or promotional offers.
- Used or burned candles.
- Products damaged due to misuse or improper handling.
- Customized or personalized products (if applicable).
4. Refunds
Once we receive and inspect the returned item, we will notify you whether your refund has been approved.
If approved:
- The refund will be processed to your original payment method within 10 business days.
- Your bank or payment provider may take additional time to reflect the amount in your account.
If 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Email: info@tviscandles.com
5. Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us.
Tvis Candles
Email: info@tviscandles.com