RETURN AND REFUND POLICY
At Studio Candela, we are committed to providing you with the highest quality products and ensuring your complete satisfaction. If for any reason you are not completely satisfied with your purchase, we are here to help. Please read our returns and refund policy below carefully.
1. RETURN TIME
1.1 You have 14 calendar days from the date of receipt of your order to return a product.
2. RETURN CONDITIONS
2.1 To be eligible for a return, your item must be in the same condition you received it, unused, and in its original packaging.
2.2 Personalized or tailor-made products cannot be returned, except in the event of breakage upon receipt.
2.3 You must also provide proof of purchase (order number, invoice).
3. RETURN PROCESS
3.1 To initiate a return, please contact our customer service at studiocandela.off@gmail.com with your order number and reason for the return.
3.2 Once your return is approved, we will send you detailed instructions on how to return your product.
3.3 Shipping costs for returning your product are your responsibility, unless the product is broken upon receipt.
4. INSPECTION AND REFUND
4.1 Upon receipt of your return, we will inspect the item and notify you whether your refund has been approved or rejected.
4.2 If your return is approved, we will process your refund within 14 working days. The refund will be made via the same payment method used during the purchase.
5. EXCHANGES
5.1 We only replace items if they are faulty or damaged. If you need to exchange a product for the same item, please contact us at studiocandela.off@gmail.com
6. NON-REFUNDABLE ITEMS
6.1 Certain categories of products cannot be returned:
- Gift cards
- Products on sale
- Personalized products (colored, scented, candy boxes)
7. SHIPMENTS
7.1 You are responsible for the postage costs of returning your item, unless the product is received broken. Shipping costs are not refundable.
7.2 We recommend that you use a trackable delivery service or take out insurance for any returned items. We do not guarantee receipt of your returned item.
8. CONTACT
8.1 If you have any questions about our returns and refund policy, please do not hesitate to contact us at studiocandela.off@gmail.com .