REFUND POLICY
This Refund Policy formulates unified, standardized, and transparent refund rules for all order transactions on our official website, applicable to all global customers who purchase scented candles, home fragrances, Halloween decorations, and other products on this platform. This policy clarifies the applicable conditions, processing procedures, time limits, and fund arrival rules of refunds, ensuring that the legitimate rights and interests of all customers are fully protected.
We provide a 60-day valid after-sales refund cycle for all products sold on the website. Starting from the date when the customer successfully signs for the product, customers can apply for refund services within 60 natural days for eligible orders. All refund applications will be reviewed and processed in strict accordance with the rules stipulated in this policy, with no regional difference in the refund cycle for global orders.
Eligible refund scenarios include but are not limited to product quality problems, product damage during transportation, serious inconsistency between received products and website description, wrong product delivery and missing delivery by our platform, and other non-human-induced abnormal order situations. In addition, customers can also apply for unconditional refunds for unused, unopened, and intact products within the valid refund cycle if they are not satisfied with the product style, size, or use effect.
For refund applications initiated by customers due to personal reasons, customers need to ensure that the returned products are kept in original intact conditions, including original packaging, complete accessories, unused traces, and undamaged appearance. Products that are damaged, worn, used, or lack original accessories due to personal use and improper preservation will not be eligible for full refund services, and we have the right to reject invalid refund applications.
After the customer submits a valid refund application and completes the corresponding return and delivery operation as required, we will conduct a comprehensive inspection and verification of the returned products within the specified time. After our warehouse confirms that the returned products are intact and meet the refund standards, we will officially start the refund settlement process. All refund funds will be returned through the original payment channel used by the customer during order payment.
The unified refund processing cycle is 5 to 10 working days. After the refund is approved by our platform, the funds will be returned to the customer’s original payment account within 5-10 working days. The specific arrival time of individual funds may be slightly affected by the processing cycle of the customer’s payment institution and bank system, which is within the normal fluctuation range of fund settlement and does not belong to the abnormal service problem of our platform.
In view of our global free shipping service policy, all orders enjoy free shipping services provided by the platform. Under normal circumstances, we will not deduct any shipping fees, handling fees, and hidden service fees from the refund amount of eligible orders. The customer’s principal payment amount will be fully refunded in accordance with the actual payment amount of the order.
We strictly prohibit malicious refund applications and repeated invalid refund applications. For malicious refund behaviors such as false problem feedback, repeated application for refunds for the same order, and intentional damage to products to apply for refunds, our platform has the right to reject the application, record the abnormal behavior, and retain the right to pursue relevant responsibilities.
If customers have any doubts about the refund progress, refund amount, and processing results, they can contact our official customer service team at any time for inquiry and appeal. We will verify the order information again and give a fair and reasonable processing result to ensure that every refund transaction is transparent and standardized.