Thank you for choosing candletimes. We are committed to ensuring that your shopping experience is pleasant. If you are not satisfied with the purchased product, please refer to the refund policy below.

1. Refund application conditions

1.1 The product must meet one of the following conditions before you can apply for a refund:

  • The product is damaged during transportation;
  • The received product does not match the description;
  • The product has quality problems;
  • Other reasonable reasons (relevant certificates must be provided).

1.2 Refund applications must be submitted within 7 days after receiving the product. Expired applications will not be accepted.

2. Refund process

2.1 Submit an application: Please submit an application via email ([email protected]) or online customer service to submit a refund application and provide the following information:

  • Order number;
  • Refund reason;
  • Product photos (such as damaged products or quality issues).

2.2 Review and processing: We will review and respond within 3 working days after receiving your application.
2.3 Return of goods: If you need to return the goods, we will provide the return address and specific requirements. You need to send the goods back and provide the logistics tracking number.
2.4 Refund completed: Once the goods are confirmed to be returned and meet the refund conditions, we will refund the money to your original payment method within 7 working days.

3. Refund Methods

3.1 All refunds will be processed according to the original payment method.
3.2 The specific arrival time depends on your payment provider (such as bank or payment platform), usually 3-10 working days.

4. Return Shipping

4.1 If the refund reason is our responsibility (such as damaged goods or wrong delivery), the return shipping cost will be borne by us.
4.2 If the refund reason is the buyer’s personal decision (such as dislike or wrong purchase), the return shipping cost will be borne by the buyer.

5. Non-refundable situations

The following situations are not eligible for refund:

  • The product has been used or damaged;
  • The product is not in the original packaging or is missing accessories;
  • The refund application period has expired (7 days after receipt);
  • Products that are specifically marked as non-returnable (such as customized products or promotional products).

6. Special instructions

6.1 If the refund amount you receive is not consistent with your expectations, please contact us immediately and we will verify and process it.
6.2 For orders during the promotion period, the refund amount will be based on the actual payment amount.

7. Customer Support

Tel: +1 9293930199

Email:[email protected]

Address:90 Drymen Road, Glasgow, G61 2SY, UK

Thank you for choosing the candletimes website! We are always committed to providing you with quality service and a satisfying shopping experience.