Refund policy
Returns & Exchanges
Return and exchange eligibility depends on the items in your order. You may request a return or exchange within 14 days of receiving your item(s).
Where returns or exchanges are accepted, items must be returned in their original condition—unused, unlit, with no signs of use (e.g., intact wax, original wick, and uncompromised fragrance). All items must have their original tags, be in their original packaging, and remain in a resalable condition (must not affect secondary sale). We reserve the right to reduce or decline your refund if the item has been lit, used, damaged, or handled beyond what is necessary to inspect it.
How to Start a Return
Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.
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Pack the Item: Securely pack the item(s) back into their original packaging to ensure safe transit.
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Contact Us & Submit Photos: Before returning any item, you must contact our customer support and provide clear photos of the packaged item(s) showing its original, unused condition and outer packaging.
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Authorization & Instructions: Once our customer service team reviews your submitted photos and approves the return request, we will provide you with further instructions on how to send your package back.
Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns. Items sent back to us without prior contact and photo verification will not be accepted.
Damages and Issues
Please inspect your order immediately upon receipt. Fragile items such as scented candles require prompt inspection. Please contact us right away if an item is defective, damaged during shipping, or if you received the wrong item so that we can evaluate the issue and make it right.
Exceptions and Non-Returnable Items
Certain items may not be eligible for return, such as custom-made candles, personalized orders, or final sale items, as indicated on the product listing or at the time of purchase. Any item showing signs of usage (e.g., lit wicks, melted wax) is strictly non-returnable.
Contact us if you have questions about whether a specific item can be returned.
Exchanges
If you wish to exchange an item for a different scent or product, the item must meet the 14-day eligibility window, remain unused and in resalable condition, and be approved via photo verification prior to shipping. Contact us to inquire about exchange options before returning your item.
Refunds
We will notify you after we receive and inspect your physical return to confirm whether the refund is approved. If approved, you will be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
If you do not see your refund within a reasonable period after approval, please contact us.
This policy does not limit any mandatory rights you may have under applicable consumer protection laws.
Contact Us
To request a cancellation, start a return, submit packaging photos, inquire about an exchange, or report damaged items, please contact us at hopekd2300@163.com or use the contact details provided in our store information policy.