Refund policy
If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email (support@musecandle.com) at first.
Return & Exchange Conditions
1. Items returned without authorization will not be accepted.
2. Items must be returned within 30 days after you receive them.
3. All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
4. When returning or exchanging items, customers must use a shipping method providing tracking information.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Return process
Initiate a return: Please email us at support@musecandle.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 2 business days.
Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
Refund or exchange: when we receive your return/exchange, we will inspect the item in 2-3 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
If the return is for the clients’ personal reason (such as: change of mind, incorrect shipping address or post code, design, size or finishes not suitable, too heavy etc), you will be responsible for both shipping cost. You need to pay for the shipping to ship it back to us and make sure the product is sealed in its original package and in a resalable condition. Once we receive the product and verify that the product is in new/unused condition, we will issue a refund minus the shipping cost for us.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@musecandle.com.
Order Cancellations
Important Notes: You can receive a full refund within 48 hours of placing your order.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.