Refund policy
1. Right of Withdrawal
In accordance with current legal provisions (Article L.221-18 of the French Consumer Code), you have a period of 14 days from the receipt of your items to exercise your right of withdrawal, without having to provide any reason or pay penalties, except for return shipping costs.
1.1. Conditions for Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must notify us of your decision through a clear statement (for example, by email or letter). A withdrawal form is available on our website to facilitate the process.
Products must be returned unused, in their original packaging, and in perfect resalable condition.
Return shipping costs are the responsibility of the customer, unless the product is defective or does not match the order.
2. Return Procedure
The return address will be provided to you by email.
2.1. Return for Defective Product or Order Error
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of receiving your package. After verification, we will provide you with a prepaid return label. Return shipping costs will therefore be covered by us.
3. Refund
3.1. Refund Timeframe
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund. If your return is approved, the refund will be processed within 14 days of receiving the returned products. The refund will be issued using the same payment method as the one used for the original purchase.
3.2. Non-Refundable Products
Customized products or items made to order are not eligible for a refund, except in cases of manufacturing defects or errors on our part. Additionally, any returned product that is incomplete, damaged, deteriorated, or soiled will not be accepted.
4. Product Exchanges
We do not offer product exchanges at this time. If you wish to obtain a different item, we recommend that you return your product and place a new order for the desired item.
5. Assistance
For any questions regarding returns and refunds, feel free to contact us by email at contact@siwacandles.com or by phone at +33 7 81 52 68 50.