Refund Policy

Thank you for shopping with Mystical Flames. We take great pride in crafting high-quality candles and want you to love your purchase. Since we specialize in handmade products, we do not offer refunds but will replace damaged items as per this policy.

Replacement Eligibility
We offer replacements only for products that arrive damaged or defective. To be eligible for replacement:

  • You must contact us within 24 hours of receiving your order
  • The damage must be reported before using the product
  • You must provide clear proof of damage (photos or unboxing video)
  • The original packaging must be preserved

Proof Requirements
For replacement approval, we require:

  • Photos: Clear images showing the damage from multiple angles
  • Video: A video of the unboxing process showing package condition and product damage
  • Packaging: Images of the original packaging and shipping label

How to Request Replacement
To request a replacement:

  1. Contact us at mysticalflames@gmail.com within 24 hours of delivery
  2. Include your order number and photos/video evidence
  3. We will review your case and respond within 48 hours
  4. If approved, we will ship a replacement immediately

Replacement Processing

  • Approved replacements are shipped within 2-3 business days
  • We cover all shipping costs for replacement orders
  • You will receive tracking information once shipped
  • Original damaged product does not need to be returned

Non-Replaceable Items
We cannot replace:

  • Products damaged after delivery
  • Items used or burned before reporting damage
  • Products where proof of damage is insufficient
  • Orders reported after 24 hours of delivery
  • Minor cosmetic variations in handmade products

Important Notes

  • All our candles are handmade and may have slight variations in color, texture, or appearance - these are natural characteristics and not considered defects
  • During summer months, candles may soften during transit - this does not affect quality and is not grounds for replacement
  • We reserve the right to request additional evidence if needed

Need Help?
If you have any questions about our replacement policy or need assistance with a damaged order, please contact us at mysticalflames@gmail.com and we will be happy to help.

Note: This policy applies only to products damaged during shipping or with manufacturing defects. We do not offer refunds or replacements for change of mind.

Exchanges

We currently do not offer direct exchanges. If you wish to get a different item, we recommend requesting a refund for the original purchase and placing a new order separately.

Non-Refundable Items

Gift cards, custom orders, and sale items are final sale and cannot be refunded unless they arrive damaged or defective.

Need Help?

If you have any questions about our refund policy or need assistance with your order, please contact us at mysticalflames@gmail.com and we will be happy to help.