At SereneFlame, customer satisfaction is our top priority. We take great pride in handcrafting high-quality soy candles and botanical aromas. If you are not completely satisfied with your purchase, we are here to help. This Return and Refund Policy outlines the terms, conditions, procedures, and timelines for returns, replacements, and refunds.
1. Return Window
We maintain a strict 30-day return window from the date your shipment is delivered:
- 14-Day Refund Request Window: Customers must contact us and request a return or refund within 7 days of package delivery.
- 30-Day Hard Limit: The product must be shipped back and received at our facility within 30 days of delivery. Return items received after 30 days will not be accepted or processed.
2. Return Eligibility & Product Condition
We accept returns for both defective (damaged, broken, or incorrect items) and eligible non-defective products, provided they meet all of the following conditions:
- Original Condition: The candle must be completely unused, unlit, undamaged, and returned in its original physical state (asal halat) with all original retail packaging, box, labels, and tags intact.
- Proof of Purchase: A valid receipt, order confirmation email, or order number is strictly required to process any return.
- Required Documentation:
- Product must be in its original condition.
- Proof of purchase must be provided.
- Clear photos/videos showing the product condition or defect must be attached to your email request.
3. Acceptable Reasons for Return
To maintain fair and transparent store policies, SereneFlame processes returns based on the following rules:
- Wrong Item Shipped / Defective Item: If an incorrect product was sent or if your candle arrives broken/defective during transit, SereneFlame will accept the return and offer a full refund or free replacement.
- No Refund for Change of Mind: Please note that we DO NOT accept returns or issue refunds for change of mind, subjective fragrance preference, or buyer’s remorse once an order has been delivered in good condition.
4. Damaged or Defective Products
If your candle arrives damaged, cracked, or defective upon delivery:
- Required Proof: The customer must send clear photos/pictures of the damaged item and its original packaging to support@sereneflame.com.
- Timeline: The request must be submitted within our 7-day return request window.
- Resolution: Upon verification, SereneFlame will issue a Full Refund or ship a free replacement according to customer preference.
5. Incorrect Item Received
If you receive an item different from what you ordered:
- Notification: Contact us within 7 days of receiving the parcel with photos of the incorrect item and your order number.
- Resolution: SereneFlame will take full responsibility and provide a 100% Full Refund or send the correct replacement item immediately at no additional cost to you.
6. Step-by-Step Return Process
To initiate a return request, please follow these steps:
- Contact Us via Email: Send an email to support@sereneflame.com within 7 days of delivery to request return authorization.
- Provide Required Order Details:
- Full Name and Order Number
- Clear photographs of the product, packaging, and shipping label
- Specific reason for the return request
- Return Approval & Instructions: If your return is approved, our support team will email you official return instructions along with our designated return mailing address.
- Ship the Item: Package the product securely and ship it back to us within the 30-day limit. Unauthorized returns sent without prior email confirmation will not be accepted.
7. Return Shipping Label & Fees
- Customer Responsibility: Customers are responsible for acquiring their own return shipping label and paying all associated return shipping and handling fees to return items to our warehouse.
- (Note: If the return is due to an error on our part, such as a wrong or damaged item shipped, we will handle the issue and provide a full refund or replacement).
8. Refund Timeline & Original Payment Method
- Inspection: Once your returned item is delivered to our facility, our quality team will inspect it within 2 to 3 business days.
- Refund Approval: Upon successful inspection verifying that the item is in its original, unused condition, your refund will be authorized.
- Original Payment Method: All approved refunds will be credited directly back to the original payment method used during checkout (Credit/Debit Card, Apple Pay, Google Pay, etc.).
- Credit Timeline: Once processed, refunds typically reflect on your bank account or card statement within 3 to 5 business days, depending on your financial institution.
9. Customer Support Contact Information
If you have any questions or need assistance with your return, please contact us:
Store Name: SereneFlame
Email Support: support@sereneflame.shop
Business Address: 64 OXBOW DRGLASTONBURY CT 06033-1641USA
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)