We want you to be completely happy with your purchase from Sirius Candle. If you change your mind or are not satisfied, you have the right to return your order under the conditions outlined below.
1. EU Right of Withdrawal (14 Days)
In accordance with EU and Maltese consumer protection laws, you have the right to withdraw from your purchase within 14 days from the day you (or a third party indicated by you) received your package, without giving any reason. Because this is a legal right, it applies to all items, including regular priced and sale items. To exercise this right, you must notify us by email at [email protected] within this 14-day window.
2. Condition for Returns
To be eligible for a refund, returned items must meet the following strict criteria:
Unused and unlit: For safety and hygiene reasons, candles that have been burned, lit, or tampered with cannot be accepted.
Original packaging: The items must be returned undamaged in their original packaging.
Proof of purchase: An email confirmation or order number is required.
3. Non-Returnable Items
The following items are strictly exempt from the right of return and cannot be refunded:
Used, lit, or damaged products.
Customized or personalized goods (e.g., candles made with custom scents, custom sizes, or personalized labels).
Gift cards.
Items returned without their original packaging.
4. How to Return Your Items
Contact Us First: Within 14 days of delivery. Email us at [email protected] with your order number and details of the items you wish to return. Do not ship packages back without notifying us first.
Package Securely: Fragile contents. Pack the candles carefully in their original boxes. Because Jar and wax are fragile, items that return to us broken due to poor packaging cannot be refunded.
Ship to Saint Julian’s, Malta: Address provided upon request. Once you contact us to request a return, we will reply with the exact delivery address in Saint Julian’s, Malta.
Return Costs: You are responsible for paying the return shipping costs unless the item arrived damaged or defective. We strongly recommend using a trackable shipping service, as we cannot issue a refund if the package is lost in transit.
5. Refunds and Shipping Costs
Once your return is received and inspected, we will send you an email to notify you whether your refund has been approved or rejected.
What we refund: If your return is approved under the 14 day right of withdrawal, we will refund the full price of the items plus the standard shipping cost you paid to receive the order. If you chose a premium express delivery method when ordering, we will only refund the equivalent of our cheapest standard shipping rate.
Processing Time: Your refund will be processed back to your original method of payment (PayPal or Stripe) within 5 to 10 business days of us receiving the returned goods.
Partial Refunds: A partial refund may be granted at our discretion if an item is returned with missing parts or damaged packaging not caused by our error.
6. Late or Missing Refunds
If you haven’t received your refund yet, please check your bank account or payment provider account again. Next, contact your credit card company or PayPal, it often takes some processing time before a refund is officially posted. If you have done all of this and still have not received your refund, please reach out to us at [email protected].
7. Exchanges and Damaged Items
We only replace items if they arrive defective or damaged. If a candle arrives broken, email us at [email protected] within 48 hours of delivery with photographic proof of the damage so we can arrange a direct replacement.
8. Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive a digital gift credit for the value of your return once the item is received.
If the item wasn’t marked as a gift, the refund will be issued back to the original purchaser.
