OUR GUARANTEE: All of our products are 100% Hand Poured and manufactured in Malaysia . Our materials are sourced from sustainable and responsible manufacturers . We believe the best shopping experience allows you flexibility to change your mind about your purchase with us, we can issue you a refund credit or an exchange to another product according to your situation below.
EXCHANGES/ RETURN - DAMAGED PRODUCTS (BROKEN/MELTED)
An exchange/ return will be processed for products that were damaged (broken or melted) while en route to the shipping destination. Item must still be in tact within package. Do not attempt to remove product from packaging if found damaged. Please email firstname.lastname@example.org to report any damages and include photos of damaged products/shipment, including box if damaged immediately upon receipt of item. If you would like a refund, please email email@example.com within 3 days of receipt of product. Refunds may take up to 24 to 48 hours depending on the bank/credit card company.
If a gift, we require proof of purchase or having product (photo) within 7 days of receipt.
Kindly take note of the following for return/exchange:
– Returns must not be opened, and is in its original condition when it was delivered to you.
– Returns must be initiated within 7 days after you received your order..
– Returns must be sent back in its original condition and sent back using the same packaging when it was delivered to you.
– If an exchange is initiated, a RM 20.00 (domestic) or appropriate (overseas) delivery fee will be charged for re-delivery.
– Refunds/exchange are not applicable if the address input was incorrect, incomplete or uncollected, a redelivery charge will be applied to the correct shipping address.
- ALL DELIVERY CHARGES FOR RETURNS /EXHANGES are to be borne by customer from point of pick up to CANDLE PIT STOP HQ in KUALA LUMPUR, MALAYSIA
EXCHANGES/ RETURN - WRONG CHOICE OF PRODUCT, CUSTOMER MISTAKE, CHANGE OF PRODUCT
We can only initiate a exchange policy IF product is returned in good condition, unopened, and unused. Product can only be replaced with an equal to value. Should there be a higher value, top up value will be initiated. If replacement value is below, we cannot allow reimbursement or credit amount due to payment methods. Initiation of exchanges must be done within 2 working days upon receiving of product. PLEASE EMAIL: firstname.lastname@example.org to immediately. WE CANNOT ALLOW RETURN of product for exchange of cash.
To initiate a refund credit/exchange:
1) Send an email with your order number to email@example.com with an appropriate subject specifying either a request for refund credit or exchange.
2) Upon receiving your email, our friendly staff will advise you on the return address.
3) Kindly send the returned item(s) to the specified address using the same packaging when it was delivered to you, with a tracking code.
4) Once your return is received and inspected by our fulfillment centers (usually within 72 hours of receipt), your refund/exchange will be processed. Refunds may take up to 24 to 48 hours depending on the bank/credit card company.
5) If you initiated for a credit into your Candle Pit Stop account, a credit will be automatically returned to your account with CANDLE PIT STOP within 7 days.
6) If you initiated for an exchange, our staff will process your exchange within 72 working hours of receipt. Re-delivery of your exchange product may take from 5-7 working days upon processing.