Refund policy

Effective Date: 01/01/2026

 

Thank you for shopping with Wien Candles. Due to the handmade and personal-use nature of our candle products, returns and refunds are subject to the conditions below.


1. General Policy

Because candles are consumable and sensitive products, not all orders are eligible for return or refund.

For hygiene, safety, and product integrity reasons, used or opened candles cannot be resold.


2. Non-Refundable / Non-Returnable Items

We do not accept returns or refunds for:

  • Used candles
  • Burned candles
  • Opened products with signs of use
  • Products damaged after delivery due to misuse or improper storage
  • Melting or softening caused after delivery by heat exposure
  • Change of mind after order confirmation
  • Scent preference dislikes after delivery
  • Sale / discounted / promotional items (unless damaged)


3. Eligible Refund / Replacement Cases

We may offer a refund, replacement, or store credit if:

  • You received the wrong item
  • The product arrived broken or severely damaged
  • The order was lost in transit (confirmed by courier)
  • The product has a major manufacturing defect

Claims must be submitted within 48 hours of delivery.


4. Damage Claims

If your order arrives damaged, please contact us within 48 hours and include:

  • Order number
  • Clear photos of packaging
  • Clear photos of the product damage

Without photos, claims may not be approved.


5. Return Approval Required

Do not return any item without contacting us first.

Unauthorized returns may be refused.


6. Refund Method

If approved, refunds will be processed to the original payment method within 5–10 business days, depending on your bank/payment provider.

Shipping fees are generally non-refundable unless the error was ours.


7. Order Cancellation

Orders may only be cancelled before dispatch.

Once shipped, cancellation is no longer guaranteed.


8. Handmade Product Variations

Minor differences in wax texture, color tone, label placement, or finish may occur due to the handmade nature of our candles and are not considered defects.


9. Contact Us

For refund requests or support:

Wien Candles
Email: returns@wien.ae
Website: www.wien.ae