Refund Policy

At Neriah The Candle Store, we take great care in preparing and packing every order. We want you to receive your products in perfect condition. Please read our Refund Policy before placing an order.

1. Damaged or Defective Products

If your order arrives damaged, broken, leaked, or defective, please contact us within 48 hours of delivery.

To help us process your request, please provide:

Your order number
Clear photographs of the damaged product and packaging
A short description of the issue
An unboxing video, if available

After reviewing the issue, we may offer a replacement or refund, depending on the situation.

2. Wrong Product Received

If you receive a product or fragrance different from what you ordered, please contact us within 48 hours of delivery. After verification, we will arrange a replacement or an appropriate refund.

3. Change of Mind

Due to the nature of our fragrance products, opened, used, or partially used products are generally not eligible for return or refund.

Please make sure to check your order carefully before opening or using the product.

4. Refund Eligibility

Refunds may be considered in cases such as:

Product received damaged or defective
Wrong product received
Order cannot be fulfilled by Neriah
Other cases approved by our customer support team

Products damaged due to improper handling or use after delivery may not qualify for a refund.

5. Refund Processing

Once your refund is approved, the eligible amount will be processed through the applicable payment method. The time taken for the amount to reflect in your account may depend on your bank or payment provider.

6. Shipping Charges

Shipping charges, if applicable, may be non-refundable unless the return or refund is due to an error on our part, such as sending the wrong product or a damaged product.

7. How to Request a Refund

To request a refund or replacement, please contact us through the contact details provided on our website with your order number, photographs of the product, and details of the issue.

Our team will review your request and guide you through the next steps.