Refund policy

Refund & Return Policy

We want you to enjoy your purchase. If something is wrong, here’s how we handle it.

To be eligible for a return, your item must be in the same condition that you received it: unlit, unused, and in its original packaging. We cannot accept returns for candles that have been lit or used in any way.

Return window:
You may request a return within 14 days of receiving your order.

Condition of returned items:
Items must be unused, in the same condition you received them, with all tags and in the original packaging.
Returns sent without prior approval will not be accepted.
We do not refund or replace items that were damaged after delivery due to misuse, improper storage, or accidents (e.g., melted candles left in direct sunlight).

The consumer shall be held liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods.

How to request a return:
Email us at noxhandcraft@gmail.com with your order number and reason for return.

Once your return is approved, you will receive detailed instructions and the return address:
Grzybowa 23, 05-119 Łajski, Poland
Ship the item back within 14 days of approval.

Who pays for return shipping:
Return shipping costs are the responsibility of the buyer unless the return is due to a mistake on our part (wrong item, defect, or damage on arrival).
We recommend using a tracked shipping service — we are not responsible for lost or untracked return packages.

Refund of original shipping cost:
Original shipping costs are non-refundable unless the return is caused by our error.

If the customer chooses a type of delivery other than the least expensive type of standard delivery offered by us, we are not required to reimburse the supplementary costs.

Exchanges:
We do not offer direct exchanges. If you would like a different item, please return the original product (if eligible) and place a new order.

Non-returnable items:
Custom or personalized orders
Sale items
Gift cards

Damages & issues:
Please inspect your order on delivery and contact us immediately if the item is defective, damaged, or incorrect. We’ll work quickly to resolve the issue.

Refunds:
Once we receive and inspect your return, we will notify you of approval or rejection.
Approved refunds are issued to your original payment method within 10 business days.
If more than 15 business days have passed since approval and you haven’t received your refund, please contact us.

We may withhold the reimbursement until we have received the goods back, or until the consumer has supplied evidence of having sent back the goods, whichever is the earliest.

EU customers:

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
If your order ships to the European Union, you have the right to cancel or return your order within 14 days, without giving a reason, under EU consumer law.