Refund Policy Of Luxzerna Beeswax Candle And Wax Melts Philippines

At Luxzerna, we take pride in crafting high-quality candles, wax melts, and home fragrances. Your satisfaction is our top priority, and we want you to love our products as much as we do. If you’re not completely satisfied with your purchase, please review our refund policy below.


Returns & Exchanges

  • Due to the nature of our products, we do not accept returns on used candles or wax melts.

  • If your item arrives damaged or defective, please contact us within 48 hours of delivery. We will conduct an investigation, and if the issue is determined to be our fault, we will gladly replace the item or issue a refund.

  • To be eligible for a return or exchange, the item must be unused, in its original packaging, and in the same condition as received.

  • Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.


Shipping

  • Customers are responsible for all shipping costs and taxes related to returns.

  • Shipping costs are non-refundable. If a refund is issued, the cost of return shipping will be deducted from the refund amount.

  • The delivery time for exchanged products may vary depending on your location


How to Request a Refund or Exchange

  1. Contact us at luxzerna@gmail.com or message us on our Facebook page within 3 days of delivery.

  2. Include your order number, a description of the issue, and photos/videos of the damaged or defective item.

  3. We will review your request and respond within 2-3 business days.

  4. If approved, we will provide return instructions (if applicable) or process your refund/replacement.



Refund Processing

  • Refunds will be issued to the original payment method or via GCash within 3-5 business days after approval.

  • Shipping costs are non-refundable, except for items confirmed as defective or damaged.

  • If your order is lost or delayed due to the carrier, we will assist you in filing a claim with the courier.

  • PLEASE NOTE: Items must be returned in their original delivery condition.

  • Change-of-mind returns are not allowed—only defective items are eligible for replacement.


Non-Refundable Items

  • Used candles and wax melts

  • Sale or clearance items

  • Gift cards

 

 

Order Cancellations or Changes

  • To change or cancel your order, please notify us by 11 PM PST (Manila time) on the day of purchase.

  • Orders that have already been packed or shipped cannot be canceled.

 

 

Payment Processing Fees

  • If an order is refunded, only 95% of the order value will be refunded, as payment processors and credit card companies charge a 5% fee, which is non-recoverable.

 

 

If you have any questions, feel free to reach out—we’re here to help!

📧 Email: luxzerna@gmail.com