At Mosen Candle Manufacturing Co., we strive to provide high-quality products, and we hope you are satisfied with your purchase. However, if you are not completely happy with your order, we offer a clear and simple return and refund process. Please review the following details:
1. Return Eligibility
You can return your products within 30 days of receiving your order. To be eligible for a return:
- Items must be unused, undamaged, and in their original packaging.
- Please retain the original packaging to ensure safe return shipping.
2. How to Request a Return
To initiate a return, please contact our customer support team at [Email] or [Phone] with the following information:
- Your order number.
- The product(s) you wish to return.
- The reason for the return (optional but helpful).
Our team will guide you through the return process and provide you with a Return Authorization Number (RAN), if applicable.
3. Return Shipping
Customers are responsible for the cost of return shipping. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value. We cannot guarantee that we will receive your returned item if a tracking number is not provided.
4. Refund Process
Once your return is received and inspected, we will process your refund within 5-7 business days. The refund will be issued to the original method of payment. Please note that shipping fees are non-refundable.
5. Damaged or Defective Items
If your order arrives damaged or defective, please contact us immediately. We will arrange for a replacement or a refund at no additional cost to you. Please provide pictures of the damage or defect along with your order number for quick processing.
6. Final Sale Items
Some items, such as custom-made or personalized candles, may not be eligible for return. If an item is marked as non-returnable, it will be clearly indicated on the product page at the time of purchase.
7. Exchanges
We do not offer direct exchanges at this time. If you need a different product, please return the original item for a refund and place a new order for the desired product.
8. Contact Us
If you have any questions regarding our return and refund policy, or if you need assistance with your return, please reach out to our customer service team:
- Email: senka@greatmosen.com
- Phone: +86 17767072030
Thank you for choosing Mosen Candle Manufacturing Co.! We value your business and are here to assist you in any way we can.