Refund and Returns Policy

This Refund and Return Policy outlines the terms and conditions under which customers may request returns, exchanges, or refunds for purchases made through the Thob Candles website. By placing an order with us, you agree to the terms described below.

1. Eligibility Period
Our Refund and Return Policy is valid for thirty (30) days from the date of purchase. Any requests for refunds, returns, or exchanges must be initiated within this period. If more than 30 days have passed since the purchase date, we regret that we will be unable to offer a refund, return, or exchange under any circumstances, except where required by applicable consumer protection laws.

2. Eligible Reasons for Refund or Replacement
Refunds or exchanges are only applicable under specific conditions to maintain fairness and product quality standards. Customers may request a refund or replacement only if:

  • The product is received in a broken, defective, or damaged condition at the time of delivery; or

  • An incorrect product has been delivered that does not match the confirmed order details.

Requests based on personal preference, change of mind, or minor variations in appearance that do not affect product functionality or quality may not qualify for a refund or return.

3. Mandatory Proof Requirement (Box-Opening Video)
To ensure transparency and prevent fraudulent claims, customers are required to record a clear and continuous box-opening video at the time of receiving the parcel. The video must clearly show the sealed package, the unboxing process, the product condition, and the product label. This video serves as mandatory proof for any damage or incorrect product claims. Failure to provide a valid box-opening video may result in rejection of the refund or replacement request. The video must be shared with our support team within thirty (30) days from the purchase date through the communication channels specified on our website.

4. Refund Request Review Process
Once we receive the required proof and review the submitted materials, our team will evaluate the request and determine eligibility based on our policy guidelines. Customers will be notified of the approval or rejection status via email or WhatsApp within a reasonable timeframe. Thob Candles reserves the right to request additional information or clarification before making a final decision.

5. Refund Processing
If a refund request is approved, the refund will be initiated and credited automatically to the original method of payment used during the purchase. The time required for the refund to reflect in your account may vary depending on your bank, payment gateway, or financial institution. Processing timelines typically involve several business days after approval, and delays caused by third-party payment providers are beyond our control.

6. Late or Missing Refunds
If you have not received your refund within the expected timeframe, please follow the steps below before contacting us:

  1. Verify your bank account or payment statement again to ensure the refund has not been posted.

  2. Contact your credit card provider, as processing and posting times may vary.

  3. Reach out to your bank or financial institution to confirm whether there are any pending transactions or processing delays.
    If you have completed the above steps and still have not received your refund, please contact our support team through the official contact details provided on the Thob Candles website.

7. Policy Updates
Thob Candles reserves the right to modify, update, or revise this Refund & Return Policy at any time without prior notice. Continued use of our website and services after policy updates constitutes acceptance of the revised terms.