Refund policy

At Firefly Wick Co., we take pride in crafting high-quality products with utmost care. Each order is thoroughly inspected before dispatch to ensure you receive only the best. Since many of our products are handmade, customized, or fragile in nature, our return and refund policy is strict and applies as follows:

 

1. Return Eligibility

  • We offer a 3-day return window starting from the date of delivery.
  • To be eligible, the product must be:
    • Unused, unworn, and in the same condition as delivered.
    • In its original packaging, with tags intact.
    • Accompanied by proof of purchase (invoice/receipt).
  • Any item returned without prior approval will be rejected and not processed.


2. Non-Returnable & Non-Refundable Items

For hygiene, safety, and customization reasons, the following cannot be returned or refunded under any circumstances:

  • Custom-made, personalized, or engraved products.
  • Used candles, opened packaging, or partially consumed sets.
  • Gift cards, discounted/sale items, or promotional offers.
  • Fragile items damaged due to customer mishandling.
  • Hazardous goods (flammable items, liquids, etc.).

 

3. Damages & Wrong Items

  • Customers must inspect their order upon delivery and report damages or incorrect items within 24 hours of receipt.
  • Valid claims must be supported with clear photos/videos sent to sales@fireflywick.com.
  • If approved, we will provide a replacement or store credit.
  • Cash refunds for damages will only be issued if required by law.

 

4. Returns Process

  • To initiate a return, email sales@fireflywick.com with your order number and reason.
  • If accepted, you will receive a return authorization along with instructions.
  • Items sent without authorization will not be accepted.
  • Customers are responsible for return shipping costs, unless the return is due to our error (wrong/damaged item).


5. Refunds

  • Once your return is received and inspected, we will notify you of approval or rejection.
  • Approved refunds will be processed to your original payment method within 7–10 business days.
  • Refund timelines may vary depending on your bank/payment provider.
  • Shipping, COD, and handling charges are strictly non-refundable.

 

6. Exchanges

  • We do not offer direct exchanges.
  • Customers must place a new order after an approved return/refund.

 

7. Special Notes (International Orders & EU)

  • International customers are responsible for customs duties, taxes, and return shipping costs.
  • For EU customers, a 14-day cooling-off period applies as per law, provided the items meet return eligibility criteria.

 

8. Final Rights

  • Firefly Wick Co. reserves the right to refuse returns or refunds that do not comply with this policy.
  • All decisions taken by Firefly Wick Co. regarding returns/refunds are final and binding.