At phrexxonvorphon, we take pride in our handcrafted aromatic candles. We want you to be completely satisfied with your purchase. This Return Policy outlines the conditions under which returns and refunds are accepted.
Return Eligibility
We accept returns of our aromatic candles under the following conditions:
- The candle is unused and unlit
- The product is in its original packaging
- The return is requested within 14 days of delivery
- You have proof of purchase (order confirmation or receipt)
Non-Returnable Items
Unfortunately, we cannot accept returns for:
- Candles that have been lit or used
- Products with damaged or missing packaging
- Custom-made or personalised candles
- Items purchased during sale events (unless faulty)
- Returns requested after 14 days from delivery
Damaged or Faulty Products
If your candle arrives damaged or is faulty:
- Contact us within 48 hours of delivery
- Provide photographs of the damage
- We will arrange a replacement or full refund
- No return shipping cost will be charged for faulty items
How to Return
To initiate a return:
- Contact us via email or phone to request a return
- Provide your order number and reason for return
- Wait for our return authorisation and instructions
- Pack the candle securely in its original packaging
- Ship the item to our London address
Please note that return shipping costs are the responsibility of the customer unless the product is faulty or incorrect.
Refund Process
Once we receive and inspect your returned candle:
- We will notify you of the return status within 3 business days
- Approved refunds are processed to your original payment method
- Refunds typically appear within 5-10 business days
- Original shipping costs are non-refundable
Exchanges
If you would like to exchange your candle for a different scent:
- Contact us with your exchange request
- Subject to availability, we will arrange the exchange
- Any price difference will be charged or refunded accordingly
Wholesale Orders
Returns for wholesale and bulk orders are subject to different terms. Please refer to your wholesale agreement or contact us directly for information about business returns.
Contact Us
For any questions about returns or to initiate a return request:
phrexxonvorphon
50 New Kings Rd, London SW6 4LS
Email: message@phrexxonvorphon.world
Phone: +44 207 736 0740
Our team is available Monday to Saturday, 9:00 AM to 6:00 PM, to assist you with any return queries.
