Last updated: [17-11-2023]
1. Cancellations
a. Order Cancellation: You may cancel your order within 2days of placing it. Please contact our customer support team at velvettouch.candles@gmail.com with your order number and details to initiate the cancellation process.
b. Custom Orders: Custom orders are non-refundable once the production process has begun. Please contact us as soon as possible if you wish to cancel a custom order.

2. Refunds
a. Eligibility: Refunds are processed for eligible orders based on the following criteria:
• Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 2days of receiving the product. We may request supporting documentation, such as photographs, to process the refund.
• Incorrect Item Received: If you receive an incorrect item, please contact us within 2days of receiving the product.
b. Refund Process: Refunds will be issued to the original payment method within 7 to 14 working days. Please allow 2days for the refund to be processed after the return is approved.

3. Returns
a. Return Authorization: Before returning any items, please contact our customer support team at velvettouch.candles@gmail.com to obtain a Return Authorization (RA) number.
b. Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to a mistake on our part (e.g., incorrect item shipped, damaged or defective product).
c. Condition of Returned Items: Returned items must be unused, in their original packaging, and in the same condition as received.

4. Exchanges
a. Damaged or Defective Items: If you receive a damaged or defective item and would like a replacement, please contact our customer support team. We will provide instructions for the exchange process.
b. Incorrect Item Received: If you receive an incorrect item and would like a replacement, please contact our customer support team. We will provide instructions for the exchange process.

5. Contact Information
If you have any questions or concerns about our Cancellation & Refund Policy, please contact us at velvettouch.candles@gmail.com.

Thank you for choosing Velvet Touch!