Return, Refund & Cancellation Policy

At Elan Wick, your satisfaction means the world to us. We take great care in crafting and delivering each candle—but due to the delicate nature of our products, we’ve outlined strict conditions to ensure transparency and fairness for both parties.

🔄 Returns & Refunds Overview

If your item arrives damaged, defective, or incorrect, we’ll do our best to make it right. However, returns are only accepted under specific, verifiable conditions.

✅ Eligibility for Returns & Refunds

We take every step to protect fragile items in transit. However, if something goes wrong, the following criteria must be met to be eligible for a return or refund:

1. Damaged or Defective Products

You may request a return or refund if the product arrives:

  • Broken, chipped, or shattered

  • Leaking wax or oil

  • Unusable due to a manufacturing defect

To qualify:

  • You must contact us within 24 hours of delivery.

  • You must submit an unboxing video that:

    • Begins with the sealed, unopened package

    • Clearly shows the entire unboxing process

    • Displays the product tag or branding label in the video

    • Shows the damaged area in detail

  • Images alone will not be accepted without the required video proof.

We use this footage to validate claims and pursue shipping insurance with our courier partners.

2. Incorrect Product Received

If you received a product different from what you ordered:

  • Contact us within 3 calendar days of delivery.

  • Submit:

    • A complete unboxing video, as described above

    • Clear photos of:

      • The product received

      • The packaging and shipping label

      • Product tag or SKU label (must be visible)

We will offer:

  • A replacement (shipped free of charge), or

  • A full refund, if stock is unavailable.

📦 How to Initiate a Return

To start a return, email us at elanwick5@gmail.com with:

  • Your Order Number

  • A brief description of the issue

  • The required unboxing video and photos

If your request is approved, our team will guide you with:

  • A Return Authorization

  • The return shipping address

🔁 Return Conditions

  • Return Window: Product must be returned within 3 days of delivery once approved.

  • Condition: Product must be unused, with original packaging, tags, seals, and labels fully intact.

  • Tampered or used products are not eligible under any circumstances.

🔄 Return Shipping Costs

  • We cover shipping only if the error was on our part (damaged, defective, or incorrect item).

  • In all other cases, including rejected returns, the buyer is responsible for shipping and insurance costs.

🚫 Non-Returnable / Non-Refundable Items

  • Candles that have been used, lit, melted, or tampered with

  • Items returned without prior approval

  • Claims submitted after the return window

  • Returns without full unboxing video and tag visibility

  • Sale/clearance items (unless defective)

💸 Refund Process

  • Once the returned item is received and inspected:

    • Full or partial refund (based on condition) will be processed within 3–5 business days

    • Refund will be issued to the original payment method

  • Shipping charges are non-refundable, unless the fault was ours

Note: We reserve the right to reject a refund or deduct a portion if the return conditions are not fully met.

❌ Order Cancellations

  • Before Shipping:
    Cancel within 24 hours of order placement for a full refund.

  • After Shipping:
    Cancellations are no longer possible. However, if you refuse delivery:

    • The item will be returned to us

    • A refund will be processed minus shipping charges

🔁 Exchanges

We do not offer standard exchanges unless the item is defective or incorrect. Approved replacements will be shipped at no additional cost.

⚠️ Important Notes

  • Handle fragile items with care after delivery. We are not liable for damages caused after unboxing or improper handling.

  • All returned products undergo quality inspection. Any signs of use or tampering will result in rejection or partial refund.

  • Refund processing time may vary depending on your bank or card provider.

📩 Need Help?

We’re always happy to assist.

📧 Email: elanwick5@gmail.com
📱 WhatsApp: +91 98714 97271
📷 Instagram: @elanwick

Thank you for supporting Elan Wick. Your understanding helps us protect the integrity of every candle we create.