Refund policy

We know that you will love what you ordered but if something doesn’t work out we will gladly accept unused or defective merchandise for return or exchange within 14 days from the delivery date. If you decide to return your purchase within the first 14 days, you will get your money back. 

PRODUCTS DAMAGED IN TRANSIT

We carry transit insurance to protect our customer’s purchases, however where you have signed for goods without outlining any faults or damage then these goods may not be covered by transit insurance. You must inspect your goods upon delivery and outline any faults or damage on the delivery note before signing it. You must ask the driver to initial your remarks. If possible, please take a photo of the damage immediately following the delivery. You must notify UP candle design of any faulty or damaged goods within 24 hours of receipt of the goods. Failure to do so will mean that any transit policy will be voided.

YOUR GOODS HAVE MANUFACTURER FAULT/FLAW

If you detect a manufacturers fault with your item you must notify us within 7 days. You will be offered a replacement item if available. If a replacement item is not available you will be offered a similar item at a similar price or a refund. A refund is not available if a replacement item is available. Faults not reported within 7 days are not eligible for a refund.

GOODS DAMAGED BY YOU AND NATURAL WEAR AND TEAR

We will not accept the return of goods that are damaged by you (accidentally or otherwise) or due to natural wear and tear following delivery.

RETURNS MUST BE PRE-AUTHORIZED

by sending an email to info[@]upcandledesign.com

EXAMPLE OF NON-RETURNABLE ITEMS

Non returnable items at UP candle design are sale items, special order items, custom made. Orders placed for commercial use are not returnable/refundable once shipped. These items cannot be returned, exchanged, or refunded. If you are unsure whether or not the items you are interested in can be returned, please feel free to email us at info[@]upcandledesign.com prior to placing your order.
Returned items purchased with a free shipping offer or promotion will have the cost of shipping subtracted from the refund amount.

RETURN PROCESS

Most returns are processed within ten days of receipt in our warehouse. We will send you an email confirming that your return or exchange has been processed. You may also check the status of your return by logging into your account and viewing your order history. Your refund will be credited back to the original method of payment used to make the purchase.  You can send items back to us at the address below using any trackable shipping method. Once we receive your package, we will promptly process your return or exchange.
Returns are processed within 2-10 (business) days from the date of package arrival. Please note, the purchaser is responsible for all shipping charges. UP candle design does not supply return labels or refund shipping costs.

RETURN ADDRESS

UP design

Trinajstici 84b,

51215, Kastav

Croatia

Tel. +385915123561