Terms and Conditions
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We want you to have the best experience possible with our products. Each candle and decor item on our website is crafted with great care and attention. We understand that purchasing scented candles online can be challenging, and there may be times when you're not satisfied with your order. That's why we have established the following terms and conditions, which you accept by purchasing on our website.
Returns
You have 30 calendar days from the date of receipt of your order to return the product. The product to be returned must meet the following conditions:
- The product must not have been used. For example, in the case of candles, they must not have been lit.
- The product must not have any damage: bumps, scratches, stains, fractures, cracks, etc.
- If the product purchased is a set of elements, it must be returned in the same quantity as the one received.
If the product received does not meet the above conditions, it will not be refunded.
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Return Process:
1. Notify Us: Send an email to prati.scents@gmail.com to request a return. Please include the following information in your message:
- The product you wish to return
- Your Order Number
- The reason for the return
2. Return Approval: We will review your return request. Upon acceptance, you will receive an email with return instructions. These instructions include the following steps:
- Packaging: Pack the product securely to ensure it remains in good condition during shipping. Feel free to reuse the original packaging from your order.
- Shipping: Send the product to the address provided in the return acceptance email. You may choose any courier service for this shipment.
- Shipping Costs: Please note that return shipping costs will be your responsibility.
- Notification: After shipping the product, notify Prati Scents via the previously mentioned email and provide the shipment tracking number (if available).
3. Refund Process: Once we receive the returned package and verify the condition of the product, we will process your refund using the original payment method used for the order.
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Refund Policy
Our refund policy takes effect once the product has been returned.
Once we receive the returned item, we will verify that it meets our return requirements. If everything is correct, we will proceed with the refund, which will have the following characteristics:
- All returned products that comply with our return policy will be refunded.
- Shipping costs for both the original order and the return are non-refundable.
- The refund will be processed using the same payment method that was used for the original order.
- You will receive an email confirmation once the refund has been executed.
If you do not receive the refunded amount within a few days of our confirmation, please contact us via email. We will provide you with proof of the refund so you can claim it with your payment service.
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We only accept exchanges for products that are defective or have been damaged during shipping. If this applies to you, please email us at prati.scents@gmail.com. Indicate that you wish to make an exchange and provide the reason. We will send you instructions on how to return the item correctly while we arrange for a new product to be sent to you.
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For any further assistance, please contact us at prati.scents@gmail.com. We are happy to help!
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