Returns & Refunds Policy

Thank you for shopping with us. If you are not completely satisfied with your purchase, please review our return and refund policy below.

Right of Withdrawal (EU Customers)

In accordance with the Consumer Rights Directive (2011/83/EU), customers have the right to withdraw from their purchase within 14 days of receiving the goods, without giving any reason.

To exercise this right, you must notify us by email.

After notifying us of your decision, the goods must be returned within 14 days.

Returned items must be:

  • unused

  • in their original condition

  • returned in their original packaging

Customers are responsible for any reduction in value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Return Shipping Costs

Unless the product is defective or incorrect, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot be responsible for returned items lost in transit.

Non-Returnable Items

Certain items cannot be returned.

These include:

  • handmade gel candles made to order

  • personalized or custom-made products

  • items damaged due to misuse after delivery.

Because gel candles are handmade and fragile, returns due to a change of mind are not accepted once the order has been produced or shipped.

Damaged or Defective Products

If you receive a product that is:

  • damaged during shipping

  • defective

  • significantly different from what was ordered

please contact us within 48 hours of receiving the order.

Please provide photographs of:

  • the damaged product

  • the packaging

  • the shipping label.

After reviewing the case, we may offer:

  • replacement

  • refund

  • another appropriate solution.

Refunds

Once we receive and inspect the returned item, we will notify you about the approval of your refund.

If approved, your refund will be processed within 14 days using the original payment method.

We may delay the refund until we receive the returned goods or proof that they have been shipped.

Refused or Unclaimed Shipments

If a shipment is:

  • refused by the customer

  • not collected from the pickup point

  • returned due to unpaid customs duties

we reserve the right to deduct the following costs from the refund:

  • original shipping cost

  • return shipping cost

  • customs duties or related charges.

Contact

If you have any questions about returns or refunds, please contact us:

Email: qs@qsquantumsatis.com