Return and refund policy

At Lingua-Loom, we want your experience with our candles to be perfect. Should a problem arise, our return and refund policy is designed to offer you a clear and fair solution.

1. General Conditions for Returns

1.1 Eligibility

You can request a return or refund if:

The product arrived damaged or defective.
An error has been made in your order (incorrect product).
You change your mind, provided the product is in its original condition.

1.2 Criteria to be met

Requests must be made within 15 days of receipt of your order.
Returned items must be unused, unlit and in their original packaging.

1.3 Exceptions

The following items cannot be returned:

Customized or made-to-order candles.
Promotional or clearance products (unless defective).

2. Return procedure

To return a product, please follow these steps:

Contact our customer service department: Send an email to help@lingua-loom.com with your order number, the reason for the return and, if necessary, photos of the damaged product or packaging.
Return instructions: Once your request has been validated, we will provide you with the return address and shipping instructions.
Prepare the item: Pack the product carefully to avoid damage during transport.
Send the parcel: You are responsible for return shipping costs, except in the event of a defective product or error on our part.

3. Refunds

3.1 Conditions

A refund is granted when :

The returned product meets the criteria of our policy.
An order cancellation is requested before the product is dispatched.

3.2 Terms and Conditions of Redemption

Once the returned product has been received and inspected, we will process your refund within 5 to 7 working days.
Refunds will be made by the same means of payment used to make the purchase.

3.3. Fees and deductions

Initial delivery charges are non-refundable, unless the return is due to an error on our part.
All costs associated with the return (transport, customs, etc.) remain at the customer’s expense, unless otherwise agreed.

4. Damaged or defective products

If your order arrives damaged or if the product is defective :

Contact us immediately at help@lingua-loom.com with photos of the product and packaging.
After verification, we will propose :
- A full refund.
- Replacement at no extra cost.

5. Exchanges

We do not offer direct exchanges. If you would like a different product, please return the one you received in accordance with our policy and place a new order.