Refund policy

At Candlys, we want you to be totally satisfied with your purchase. If, for any reason, you wish to return or exchange a product, we have a fair and transparent policy, in accordance with the legislation in force in the European Union and Portugal.

Right of Free Resolution (Returns)

Under the applicable legislation, you have 14 consecutive days to return your order, without the need to indicate a reason.

To exercise this right, you must:

Send an email to info@candlys.com within 14 days of receiving the order;

Indicate the order number and the products you want to return;

Wait for the issuance of the Return Authorization Number (NA#);

Send the products within 7 days after the issuance of the NA#.

Return Conditions

We accept returns of products that:

Are about to be used, with no signs of use,

Be returned in the original packaging, sealed and in good condition,

Are not included in the legal exceptions (see below).

Used or tested products

Our products are designed to create unique sensory experiences. For this reason, we do not accept returns of items that have been used, tested or with signs of use, including:

Candles lit or partially burned,

Diffusers with the bottle open or partially used,

Wax melts melted or out of the original packaging.

These products lose their integrity and cannot be resold, so they are not covered by the right of return.

Costs and Refunds

The return shipping costs are the customer's responsibility, except in case of defective product or shipping error.

In the case of return for exchange, Candlys may provide a free return label (dech on the case).

After receipt and verification of the products, the refund will be processed within a maximum period of 14 days, using the same payment method.

Note: original shipping costs and any customs charges or fees are non-refundable, unless otherwise required by law.

Exceptions and Restrictions

Returns are not accepted from:

Customized or made-to-order products (e.g. candles with personalized engravings or aromas);

Products that have been used, tested or opened, in the terms described above;

Items whose nature prevents the return for hygiene or safety reasons.

Candlys reserves the right to refuse returns or exchanges that do not meet these conditions. In these cases, the product will be resent to the customer, and the costs will be borne by him.

📩 In case of doubt

For any question related to returns or exchanges, contact us with confidence via email: info@candlys.com.

We are happy to help.