Thank you for shopping with MysticGlow. We want you to be completely happy with your purchase. If something is not right, this Returns and Refund Policy explains how we handle returns, replacements, exchanges, and refunds in a clear and fair way.

1. Eligibility for Returns

We accept returns for the following situations:

  • You received the wrong item

  • The product arrived damaged

  • The item was defective or faulty on arrival

Because our candles are handmade and fragile, we cannot accept returns for used items, unless there is a clear fault.

2. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns on:

  • Used candles

  • Items damaged due to misuse after delivery

  • Custom-made or personalised products

3. Reporting an Issue

If your order arrives damaged, incorrect, or faulty, please contact us within 48 hours of delivery.

Email us at: support@mysticglow.net
Include:

  • Your order number

  • Photos of the item and packaging

  • A short description of the issue

This helps us resolve the matter quickly.

4. Refunds

Once your return is approved, your refund will be issued to the original payment method within 3–7 business days.
Refund times may vary depending on your bank or payment provider.

We will notify you when your refund has been processed.

5. Exchanges

If you prefer a replacement instead of a refund, we are happy to arrange an exchange for:

  • Damaged items

  • Faulty items

  • Wrong items delivered

Exchanges depend on stock availability.

6. Return Shipping Costs

  • If the issue is our mistake (damaged, faulty, incorrect item), we cover all return costs.

  • If the return is due to a customer error (e.g., you changed your mind), the buyer covers the shipping.

7. Order Cancellations

Orders may be cancelled within 2 hours of purchase if they have not yet been shipped.
After dispatch, cancellations are no longer possible.

8. Lost or Missing Packages

If your parcel does not arrive:

We will help locate or replace the order depending on the investigation outcome.

9. Contact Us

If you have questions about this Returns and Refund Policy, feel free to contact our customer support team:

📧 support@mysticglow.net