Return Policy

We want you to love your candles. If you're not completely satisfied, we're here to help.

Last updated: June 2025

Our Promise

At CandleStore, your satisfaction is our priority. We offer a 30-day return policy on most items, ensuring you can shop with confidence.

30-day returns
Free return shipping
Full refunds

Return Timeframe

You have 30 calendar days from the date of delivery to return your items. Returns initiated after this period may not be accepted.

Important Timeline

  • • Day 1: Item delivered to your address
  • • Days 1-30: Return window open
  • • Day 30: Last day to initiate return
  • • After Day 30: Returns may not be accepted

Return Conditions

To be eligible for a return, items must meet the following conditions:

Returnable Items

  • • Unused candles in original packaging
  • • Items with original labels and tags
  • • Candle accessories and holders
  • • Gift sets in original condition
  • • Items received damaged or defective

Non-Returnable Items

  • • Candles that have been lit or used
  • • Custom or personalized items
  • • Items damaged by misuse
  • • Sale items marked "Final Sale"
  • • Items without original packaging

How to Return Items

1

Contact Us

Email us at info@candlestore.lk or call +94 76 715 6985 to initiate your return.

2

Receive Return Authorization

We'll provide you with a Return Authorization Number (RAN) and return shipping label.

3

Package Your Items

Securely pack items in original packaging with the RAN clearly visible on the package.

4

Ship Your Return

Use the provided return label or ship to our returns center. We recommend using a trackable shipping method.

Refunds & Processing

Refund Timeline

  • Returns are processed within 3-5 business days of receipt
  • Refunds are issued to the original payment method
  • Credit card refunds may take 5-10 business days to appear
  • Bank transfer refunds typically process within 2-3 business days

Refund Amount

  • Full purchase price for items in original condition
  • Original shipping costs are non-refundable (unless item was defective)
  • Return shipping is free for defective or incorrect items
  • Customer pays return shipping for change of mind returns

Exchanges

We currently process exchanges as returns and new orders. This ensures you receive your preferred item quickly:

  1. Return your original item following our return process
  2. Place a new order for your desired item
  3. We'll process your refund once we receive the return
  4. Your new order will ship immediately upon placement

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately:

  • Take photos of the damaged item and packaging
  • Contact us within 48 hours of delivery
  • We'll provide a prepaid return label
  • Replacement items ship immediately
  • Full refund including original shipping costs

Gift Returns

Items purchased as gifts can be returned following the same policy. Gift recipients have the following options:

  • Return for store credit (no receipt required)
  • Exchange for different items of equal value
  • Full refund with original receipt or order number
  • Gift giver can process return on recipient's behalf

Gift Return Tips

Include the order number or gift receipt when possible. This helps us process your return faster and ensures you receive the full refund amount.

Return Shipping

Free Return Shipping

We provide free return shipping for:

  • Defective or damaged items
  • Incorrect items sent by mistake
  • Orders over LKR 2,000 (within Sri Lanka)
  • Quality issues or manufacturing defects

Customer-Paid Return Shipping

Return shipping costs apply for:

  • Change of mind returns
  • Orders under LKR 2,000
  • Returns without original packaging
  • International returns

Return Address

CandleStore Returns Department
Sage ceylon (PVT) Ltd
254,Batagama South
Kandana, Sri Lanka
Postal Code: 11320

Please include your Return Authorization Number (RAN) on the package.

Frequently Asked Questions

Can I return a candle that I've lit once?

Unfortunately, no. For hygiene and safety reasons, we cannot accept returns on candles that have been lit or used.

What if I lost my receipt?

No problem! We can look up your order using your email address or phone number. You'll receive store credit for the current selling price.

How long do refunds take?

Once we receive your return, refunds are processed within 3-5 business days. The time to appear in your account depends on your payment method.

Can I return sale items?

Most sale items can be returned unless marked "Final Sale." Check the product page or your receipt for specific details.

Need Help?

Our customer service team is here to help with your return. Contact us through any of these methods:

Returns Department

info@candlestore.lk

Customer Service

+94 76 715 6985

Live Chat

NA

Business Hours

Monday - Friday: 9AM - 6PM
Saturday: 10AM - 4PM

Start a Return