Returns and сomplaints

Returns

We hope you won't need this part of our service, but we understand that things don't always go as expected. You have the right to return a product within 14 days of purchase without providing a reason, provided the item is in its original, unused condition and in its original packaging. If the return is due to a change of decision, the customer bears the return shipping costs.

How to return a product?

Fill out the return form and send it to us via email at: info@introcandle.com. Include the printed form in the package with the returned product.

Send the product to the following address:

intro
ul. Skarbka z Gór 41B/25,
03-287 Warsaw
info@introcandle.com
tel. 883 189 047

The refund will be processed within 14 days (usually within 7 days) after receiving the returned product, following a positive verification of the shipment. The refund will be made to the account provided in the return form or through the payment method used when placing the order.

Complaints

If your order was damaged during transport, please contact us immediately and send photos of the damage to: info@introcandle.com. All complaints are processed within 14 days of receipt. If the complaint is accepted, we will cover the return shipping costs and the shipment of a new product.