At Vivid Flame, customer satisfaction is our highest priority. Every handcrafted candle and home fragrance product is carefully inspected before dispatch, and if you receive a damaged, defective, or incorrect product, our team is here to help.
Please contact us within 48 hours of delivery if your package arrives damaged, defective, incomplete, or different from what you ordered.
You may request a return or exchange if the product received is damaged, defective, incorrect, damaged during transit, or has a verified manufacturing defect.
To be eligible, you must contact us within 48 hours of receiving your order.
For hygiene, safety, and quality reasons, certain products cannot be returned or exchanged.
If your exchange request is approved, we will replace the product with the same item, subject to availability.
Replacement with the same product, subject to available stock.
If unavailable, we may offer a similar product of equal value.
Where applicable, store credit or refund may be offered depending on the case.
To initiate a request, contact our customer support team within 48 hours of delivery. Our team will review your request and respond within 1–2 business days.
Provide your order number, full name, and contact number.
Share photographs of the product and outer packaging.
Add a brief description explaining whether the product is damaged, defective, or incorrect.
If your order arrives damaged or defective, please do not use the product. Keep the original packaging, take clear photographs of the package and product, and contact our support team immediately.
If you receive a product different from the one you ordered, inform us within 48 hours of delivery. The product must remain unused and in its original packaging. Once verified, we will arrange a replacement at no additional cost.
Depending on your location and the nature of the issue, we may arrange a reverse pickup through our courier partner. If reverse pickup is unavailable, customers may be requested to ship the product to our return address.
Where applicable and approved, reasonable return shipping charges may be reimbursed.
Once the returned product is received, our quality team will inspect it. Approved exchange requests are usually processed within 2–5 business days.
Orders can only be cancelled before they are shipped. Once an order has been dispatched, cancellation requests cannot be accepted.
If a refund is approved instead of a replacement, refunds will be processed to the original payment method.
The refund process generally takes 5–10 business days, depending on your bank or payment provider. Shipping charges are generally non-refundable unless the return is due to an error on the part of Vivid Flame.
To help us resolve your request efficiently, customers are requested to follow these steps:
Failure to comply with these requirements may affect the approval of your request.
Every Vivid Flame product is handcrafted with attention to detail and carefully inspected before dispatch. We are committed to delivering products that meet high standards of quality, safety, and customer satisfaction.
If any issue arises, our team will make every effort to provide a fair and timely resolution.
Vivid Flame reserves the right to modify or update this policy at any time without prior notice. Any changes will become effective immediately upon publication on this page.
We encourage customers to review this policy periodically to stay informed about our latest practices.
We value your trust and are committed to providing premium handcrafted candles along with dependable customer service. Our goal is to ensure every shopping experience is smooth, enjoyable, and satisfactory from the moment you place your order until it reaches your doorstep.
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