Refund policy

Refund policy

All of our creations are carefully inspected to make sure they meet our quality requirements. As our products are all individually handmade in small batches, slight imperfections, color variations & air bubbles might appear. These are not considered a defect, but a unique feature of each of our creations and won't affect, the normal use of the product.

Returns

We offer a 14-day return policyafter you receive your order (exceptions may apply). To be eligible, the products must be in the same condition as received, unused, in its original packaging. Materials required to ensure returns are packaged securely for return, and associated shipping cost is at the customer's expense. The customer must also provide a tracking number. To make your return request, please send an email to hiddenmooncandles@gmail.com 

Once we receive and inspect the order to confirm its eligibility, you will be automatically refunded in the same payment method you previously chose at the checkout, and an email confirmation will be sent.

Exceptions: Sales, promotions, and items marked as 'limited edition' are all final sale.

Damages and issues

You must inspect your order upon reception and contact us within the next 48 hours if the item is defective, damaged, or if you receive the wrong item. You must send a description of the damage and photographic evidence to hiddenmooncandles@gmail.com

Please note that as our items are handmade, slight imperfections and color variations may appear by nature.

Hidden Moon is not responsible for parcels that are left outside in the heat, cold or rain for a long period of time. 

Lost and stolen parcels

Once your order has been shipped, we cannot accept responsibility for any lost or stolen parcel. 

We do not issue replacements/refunds on items that have been marked as 'delivered' by postal services. If your tracking information indicates that the package has been delivered but you did not receive it. Please contact us immediately. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at hiddenmooncandles@gmail.com