Refund policy

Returns & Exchanges

Due to the nature of our products, we do not accept returns or exchanges on used or opened candles.

We do accept returns or replacements in the following cases with clear unboxing videos and supporting images:

• Your order arrived damaged

• You received the wrong item

• Your candle arrived defective (e.g., broken container, severe wax damage)

Reporting an Issue

If there’s a problem with your order, please contact us within 7 days of delivery at info@firestix.in with:

• Your order number

• A brief description of the issue

• Clear photos and videos of the item and unpackaging of the order.

Once reviewed, we’ll arrange a replacement or refund, depending on the situation.

Non-Returnable Items

• Used or burned candles

• Opened candles (unless damaged or defective upon arrival)

• Sale or clearance items
  

Refunds

Approved refunds on the basis of unboxing video, will be issued to the original form of payment within 5–10 business days, depending on your bank or payment provider.

Shipping Costs

• If the issue is due to our error (damaged, defective, or incorrect item), Firestix will cover replacement shipping.

• Original shipping fees are non-refundable unless required by law.

Cancellations

Orders may be canceled within 12 hours of purchase as long as they have not yet shipped.

Unboxing Video

A clear unboxing video is mandatory for all return, exchange, damaged, missing, or incorrect product claims.

Incorrect Address / Customer Unavailable

If an order is returned due to an incorrect address, customer unavailability, or refusal to accept delivery, the refund will be processed after deducting the actual shipping and return shipping charges.

Cancellation After Dispatch

If an order is cancelled after dispatch, the refund will be processed after deducting the actual shipping charges.