Politique de remboursement

1. Made-to-Order Products

All products are made to order based on customer requirements.
For this reason, we do not accept returns or refunds for non-quality-related issues.

Please make sure all order details (quantity, specifications, shipping information) are correct before placing your order.

2. Order Cancellation

Orders may be canceled within 24 hours of placement.

After this period, production may have already begun, and cancellation requests may not be accepted.

3. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery.

To process your claim, please provide:

  • Photos of the damaged product
  • Photos of the packaging
  • Order number

We will evaluate the issue and offer an appropriate solution, such as a replacement or partial refund.

4. Refund Policy Based on Shipping Stage

To ensure fairness and transparency, refund responsibility is defined as follows:

  • Before customs clearance (international transit):
    If the goods are lost before entering the destination country, we will provide a full replacement or full refund.
  • After customs clearance (within destination country):
    If the goods are damaged after entering the destination country, we will provide compensation of up to 50% of the order value, depending on the situation.

5. Non-Refundable Situations

We do not offer refunds or returns in the following cases:

  • Incorrect shipping address provided by the customer
  • Failure to receive the package due to customer unavailability
  • Delays caused by customs, carriers, or force majeure events
  • Minor variations in color, scent, or appearance (especially for handmade products like candles)
  • Customers are responsible for complying with local customs regulations.
    If a shipment is held, delayed, or rejected by customs due to local policies or import restrictions, we are not responsible for any resulting loss.

6. Refund Processing Time

If a refund is approved, it will be processed within 5–10 business days to the original payment method.

7. Contact Us

If you have any questions or need assistance, please contact us at: rixxltd@gmail.com