Refund policy

At Wick & Wisk, we take great care in packing every order to ensure it reaches you safely. As our candles, hampers, and DIY kits are handmade and carefully curated, we do not accept returns or offer refunds unless the product is received in a damaged condition.

Eligible for Refund or Replacement

A refund or replacement will only be considered if:

  • The product is damaged during transit.
  • An uncut, continuous unboxing video is recorded from the moment the sealed package is opened until all contents are clearly shown.
  • The damage is reported to us within 24 hours of delivery.

Important Guidelines

  • Unboxing videos are mandatory for all damage claims.
  • Photos or images alone will not be accepted as proof of damage.
  • The video must clearly show:
    • The sealed package before opening.
    • The complete unboxing process without any cuts, pauses, or edits.
    • The damaged product and its packaging.

Non-Refundable Situations

Refunds or replacements will not be provided for:

  • Change of mind after placing the order.
  • Incorrect shipping address provided by the customer.
  • Minor variations in color, fragrance, texture, or finish, as our products are handmade.
  • Claims submitted without a valid uncut unboxing video.
  • Claims reported after 24 hours of delivery.

Claim Process

To request a refund or replacement, please contact our customer support with:

  1. Your Order ID.
  2. The uncut unboxing video.
  3. A brief description of the issue.

Once your claim is verified, we will arrange either:

  • A replacement of the damaged item (subject to availability), or
  • A refund to your original payment method.

We reserve the right to approve or reject claims based on the evidence provided.