RETURN AND REFUND POLICY – MB Wax Creation

1. Introduction

This Return Policy defines the conditions for returning products purchased via the MB Wax Creation website. The following conditions apply to all shipments, with specific distinctions for customers residing outside the European Union (Non-EU).

2. Products Excluded from Returns

In accordance with Art. 59 of the Consumer Code, the right of withdrawal is excluded for:

• Custom-made or personalized candles (e.g., labels with names, custom fragrances, personalized party favors/bomboniere).

• Products that have been partially used, lit, or damaged by the customer.

• Products not stored correctly (e.g., candles left in the sun or near heat sources that have altered their shape).

3. Conditions for Return Acceptance

Returns are accepted only if the products meet the following requirements:

• They must be perfectly intact and unused (the wick must never have been lit).

• They must be returned in their original packaging, complete with every accessory or protective wrapping.

• They must be packed adequately for transport.

   

  Note: Since candles are fragile products, MB Wax Creation reserves the right to refuse the refund if the product arrives broken due to unsuitable packaging prepared by the customer.

4. Right of Withdrawal (Timeframes)

The customer has the right to withdraw from the contract, without specifying reasons, within 14 days from the day they acquire physical possession of the goods (courier delivery date). To exercise the right of withdrawal, it is necessary to send a written communication to: mbwaxcreation@outlook.com.

5. Defective or Damaged Products upon Delivery

In case of merchandise arriving broken or defective:

• The customer must report the damage within 7 days of receipt by sending clear photos of the product and the damaged packaging to mbwaxcreation@outlook.com.

• Note on Craftsmanship: Characteristics intrinsic to artisanal production (e.g., slight wax imperfections, frosting) that attest to the uniqueness of the handmade product are not considered defects.

6. Return Shipping Costs and Customs Duties

This section varies based on the customer's location:

• EU Customers (European Union): Shipping costs for returning the goods are borne by the customer.

• Non-EU Customers (USA, Canada, Switzerland, UK, Rest of the World):

  • Shipping costs for returning the goods to Italy are entirely borne by the customer.

  • Return Customs Duties: If the returned package is subject to customs duties or import taxes upon reentry to Italy, these costs will be deducted from the refund amount due to the customer.

  • Advice: We suggest marking the shipment as "Returned Goods - Value Null" to help avoid duties, but final responsibility remains with the customer.

7. Unclaimed or Refused Shipments

If the customer refuses delivery of the package (due to non-payment of customs duties, wrong address provided, or prolonged absence), the package will be returned to the sender. In this case, the following will be deducted from the final refund:

• Outbound shipping costs.

• Return shipping costs (which the courier charges to us).

• Any customs duties or storage fees charged by the courier.

 

Important Note: Often, for international shipments (e.g., USA, Australia), return costs exceed the value of the goods. In such cases, the refund will be zero.

8. Refund Methods

The refund will be issued using the same payment method used for the initial transaction, within 14 days of receipt and verification of the goods' integrity at our headquarters.

Customs duties or local taxes that the customer paid to their country's authorities upon receipt will not be refunded (these funds are collected by the foreign State, not by MB Wax Creation).