If you're experiencing a damage or issue to the product, please contact us at xincerecandle@gmail.com within two days of receiving the order and we will help get the process started. Please send us an email of your order's invoice number, photogenic proof, and detailed description of the damaged product. Keep all packaging materials and do not use the candle until shipping issue is documented. Once approved, we will start the process of the replacement or refund. WE DO NOT ACCEPT RETURNS AND EXCHANGES.

Please note: Sale items, discontinued items, limited edition items, or items not produced by Xincere Candle are final sale and not eligible for refund or replacement.