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Return Policy

Return/Refund Policy

After Sales

Should you have any question with regards of direction of use of the product, the service that we provided, any question please contact us at :

  • Contact Email: sales@candlepitstop.com
  • Contact No.: +6019.325.2936
  • Other Channels: Wats App +6019.325.2936
  • Drop by our office location: Ground Floor, Menara Mutiara Bangsar, Jalan Liku , Bangsar, Kuala Lumpur , Malaysia

Product Defects

  1. All parcel will be packed in a secured box/ flyer. If the parcel is not in good condition when you receive, please don't let the postman leave.
  2. Take a photo of your consignment note and the parcel.
  3. Don't sign to accept the parcel, ask the postman to return to us.
  4. Send us the photos and we will ship out a new parcel within two (2) working days.
  5. If you accidentally received the parcel and only found the defect products after you open the parcel,
  6. Take a photo of the defect product and send to our customer service at sales@candlepitstop.com
  7. We will compensate within five (5) working days if the product defect is caused by mishandling during shipment. 
  8. If you found that the product received isn't same with what you ordered,
  9. Take a photo of the defect product and send to our customer service at sales@candlepitstop.com
  10. If we are shipping the wrong product to you, you can return back and we will send out the exact product to you within two (2) working days.

 

OUR GUARANTEE: All of our products are 100% Hand Poured and manufactured in Malaysia . Our raw materials are sourced from sustainable and responsible manufacturers . We believe the best shopping experience allows you flexibility to change your mind about your purchase with us, we can issue you a refund credit or an exchange to another product according to your situation below. 

EXCHANGES/ RETURN - DAMAGED PRODUCTS (BROKEN/MELTED)

An exchange/ return will be processed for products that were damaged  (broken or melted) while en route to the shipping destination. Item must still be in tact within package. Do not attempt to remove product from packaging if found damaged.  Please email sales@candlepitstop.com to report any damages and include photos of damaged products/shipment, including box if damaged immediately upon receipt of item. If you would like a refund, please email sales@candlepitstop.com within 3 days of receipt of product. Refunds may take up to 24 to 48 hours depending on the bank/credit card company.

If a gift, we require proof of purchase or having product (photo) within 7 days of receipt.

Kindly take note of the following for return/exchange:

– Returns must not be opened, and is in its original condition when it was delivered to you.

– Returns must be initiated within 7 days after you received your order..

– Returns must be sent back in its original condition and sent back using the same packaging when it was delivered to you.

– If an exchange is initiated, a RM 20.00 (domestic) or appropriate (overseas) delivery fee will be charged for re-delivery.

– Refunds/exchange are not applicable if the address input was incorrect, incomplete or uncollected, a redelivery charge will be applied to the correct shipping address.

- ALL DELIVERY CHARGES FOR RETURNS /EXHANGES are to be borne by customer from point of pick up to CANDLE PIT STOP HQ in KUALA LUMPUR, MALAYSIA

EXCHANGES/ RETURN - WRONG CHOICE OF PRODUCT, CUSTOMER MISTAKE, CHANGE OF PRODUCT

We can only initiate a exchange policy IF product is returned in good condition, unopened, and unused. Product can only be replaced with an equal to value. Should there be a higher value, top up value will be initiated. If replacement value is below, we cannot allow reimbursement or credit amount due to payment methods. Initiation of exchanges must be done within 2 working days upon receiving of product. PLEASE EMAIL: sales@candlepitstop.com to immediately. WE CANNOT ALLOW RETURN of product for exchange of cash.

To initiate a refund credit/exchange:

1) Send an email with your order number to sales@candlepitstop.com with an appropriate subject specifying either a request for refund credit or exchange.

2) Upon receiving your email, our friendly staff will advise you on the return address.

3) Kindly send the returned item(s) to the specified address using the same packaging when it was delivered to you, with a tracking code.

4) Once your return is received and inspected by our fulfillment centers (usually within 72 hours of receipt), your refund/exchange will be processed. Refunds may take up to 24 to 48 hours depending on the bank/credit card company. 

5) If you initiated for a credit into your Candle Pit Stop account, a credit will be automatically returned to your account with CANDLE PIT STOP within 7 days.

6) If you initiated for an exchange, our staff will process your exchange within 72 working hours of receipt. Re-delivery of your exchange product may take from 5-7 working days upon processing.

Delivery Policy

1. Our Courier partner would usually successfully deliver the parcel within 2 – 5 working days from the date of shipment (Our daily shipment schedule is from Monday to Friday daily. No shipment on every Saturday, Sunday or Wilayah Persekutuan or national public holidays).
Delivery Tracking Numbers will be provided to all orders upon shipment for self-tracking purposes via email.

Delivery Fees:
    •    Purchase above RM120 free delivery within West Malaysia.
    •    Purchase below RM120, minimum delivery fee within West Malaysia will be RM7 for purchase of goods below 5kg (additional RM3 for every subsequent 1kg of purchase).
    •    Delivery Fees for East Malaysia will be charged according to weight of purchase (minimum RM15 for purchase of goods below 1kg and an additional RM 7.50 for every subsequent 1kg of purchase).

2. In the event of delay on the delivery, we would recommend for self-collection at the designation deporting branch of our delivery partner to avoid effects on the product quality. Affected customers may also contact our customer service representative for more info. Email sales@candlepitstop.com.

We do not assume responsibility or authority for the operations of our delivery partner. Your kind understanding is much appreciated.