Return policy

Effective Date: May 2026

This Return & Refund Policy applies to all purchases made on slerotei.com for wax candle products. By placing an order on our website, you agree to the terms outlined below.

1. General Return Conditions

Due to the nature of wax candles and home fragrance products, we are unable to accept returns in the following cases:

• Candles that have been used, burned, or partially burned

• Products not in their original packaging condition

• Returns requested due to personal preference (e.g., scent dislike, color preference, or subjective expectations)

• Items damaged after delivery due to improper handling or storage by the customer

For hygiene and safety reasons, all used or opened candle products are not eligible for return or refund.

2. Eligible Return & Refund Cases

We accept return requests for eligible items within 30 days of the delivery date.

We only accept return, replacement, or refund requests under the following circumstances:

• Items arrive damaged, broken, or deformed during transit

• Wrong product shipped (incorrect fragrance, size, or style)

• Missing items in the order

• Severe packaging damage affecting product usability

3. Proof Requirements

To process any return, replacement, or refund request, customers must provide valid supporting evidence within 30 days of delivery, including:

• Clear photo or video of the shipping package label

• Unboxing video (recommended for faster approval)

• Photos showing the damaged or incorrect product clearly

• Order number and purchase details

Failure to provide sufficient evidence may result in rejection of the request.

4. Return & Replacement Process

Once we receive your request:

1. Contact our customer support at [email protected]

2. Submit required photos/videos and order details

3. Our support team will review your case within 1–2 business days

4. If approved, we will offer one of the following solutions:

   • Product replacement (reshipment)

   • Partial refund

   • Full refund (if applicable)

5. Replacement Shipping & Fees

For approved replacement cases:

• We will cover the shipping cost for items confirmed as defective or incorrect on our side

• If the issue is not caused by our error (e.g., customer-provided wrong address or accidental damage after delivery), a reshipping fee of $4.99–$6.99 may apply depending on the order size and destination

6. Refund Processing Time

Approved refunds will be issued back to your original payment method.

• Processing time: 7–10 business days after approval

• Bank or payment provider delays may extend the final posting time

7. Customer Responsibility

Customers are responsible for:

• Providing accurate shipping information at checkout

• Inspecting the package upon delivery in a timely manner

• Reporting any issues within the required timeframe

We are not responsible for losses caused by incorrect addresses, missed deliveries, or delayed pickup from carriers.

8. Non-Returnable Items

The following items are strictly non-returnable:

• Used or burned candles

• Clearance or final sale items (if marked)

• Items returned without prior approval

• Items reported after the 48-hour inspection window

9. Policy Updates

We reserve the right to modify or update this Return & Refund Policy at any time. Any changes will be posted on this page with an updated Effective Date.

Continued use of our website and purchase of our products constitutes acceptance of the updated policy.

Contact Us

If you have any questions about returns, refunds, or replacements, please contact us:

NACTIVE INC
6001 W PARMER LN
AUSTIN, TX 78727
United States

Email: [email protected]