Refund policy

Return and Refund Policy

Last updated: June 29, 2026

Thank you for shopping with Marsolights Candles Inc.

We want you to be fully satisfied with your purchase. This policy explains returns, refunds, and product issue investigations.

1. Interpretation and Definitions

(unchanged core structure — kept for legal consistency)

Company refers to Marsolights Candles Inc., 121 Water Street West, Unit 314, Cornwall, ON, K6J 5T8.
Goods refers to candles, wax melts, soaps, lip balms, and related products.
Orders means purchases made through our website.
Service refers to the Website.
Website refers to https://marsolights-candles.myshopify.com/
You means the customer.

2. Return Eligibility

We accept returns within 30 days of delivery, provided items are:

  • Unused and unburned
  • In original condition
  • In original packaging (when applicable)
  • Supported by proof of purchase

3. Non-Returnable Items (Final Sale)

For hygiene, safety, and product integrity reasons, the following are final sale and not eligible for return or refund:

  • Any burned, lit, or partially burned candles
  • Wax melts that have been opened or used
  • Soaps and lip balms once opened or used
  • Custom or personalized items
  • Clearance or final sale items
  • Items damaged due to improper handling, storage, or misuse
  • Products not in resellable condition or missing packaging
  • Items showing soot damage, wick trimming, wax pooling, fragrance contamination, or burn alteration

We reserve the right to refuse returns that do not meet these conditions.

4. Order Cancellation

Orders may only be cancelled before they are processed or shipped.

Once fulfilled or shipped, orders must follow the Return Policy.

5. Refunds

Approved refunds are processed within 14 business days after inspection.

Refunds are issued to the original payment method.

Shipping costs are non-refundable unless the issue is due to our error.

6. IMPORTANT: Damaged, Defective, or Missing Orders (Claims & Investigation Process)

This section applies to:

  • Items arrived broken or damaged (including cracked glass jars)
  • Items missing from the order
  • Orders marked as delivered but not received (Canada Post or carrier issues)
  • Suspected defective candles (performance, burn issues, wick issues, scent throw concerns)

To open a claim investigation, You must provide complete documentation within 7 days of delivery (or expected delivery date for missing parcels).

Required Information (Mandatory for Investigation)

You must include ALL of the following where applicable:

A. Photos (Required)

  • Clear photos of the damaged product
  • Photos of the shipping box and packaging (inside and outside)
  • Photos of any visible damage to the parcel
  • Close-up images of the candle or defect

B. Delivery / Tracking Evidence

  • Order number
  • Tracking number
  • Delivery status (delivered / not delivered / delayed)
  • Confirmation if Canada Post tracking shows delivery scan

C. Product Use & Safety Verification (If candle was used)

  • Confirmation whether Safety Card instructions were followed
  • Whether the candle was:
    • Burned level on first use
    • Trimmed to recommended wick length
    • Burned for recommended duration (2–4 hours max per burn)
  • Exact burn time before issue occurred
  • Description of how the candle was used before the defect occurred

D. Description of Issue

  • What happened
  • When it was first noticed
  • Any unusual burn behaviour (tunnelling, soot, cracking, wick drowning, etc.)

Investigation Process

Once submitted:

  1. We review all evidence
  2. We may request additional photos or clarification
  3. We may contact the shipping carrier (Canada Post or others)
  4. A decision will be made to issue:
  • Replacement
  • Store credit
  • Refund (full or partial depending on case)

Important Notes

  • Claims without required evidence may be denied
  • Items discarded before review cannot be investigated
  • We are not responsible for damage caused by improper burning or failure to follow safety instructions
  • “Delivered” scans from carriers are considered proof of delivery unless otherwise verified through investigation

7. Return Shipping

Customers are responsible for return shipping costs unless otherwise agreed.

We strongly recommend tracked shipping.

We are not responsible for lost or damaged return shipments.

8. Exchanges

Exchanges are only offered for defective or damaged items approved under the claims process.

9. Gift Returns

If marked as a gift:

  • Store credit may be issued
  • Otherwise refunds go to original purchaser

10. Right to Refuse Claims

We reserve the right to refuse claims or returns if:

  • Evidence is incomplete or missing
  • Product shows signs of misuse or improper burning
  • Fraudulent or abusive claims are suspected
  • Items were used beyond normal consumer testing
  • Policy conditions are not met

11. Contact Us

Email: Marsolights@gmail.com
Facebook: https://www.facebook.com/Marsolights

Politique de retours et remboursements 

Dernière mise à jour : 29 juin 2026

Merci d’avoir magasiné chez Marsolights Candles Inc.

1. Admissibilité des retours

Les retours sont acceptés dans les 30 jours suivant la livraison.

Le produit doit être inutilisé et en état revendable.

2. Articles non retournables (vente finale)

  • Bougies brûlées ou partiellement brûlées
  • Produits ouverts ou utilisés
  • Articles personnalisés
  • Articles en solde ou liquidation
  • Produits endommagés par mauvaise utilisation
  • Articles non revendables

3. Réclamations (endommagé, manquant ou non livré)

Cette section s’applique aux cas suivants :

  • Produit cassé à la livraison
  • Produit manquant
  • Colis non reçu (Canada Post marqué livré ou perdu)
  • Produit défectueux

Documents requis :

Photos obligatoires :

  • Produit endommagé
  • Emballage extérieur et intérieur
  • Détails du dommage

Informations de livraison :

  • Numéro de commande
  • Suivi de colis
  • Statut de livraison

Utilisation du produit :

  • Respect des instructions de sécurité
  • Temps de combustion
  • Description du problème

Processus

Après réception :

  1. Analyse du dossier
  2. Vérification avec transporteur
  3. Décision : remplacement, crédit ou remboursement

4. Remboursements

Traitement sous 14 jours ouvrables après approbation.

5. Retours

Frais de retour à la charge du client sauf indication contraire.

6. Refus de réclamation

Nous pouvons refuser une réclamation si :

  • Les preuves sont insuffisantes
  • Le produit a été mal utilisé
  • La politique n’a pas été respectée
  • Fraude suspectée

7. Contact

Courriel : Marsolights@gmail.com
Facebook : https://www.facebook.com/Marsolights

If you want next step, I can also:

  • Align all 3 policies (Privacy / Returns / Shipping) into a legal “Policy Suite” PDF
  • Or shorten this into a customer-friendly version for Shopify footer + a strict legal hidden version