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RETURN & REFUND POLICY — UNRAI

Returns
Because UNRAI candles are handcrafted and for hygiene/safety reasons, we do not accept returns once an order has been delivered unless the item arrives damaged or incorrect.

Damaged or wrong item
If your order arrives damaged, defective, or you received the wrong item, contact us within 48 hours of delivery at info@unrai.com with:

  • your order number

  • clear photos/video of the item

  • photos of the outer box + inner packaging + shipping label

After verification, we will offer one of the following:

  • replacement (if available), or

  • refund to the original payment method (if replacement isn’t possible).

Refund timing
Once approved, refunds are processed within 5–10 business days (your bank/card provider may take additional time to post it).

Shipping costs

  • If the issue is our fault (damage/incorrect item), we cover the shipping cost for the replacement (or refund the product).

  • For any other reason, returns are not accepted, so shipping is not refundable.

Lost or delayed parcels
If tracking shows “delivered” but you didn’t receive it, contact us within 48 hours. We will open an investigation with the carrier. Refunds/replacements depend on the carrier’s final outcome.

Contact
UNRAI Team — info@unrai.com — +31649687317