Refund policy

Wick Moment Return and Refund Policy

At Wick Moment, we want you to be completely delighted with your candle purchase. This policy outlines how returns and refunds work for our products.
Important: Inspecting Your Order
While we take great care in packaging our products, candles can be fragile. Please inspect your order immediately upon receipt.
We Strongly Recommend:
  • Record your unboxing on video for documentation, especially for fragile or high-value items.
  • Check the item's condition thoroughly upon arrival.
  • Verify you received the correct product.
When Returns Are Accepted
We accept returns only in these situations:
  1. Defective Items: Manufacturing defects (e.g., wick issues, tunneling) or damage not caused by shipping.
  2. Incorrect Items: We sent the wrong product (e.g., wrong scent, size, or type).
  3. Damaged in Shipping: Item arrived clearly broken or damaged due to transit.
14-Day Return Window
You have 14 days from the date of delivery to request a return for eligible items.
Return Requirements:
  • Item must be unused and in the same condition that you received it.
  • Original packaging is required.
  • Receipt or proof of purchase is needed.
  • Must contact us within 14 days of delivery.
  • Must ship the item back within 20 days of the original delivery date.
How to Start a Return
For Damaged, Defective, or Wrong Items:
  • Contact us immediately (within 72 hours): hello@wickmoment.com
  • Include your order number.
  • Provide clear photos of the item and the packaging.
  • Include the unboxing video if available.
For General Returns (e.g., change of mind, wrong scent choice):
  • Email hello@wickmoment.com within 14 days.
  • We'll provide a Return Merchandise Authorization (RMA) number.
  • Follow our return shipping instructions.
Note: Items returned without a valid RMA number will not be accepted.
Return Shipping
Who Pays:
  • Damaged/Defective/Wrong Items: We cover all return shipping costs.
  • General Returns: The customer is responsible for return shipping costs.
Return Address: Wick Moment Unit 01, 12/F, Tower 1, Magnet Place 77-81 Container Port Road, Kwai Chung Hong Kong
Important Notes:
  • Use a trackable shipping service (we are not responsible for lost packages).
  • International customers are responsible for any customs duties or taxes incurred on the return shipment.
Refunds
Processing Time:
  • We will notify you within 2 business days of receiving and inspecting your return.
  • Approved refunds are processed within 30 business days.
  • Bank processing may take additional time.
What You'll Receive:
  • Defective/Wrong Items: Full refund + original shipping costs.
  • General Returns: Item cost minus original shipping and return shipping costs.
Exchanges
We do not offer direct exchanges. To get a different item:
  1. Return your current item following the steps above.
  2. Place a new order once your return is approved and refunded.
Questions?
Contact our customer support team at hello@wickmoment.com for any questions about returns or refunds.