Return Policy
At KAELIROAY, we aim to provide customers with a clear, reliable, and straightforward return experience.
This Return & Refund Policy applies to eligible purchases made through kaeliroay.com.
Before returning any product, please contact our customer support team:
Our team will review your request, confirm return eligibility, and provide the applicable return instructions.
Please do not send products back before receiving return authorization from our customer support team.
Returns sent without prior approval or to an unauthorized address may experience delays or may not be processed.
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
To begin a return request, please contact:
Email: service@kaeliroay.com
Please include:
- Order number
- Product name
- Reason for return
- Photos where applicable
Our customer support team will review your request and provide the next steps.
Return requests submitted after the applicable return period may not be eligible unless required by applicable consumer protection laws.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, returned products should generally be:
- Unused or in like-new condition
- Free from customer-caused damage
- Unaltered
- Returned with all original components
- Returned with included accessories
- Returned with original packaging where reasonably possible
- Returned with product information, instructions, or inserts where included
Proof of purchase, such as an order number or order confirmation email, may be required.
Because KAELIROAY products include scented candles and decorative home fragrance items, returned products should be packaged carefully to prevent:
- Glass container damage
- Wax damage
- Fragrance leakage
- Surface scratches
- Packaging damage during transportation
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product package does not automatically make it ineligible for return.
However, preference-based returns of opened or used products may be subject to inspection where permitted by applicable law.
Returned products should not show signs of:
- Significant use
- Burn marks
- Melted wax caused by use
- Damage caused by improper handling
- Broken containers
- Missing components
- Unauthorized modification
- Improper storage
- Exposure to unsuitable conditions
For hygiene, safety, and product-quality reasons, used candles may not be eligible for return unless the product is defective, damaged upon arrival, incorrect, or otherwise covered by applicable consumer rights.
Where a product has experienced a material loss in value due to customer handling beyond what was reasonably necessary to inspect the product, an appropriate deduction may apply where permitted by law.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
- Products that have been burned or significantly used
- Personalized or customized products
- Gift cards
- Products clearly marked as final sale
- Products damaged through misuse or improper storage
- Products returned without original components or packaging
- Products modified or altered after delivery
- Products that cannot be resold due to hygiene, safety, or product condition concerns
Any product-specific exclusions will be stated on the relevant product page or communicated before purchase.
Nothing in this section limits consumer rights that cannot legally be excluded.
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your KAELIROAY order promptly after delivery.
This is especially important for products such as:
- Jar Scented Candles
- Pillar Scented Candles
- Scented Tealight Candles
- Glass candle containers
- Decorative candle accessories
- Fragrance-related products
If your order arrives:
- Broken
- Cracked
- Damaged
- Leaking
- Defective
- Incorrect
- Missing items
- Incomplete
please contact us as soon as reasonably possible.
To help us review the issue efficiently, please provide:
- Your order number
- Product name
- Clear photos of the product
- Photos of the packaging
- Photos of the shipping box
- A photo of the shipping label where available
- A short video showing the issue if relevant
For candle products, photographs or videos may be particularly helpful for issues involving:
- Broken glass jars
- Damaged candle surfaces
- Incorrect fragrance received
- Missing products
- Packaging damage affecting the product
After reviewing the information, we will provide an appropriate resolution based on the circumstances, our policies, and applicable consumer protection laws.
6. Basic Product Checks Before Return
For certain product-related issues, our customer support team may first provide reasonable product checks or assistance before approving a return.
For KAELIROAY scented candle products, these checks may include:
- Confirming the product name and order details
- Checking whether the correct product was received
- Reviewing photos of the candle, container, and packaging
- Confirming whether any damage occurred during transportation
- Reviewing product storage conditions
- Confirming whether the product has been used or burned
For glass jar candles and decorative candle products, we may request additional information to better understand the issue and determine the appropriate solution.
Customers should not continue using a product that appears damaged, unsafe, or unsuitable for normal use.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- No longer wanting the product
- Incorrect product selection by the customer
- Choosing the wrong fragrance, size, or style
- Product not matching personal preferences
- Other reasons not caused by an error on our part
customers are generally responsible for return shipping costs where permitted by applicable law.
If KAELIROAY confirms that a product was:
- Damaged during delivery
- Defective
- Incorrectly supplied
- Missing items
- Otherwise eligible for seller-paid return costs under applicable law
we will provide appropriate return instructions or another available resolution.
Please do not independently purchase expensive return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
- Otherwise stated by KAELIROAY
- The return results from an error on our part
- The product was defective, damaged, or incorrectly supplied
- Applicable law requires reimbursement
If a refund is approved, the refundable amount will be determined based on the circumstances of the return and applicable legal requirements.
9. Return Address
Return addresses may vary depending on:
- Product type
- Customer location
- Fulfillment arrangements
- Warehouse availability
- Logistics requirements
- Nature of the return
For this reason:
Please do not return products to our registered company address unless specifically instructed by our customer support team.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
KAELIROAY products may include:
- Glass candle containers
- Scented wax products
- Decorative candle designs
- Candle accessories
- Protective packaging materials
Customers should package returned products carefully to reduce the risk of damage during transportation.
Where reasonably possible, please include:
- The original product
- Product packaging
- Protective materials
- Product labels
- Included accessories
- Product inserts or instructions
- Any items originally included with the order
Glass containers and scented candle products should be securely protected against:
- Impact
- Cracking
- Leakage
- Movement inside the package
Customers are responsible for ensuring preference-based returns are properly packaged for transportation.
11. Missing Accessories or Product Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
- Candle lids
- Decorative accessories
- Packaging components
- Product inserts
- Gift packaging where included
- Other items supplied with the product
Any deduction will be assessed based on:
- The condition of the returned product
- Missing components
- Reduced resale value
- Applicable consumer protection laws
12. Return Inspection
Once a returned product is received, KAELIROAY may inspect it to confirm:
- Product identity
- Return eligibility
- Product condition
- Reason for return
- Original packaging
- Product completeness
- Whether the product has been used or damaged
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the:
Original payment method
Once KAELIROAY issues the refund, your:
- Bank
- Credit card issuer
- Payment provider
may require additional processing time before the funds appear in your account.
Processing times are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
- Missing products or accessories
- Missing original packaging
- Significant product use
- Burned candles
- Melted wax caused by use
- Broken glass caused after delivery
- Customer-caused damage
- Improper storage
- Unauthorized modification
- Improper handling
Any deduction will be assessed based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on:
- Current inventory
- Product availability
- Fragrance availability
- Product variations
- Shipping conditions
Because KAELIROAY products may be offered in different:
- Fragrances
- Sizes
- Designs
- Candle styles
- Collections
the preferred replacement product may not always be available.
Where direct exchanges are unavailable, the most efficient option may be:
- Request a return for the eligible original product.
- Complete the approved return process.
- Place a new order for the preferred product.
Please contact customer support before returning any product for exchange.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing your order.
Email: service@kaeliroay.com
We will make reasonable efforts to assist before fulfillment begins.
However, cancellation cannot be guaranteed once the order has entered:
- Processing
- Picking
- Packing
- Quality inspection
- Fulfillment
- Shipping preparation
- Dispatch
If an order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Cancelled Orders
If we successfully cancel an order after payment has been processed, an appropriate refund will be issued to:
- The original payment method, or
- Another method permitted by the applicable payment provider
Your financial institution may require additional processing time before the refund appears.
Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact our customer support team so we can review:
• Shipping status
• Carrier information
• Return shipping costs
• Product condition
• Eligibility for refund or replacement
• Other relevant circumstances related to the shipment
For products such as Jar Scented Candles, Pillar Scented Candles, and Scented Tealight Candles, returned packages may need to be inspected to confirm that the products remain in suitable condition.
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a refund if such costs resulted from refusal, failure to accept delivery, or incorrect delivery information provided by the customer.
Customers are encouraged to contact KAELIROAY before refusing or abandoning a shipment so that we can assist with the appropriate solution.
International Returns
International returns may involve additional:
• Shipping costs
• Customs procedures
• Carrier requirements
• Documentation requirements
• Transit time
Because KAELIROAY products may include glass containers, candle vessels, decorative packaging, or fragrance-related components, international returns should be packaged carefully to reduce the risk of damage during transportation.
Please contact our customer support team before sending any international return.
Return instructions, including the correct return address and any applicable requirements, will be provided after your return request has been reviewed and approved.
KAELIROAY is not responsible for unnecessary customs charges, additional shipping expenses, or delays caused by returns sent without following the provided instructions, except where responsibility cannot legally be excluded.
Consumer Rights
This Return & Refund Policy supplements and does not replace any consumer rights provided under applicable laws.
Depending on your country, state, province, or region, you may have statutory rights relating to:
• Product quality
• Product conformity
• Damaged products
• Defective products
• Repairs
• Replacements
• Returns
• Refunds
• Cancellation rights
Nothing in this policy is intended to waive, limit, or restrict any consumer rights that cannot legally be excluded.
Where mandatory consumer protection laws provide greater rights than those described in this policy, those legal rights will continue to apply.
Contact Us
If you have questions regarding:
• Returns
• Refunds
• Exchanges
• Damaged products
• Defective products
• Order cancellations
• Shipping issues
• Product information
• Candle care guidance
please contact our customer support team:
Brand: KAELIROAY
Website:
kaeliroay.com
Legal Entity:
Shenzhen Ruihua Technology Co., Ltd.
Registered Address:
Room 1403, Jihua Building,
South Lane 2, Changfa Middle Road,
Bantian Community, Bantian Street,
Longgang District, Shenzhen City, China
Unified Social Credit Code:
91440300MAE9RELT78
Customer Support Email:
service@kaeliroay.com
Phone:
+8619907795717
For order-related inquiries, please include:
• Order number
• Email address used during checkout
• Product name
• Description of your request
For damaged products, especially glass candle jars, candle containers, or packaging issues, please include clear photographs of:
• Product condition
• Inner packaging
• Outer shipping package
• Shipping label
This information will help our customer service team review your request more efficiently.
KAELIROAY is owned and operated by Shenzhen Ruihua Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, and related e-commerce activities.
KAELIROAY — Scented Candles for Elevated Living.