Warranty & Guarantee
Our Commitment to Quality
At KAELIROAY, we are committed to providing scented candle products that meet the quality, safety, and presentation standards shown in our store.
Each product is carefully inspected before shipment to ensure that it meets our quality expectations.
If your product arrives damaged, defective, or develops a qualifying manufacturing issue within the applicable warranty period, our customer service team will work with you to provide an appropriate solution.
Our collection includes:
• Jar Scented Candles
• Pillar Scented Candles
• Scented Tealight Candles
90-Day Limited Warranty
Most products purchased from KAELIROAY are covered by a 90-day limited warranty, beginning on the date your order is delivered.
This warranty applies to eligible manufacturing defects or product-related issues that occur during normal intended use.
Depending on the nature of the issue, available solutions may include:
• A replacement product
• A replacement component, where applicable and available
• Store credit
• A refund, where appropriate
The specific resolution will depend on the type of issue, product availability, and the circumstances of the warranty claim.
What Is Covered
Our limited warranty may cover eligible issues including:
Manufacturing Defects
Defects in materials or workmanship that affect the normal function, structure, or intended use of the product.
Examples may include:
• Structural issues with candle containers
• Manufacturing defects affecting product quality
• Defects in candle construction or components
Candle Container or Packaging Issues
For products containing glass jars, containers, or decorative packaging, the warranty may cover:
• Glass containers damaged before delivery
• Manufacturing defects affecting candle vessels
• Packaging-related issues caused by production or handling before shipment
Product Quality Issues
Eligible warranty claims may include issues such as:
• Candle products that arrive unusable due to manufacturing problems
• Candle components that do not meet expected quality standards
• Product defects affecting normal intended use
Products Damaged on Arrival
Items that arrive:
• Broken
• Cracked
• Damaged
• Defective
• Unusable due to shipping or handling issues
may be eligible for review under this warranty.
What Is Not Covered
The warranty does not cover damage or issues caused by:
• Accidental drops, impacts, or breakage after delivery
• Improper handling or storage
• Use outside the product's intended purpose
• Exposure to excessive heat, direct sunlight, water, moisture, or unsuitable environments
• Burning candles without following recommended safety instructions
• Leaving candles unattended while burning
• Normal candle burning characteristics
• Natural variations in fragrance intensity
• Wax surface changes caused by normal candle use
• Minor differences in colour, texture, finish, or appearance
• Unauthorized modifications or alterations
• Improper cleaning or maintenance
• Loss or theft
• Damage occurring after the applicable warranty period
Minor variations in:
• Wax colour
• Fragrance appearance
• Surface texture
• Frosting effects
• Decorative details
• Container appearance
may occur due to material characteristics, production processes, or environmental conditions and are generally not considered defects when they do not affect normal product use.
Damaged or Defective Items
If your order arrives damaged, defective, or incomplete, please contact us as soon as possible after delivery.
To help us review your request efficiently, please provide:
• Your order number
• Your full name and email address
• Product name
• A brief description of the issue
• Clear photos or a short video showing the problem
• Photos of the outer packaging if the item was damaged during shipping
For damaged candle products, please include photographs showing:
• Glass jar or container condition
• Candle surface condition
• Product packaging
• Shipping box condition
Please keep the original product and packaging until our customer service team has reviewed your request.
How to Make a Warranty Claim
To submit a warranty claim, please contact our customer service team through the contact information provided on our website.
Please include:
• Order number
• Product information
• Description of the issue
• Supporting photographs or videos
Our team will normally review your request and respond within:
24–48 hours
Additional information may be requested where necessary to confirm the issue.
Replacement Products
If a replacement is approved, KAELIROAY will make reasonable efforts to provide the same product.
If the original product is unavailable, we may offer:
• A comparable replacement
• Store credit
• Another appropriate solution
Replacement availability depends on current inventory and product availability.
Refunds
Warranty approval does not automatically guarantee a cash refund.
Refund eligibility will be determined according to:
• The nature of the issue
• Product condition
• Applicable warranty terms
• Our Return & Refund Policy
When a refund is approved, it will generally be issued to the original payment method.
Processing times may vary depending on your bank, card issuer, or payment provider.
Returns and Warranty Are Different
Our Return & Refund Policy applies when you wish to return an eligible purchase within the applicable return period.
Our Limited Warranty applies only to qualifying manufacturing defects and product-related issues covered under warranty conditions.
Please review our Return & Refund Policy for complete information regarding returns, refunds, and eligibility requirements.
Shipping Damage
If your package appears damaged when delivered, we recommend taking photographs of the package before opening it.
If the product inside is damaged, please contact our customer service team and provide photographs of:
• Outer packaging
• Shipping label
• Damaged product
• Internal protective packaging
This information helps us review your request more efficiently.
Product Care
To help maintain the quality and performance of your KAELIROAY scented candles:
• Follow all included candle care instructions
• Use candles only for their intended purpose
• Never leave a burning candle unattended
• Keep candles away from children, pets, and flammable materials
• Avoid excessive exposure to heat, moisture, or direct sunlight
• Trim candle wicks according to recommended candle care practices
• Allow candles to burn according to recommended usage instructions
• Store unused candles in a cool, dry place
Improper use, storage, or maintenance may affect warranty eligibility.
Consumer Rights
This limited warranty is provided in addition to any rights you may have under applicable consumer protection laws.
Nothing in this policy is intended to exclude, limit, or restrict any consumer rights that cannot legally be excluded or restricted.
Contact Us
If you have questions about:
• Product quality
• Warranty coverage
• Damaged candle products
• Manufacturing issues
• Existing warranty claims
please contact our customer service 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
We aim to respond to customer enquiries within:
24–48 hours
KAELIROAY — Scented Candles for Elevated Living.