Return & Refund Policy

Return & Refund Policy

Introduction

At Mood Candle/Soap Supplies TT Ltd, we are dedicated to providing high-quality materials, tools, and equipment to support your creative business. To maintain fairness and transparency while protecting our company from misuse, this Return & Refund Policy outlines your rights and our responsibilities.

This policy safeguards both our customers and our business against product tampering, fraudulent claims, and chargeback abuse.

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Eligible Returns

• Unused and Unopened Items:
  Returns are accepted only for products that remain in their original, sealed, and resaleable condition within 5 business days of receipt.
  • A 10% restocking fee applies to all eligible returns.
  • Shipping fees are non-refundable.
  • Proof of purchase and prior authorization are required.
• Defective or Damaged on Arrival:
  If an item arrives damaged or defective, you must contact us within 3 business days of delivery.
  • Claims must include clear photos or videos of the issue and the packaging.
  • Once verified, we will provide a replacement or refund at our discretion.

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Non-Eligible Returns

To ensure product integrity and customer safety, the following items cannot be returned or refunded under any circumstances:

• Opened, Used, or Partially Used Materials (e.g., waxes, fragrances, oils, butters, colorants, additives).
• Custom, Made-to-Order, or Personalized Items.
• Sale, Clearance, or Discounted Items – all sales are final.
• Items Damaged Due to Misuse, Improper Storage, or Neglect.

Any attempt to return used or substituted products will be rejected, and repeat abuse may result in account suspension or refusal of future service.

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Electronics Warranty

All electronic products (such as scales, thermometers, and melters) include a 7-day limited warranty covering manufacturer defects only.

This warranty:

• Begins on the date of purchase.
• Does not cover damage caused by misuse, exposure to water, power surges, or normal wear and tear.
• Requires proof of purchase and evidence of the defect within the 7-day period.

No replacements or refunds will be issued for items that show signs of misuse.

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Fraud Prevention & Verification

To maintain fairness and prevent fraudulent activity, Mood Candle/Soap Supplies TT Ltd implements strict verification procedures for all return, refund, and warranty claims.

• All claims are subject to inspection and verification before approval.
• We reserve the right to request additional evidence (such as unboxing videos, serial numbers, or packaging photos) to validate claims.
• False or exaggerated claims, including fake damage reports, altered photos, or misrepresentation of product condition, will result in immediate denial of the claim and may lead to permanent account suspension.
• Fraudulent activity may be reported to local authorities and payment processors for investigation.

These measures help protect honest customers and ensure that all refunds and replacements are legitimate.

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Chargebacks & Payment Disputes

• By completing a purchase with Mood Candle/Soap Supplies TT Ltd, you acknowledge and agree to our posted Return & Refund Policy.
• Initiating a chargeback or payment dispute after receiving products in accordance with this policy constitutes a breach of our terms of sale.
• In the event of a false or unjustified chargeback:
  • We will provide documentation (including invoices, delivery proof, and correspondence) to the payment processor to dispute the claim.
  • Customers engaging in repeated or fraudulent chargebacks may be permanently banned from future purchases.
  • We reserve the right to pursue legal recovery of costs and administrative fees associated with fraudulent disputes.

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Return Process

To initiate a return or report an issue:

1. Contact us at (868) 338-5617 or [email protected] within the stated time frame.
2. Provide your order number, description of the issue, and photo or video evidence.
3. Wait for written authorization before sending any item back. Unauthorized returns will not be accepted or refunded.

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Legal Compliance

This policy is developed in accordance with the Consumer Protection and Safety Act and the Unfair Contract Terms Act of Trinidad and Tobago.
While we uphold consumer rights regarding defective goods, Mood Candle/Soap Supplies TT Ltd reserves the right to enforce this policy to prevent abuse, protect product quality, and maintain a safe and honest marketplace.