Politique de remboursement
At Isola Candles, the online store and trading name of Isola Aura Home, every candle is handmade with care in our small studio in Belgium. We want you to be happy with your order, so please contact us if something is not right.
Right of Withdrawal and Returns
You have the right to notify us that you wish to return an eligible item within 14 days of receiving your order, without providing a reason.
To request a return, please contact us before sending the item back:
Email: isolaaurahome@gmail.com
After notifying us of your decision to return the item, you must send it back within 14 days. We will provide the correct return instructions and return address.
To receive a full refund, the item should be:
• unused and unburned;
• in its original condition;
• safely packed in its original or suitable protective packaging;
• returned with all original parts, accessories, packaging and gift details, where applicable.
You may inspect the item only to the extent reasonably necessary to establish its nature, characteristics and condition. You may be responsible for any reduction in value caused by handling beyond what would normally be permitted when examining an item in a physical shop.
Return Shipping
Return shipping costs for standard returns are the responsibility of the customer.
We recommend using a tracked shipping service and keeping proof of postage, as the customer remains responsible for the parcel until it is delivered back to us.
If the item arrived damaged, defective, incorrect or not as described, reasonable return shipping costs will be covered by us.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method without undue delay and no later than 14 days after we are informed of your decision to withdraw.
We may withhold the refund until we have received the returned item or until you provide proof that the item has been sent back, whichever occurs first.
Where required by applicable consumer law, the refund will include the original cost of the least expensive standard delivery method offered for the order.
Additional costs resulting from your choice of express, premium or upgraded delivery are not refundable.
Your bank or payment provider may require additional processing time before the refund appears in your account.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, incorrect or not as described, please contact us as soon as possible, preferably within 48 hours of delivery, and include:
• your order number;
• clear photos of the item;
• clear photos of the external and internal packaging;
• a short description of the issue.
The 48-hour request helps us investigate transport damage quickly but does not limit your statutory consumer rights.
We will review the issue and provide an appropriate solution, which may include repair, replacement, partial refund or full refund, depending on the circumstances.
Consumers in the European Union benefit from the applicable legal guarantee for goods that are defective or do not conform to the description.
Items Excluded from the Right of Withdrawal
The right of withdrawal does not apply to products that are made according to the customer’s individual specifications or are clearly personalised, including:
• candles made with a personalised name or message;
• products made in a colour, scent, size or design specifically requested by the customer;
• fully custom-made candles or gift sets;
• products created according to a special design request.
The following items also cannot be returned unless they are damaged, defective, incorrect or not as described:
• candles that have been lit or burned;
• items damaged after delivery through misuse or improper handling;
• gift cards.
A product is not excluded from return solely because it is handmade, made in small batches or purchased at a discounted price.
Cancellations
Orders may be cancelled within 3 hours of purchase.
After this time, production or order preparation may already have started, and cancellation may no longer be possible, particularly for personalised or custom-made items.
For eligible standard products, this cancellation rule does not affect the statutory right of withdrawal after delivery.
To request a cancellation, please contact us as soon as possible:
Email: isolaaurahome@gmail.com
Lost or Delayed Packages
If your package is delayed, please contact us and we will help check the available tracking information.
Tracking information may not always update in real time. If a parcel is officially confirmed as lost by the carrier, we will review the situation and provide an appropriate solution.
Withdrawal Notice
To exercise your right of withdrawal, you may email us a clear statement containing:
• your full name;
• your order number;
• the product or products you wish to return;
• the date the order was received;
• the date of your return request.
You may use the following wording:
“I hereby give notice that I wish to withdraw from my purchase of the following product(s): [product name]. Order number: [order number]. Order received on: [date].”
Contact and Business Information
For any return, refund, cancellation or order issue, please contact:
Business owner / legal representative: Maryia Salauyova
Business / studio name: Isola Aura Home
Online store / trading name: Isola Candles
Email: isolaaurahome@gmail.com
Phone: +32 493 50 70 20
Website: https://isolacandles.be
Registered address:
Avenue des Cerisiers 29, b8
1030 Schaerbeek, Brussels
Belgium
VAT and business registration number: BE1013970296