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Return and Refund Policy

    RETURN AND REFUND POLICY

    Last updated: February 18, 2026

    At EK Evolve Services Ltd (trading as EK Candle Supplies Cyprus), we are committed to ensuring the satisfaction of our customers. This policy outlines our protocols regarding returns, refunds, and exchanges, ensuring a transparent process for all our clients.

    1. RETURN ELIGIBILITY & CONDITIONS

    All returns must be requested and postmarked within thirty (30) days of delivery and must be before the product’s expiration date.

    Note on Online Orders: In accordance with EU law, online purchases are eligible for a full refund if the return is requested within 14 days of delivery. For returns requested between day 15 and day 30, our standard policy applies (see Section 2 for compensation methods).

    • Condition: All items must be in new, unused, and sealed condition (especially fragrances and waxes).
    • Proof of Purchase: All returns must be accompanied by the original receipt or order number.
    • Kits & Bundles: Must be returned with all original components included and unused.
    • Exclusions: Opened/unsealed products, final sale items, intentionally damaged goods, and free/complimentary products cannot be returned.

    2. REFUNDS & COMPENSATION (EU COMPLIANCE)

    How you are compensated depends on how you purchased your items, in accordance with EU regulations:

    A. Online Purchases (Right of Withdrawal)

    In line with EU consumer law, if you purchased your items via our website:

    • Refund Method: You are entitled to a refund via your original payment method (e.g., Credit Card, PayPal, or Bank Transfer).
    • Refund Eligibility: You are eligible for a refund only if you send your request for refund before your order returns to our premises.
    • Notification Period: You must notify us of your intent to return within 14 days of receiving the goods.
    • Deductions: We reserve the right to reduce the refund amount if the value of the goods has been diminished by handling them beyond what is necessary to establish their nature/characteristics.

    B. In-Store Purchases

    If you purchased your items at our physical shop:

    • Compensation: Returns for items bought in-person will be compensated via a Credit Note. Since the customer has the opportunity to inspect the product physically before purchase, cash/original payment refunds are not mandatory.
    • Credit Note Validity: Credit notes are valid for six (6) months from the date of issue.

    3. RETURN PROCESS

    To return an item, please email info@candlesuppliescyprus.com with your order number to obtain prior approval.

    • In-Store: Return items directly to our shop Monday – Friday.
    • Courier: Items can be sent via ACS or AKIS Express at the customer’s expense.
    • Exception: If the product is faulty or sent in error, EK Candle Supplies Cyprus will cover the shipping costs.

    Shipping Address:

    EK Candle Supplies Cyprus

    Attn: Return to Origin (RMA#)

    Warehouse 6, Block B, 1028 Kaimakli, Nicosia, Cyprus

    +357 99314244

    Note: Please do not mail your return without prior confirmation. Returns without approval may be rejected.

    4. WARRANTY & DEFECTS

    • Electronics: All devices carry a two (2) year warranty covering technical issues. This excludes normal wear and tear or misuse. Tampering by unauthorized technicians voids the warranty.
    • Damaged/Wrong Items: You must notify us within 48 hours of delivery. For broken items, keep all packaging and provide photos/videos exactly as the items were found for insurance purposes.

    5. CANCELLATIONS & UNCLAIMED ORDERS

    • Cancellations: Possible only before the order has shipped.
    • Failure to Collect: If a parcel is returned due to an incorrect address or failure to collect, the customer is responsible for the cost of reshipping. Original shipping fees are non-refundable.

    QUESTIONS

    If you have any questions concerning our return and refund policy, please contact us at: info@candlesuppliescyprus.com.