🏰 Return & Refund Policy 🦇

At Dornqiva™, we want you to feel confident when purchasing from our collection.

This Return & Refund Policy explains when a product may be returned, how to request a return, who is responsible for return shipping, how damaged or incorrect items are handled, and when approved refunds are issued.

⏳ 1. 180-Day Return Window

Eligible products may be returned within:

180 calendar days after delivery.

The return period begins on the date your order is shown as delivered.

To qualify for a standard return, the product must generally be:

• Unused

• Unburned

• Unworn, where applicable

• In the same condition in which it was received

• Returned with its original packaging where reasonably available

• Accompanied by valid proof of purchase

Because many Dornqiva™ products are sculptural candles, candles that have already been lit, burned, melted, substantially altered, or intentionally damaged are generally not eligible for a preference-based return.

This does not affect claims involving products that arrived damaged, defective, incorrect, or materially different from their product description.

📜 2. How to Request a Return

Before sending any product back, please contact:

service@dornqiva.com

Please include:

• Your full name

• Order number

• Product name

• Reason for the return

• Relevant photographs or video where appropriate

Our customer support team will review your request and provide the appropriate next steps.

If your return is approved, we will provide:

• Return instructions

• The applicable return destination

• Any additional information required to complete the return

Please do not send a product back without first contacting us.

Packages sent to an unauthorized address may delay processing or may not reach the correct return facility.

🏛️ 3. Return Address

Our registered business address is not automatically our return warehouse address.

Please do not send returns to our company registration address unless Dornqiva™ customer support specifically instructs you to do so.

Once your return request has been approved, we will provide the appropriate return warehouse address and instructions based on the product, order, and applicable fulfillment arrangement.

This helps ensure that returned items reach the correct facility and can be processed properly.

⚖️ 4. Preference-Based Returns

A preference-based return may include situations such as:

• You changed your mind

• You no longer want the product

• The product does not suit your décor preferences

• You ordered the wrong product

• You purchased the wrong quantity

For an approved preference-based return:

The customer is responsible for the cost of return shipping.

We recommend using a trackable shipping service where reasonably available.

Original shipping charges paid at checkout are generally non-refundable for preference-based returns unless required otherwise by applicable law.

⚠️ 5. Damaged, Defective, Incorrect, or Misdescribed Items

Please inspect your order after delivery.

If an item arrives:

• Damaged

• Defective

• Incorrect

• Missing material components

• Materially different from the product description

please contact:

service@dornqiva.com

as soon as reasonably possible.

Please provide your order number and clear photographs or videos showing the issue where relevant.

After reviewing the circumstances, we will provide an appropriate solution at no additional cost to the customer.

Depending on the issue, the solution may include:

• Replacement

• Full or partial refund

• Return with shipping costs covered by us

• Another reasonable resolution agreed with you

Customers will not be required to bear the return shipping cost where the return is necessary because of a confirmed Dornqiva™ fulfillment error, incorrect item, qualifying defect, or qualifying shipping damage.

🥀 6. Items That Are Not Eligible for Standard Returns

Certain products may not qualify for a standard preference-based return.

These may include:

• Products that have already been burned or substantially used

• Products damaged after delivery through misuse or improper handling

• Customized or personalized products, where clearly identified as such before purchase

• Gift cards

• Items specifically identified as final sale before purchase, where permitted by applicable law

A product will not automatically be treated as non-returnable simply because it arrived damaged, defective, incorrect, or materially different from its description.

If you are unsure whether an item qualifies, contact service@dornqiva.com before sending it back.

🕯️ 7. Candle Condition & Natural Variations

Some Dornqiva™ products may contain decorative wax details, sculptural textures, color variations, or hand-finished characteristics.

Minor variations that are consistent with the product description and do not materially affect the intended appearance or use may not necessarily constitute a defect.

However, if you believe the product you received differs materially from the description or images, please contact us so we can review the issue.

🔄 8. Exchanges

We generally process exchanges through a return-and-reorder process.

If you would like a different eligible product:

1. Contact us to request a return for the original item.

2. Complete the approved return process.

3. Place a new order for the preferred item.

For damaged, defective, or incorrect products, we may instead arrange a replacement directly where appropriate.

🇪🇺 9. European Union – 14-Day Withdrawal Right

If your purchase is covered by applicable European Union consumer withdrawal rules, you may have a statutory right to cancel or return an eligible order within 14 days without providing a reason.

Where this statutory right applies, it exists independently of the Dornqiva™ 180-day return window and does not reduce the longer return period we voluntarily provide for eligible products.

Returned products under an applicable withdrawal right should generally be:

• Unused

• Unburned

• In their original condition

• Returned with original packaging where reasonably possible

• Accompanied by proof of purchase

Any mandatory consumer rights available under applicable law remain unaffected by this policy.

🔍 10. Refund Review

Once an authorized return has been received, we will inspect the returned product and review the return.

We will notify you regarding the status of your refund after the review has been completed.

A refund may be adjusted where permitted by law if a returned product shows use, damage, missing components, or a condition inconsistent with the approved return request.

This does not apply where the condition resulted from a confirmed product defect, shipping damage, or Dornqiva™ error.

🪙 11. Refund Method & Timing

Approved refunds will generally be issued to the original payment method.

After the returned product has been received and inspected, approved refunds are typically issued within:

5–10 business days

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional time to reflect the funds in your account.

That additional posting period is controlled by the payment provider and may vary.

If more than 15 business days have passed after you were notified that your refund was approved and you still cannot see the funds, please contact:

service@dornqiva.com

📦 12. Refunds for Orders That Have Not Shipped

If an eligible cancellation request is approved before shipment, the refund will be returned using the applicable original payment method.

Cancellation requests are governed by our Cancellation Policy and the order-processing status at the time we receive the request.

If an order has already shipped, it will normally need to be handled through the applicable return process after delivery.

🕵️ 13. Lost Returns

For customer-arranged preference-based returns, we recommend using a shipping service that provides tracking.

If a returned parcel is lost before reaching the designated return facility, we may request tracking or shipment information to help determine whether the return was successfully delivered.

Where Dornqiva™ provides or arranges the return shipping method for a qualifying damaged, defective, or incorrect item, we will assist with applicable carrier issues related to that arranged return.

🛑 14. Unauthorized Returns

Please contact us before sending any return.

Products sent:

• Without a return request

• To an incorrect address

• To our registered company address without authorization

• Without sufficient order identification

may experience significant processing delays.

We will make reasonable efforts to identify the shipment where possible, but contacting us first is the best way to ensure the return is handled correctly.

💬 15. Questions About Returns or Refunds

If you need assistance with:

• Return eligibility

• Damaged or defective products

• Incorrect items

• Return shipping

• Return instructions

• Refund status

• Exchange requests

please contact:

service@dornqiva.com

When contacting us about an existing order, please include your order number whenever possible.

🌹 Company Information 🏰

For return or refund assistance, please contact service@dornqiva.com during our listed business hours.