RETURN POLICY
Effective Date: January 1, 2025 · Last Updated: September 2026
Each Mai Candles piece is handcrafted to order. This policy explains the conditions that apply to cancellations, returns, exchanges, and orders that arrive damaged, defective, incorrect, or incomplete.
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This policy should be read together with our Store Policies. Nothing in this policy limits any mandatory rights available under applicable consumer law.
01
CANCELLATIONS
Orders enter preparation promptly after confirmation, so cancellation requests cannot be guaranteed.
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Orders placed exactly as shown may enter production immediately after order confirmation. If production has not yet begun, please contact Mai Candles as soon as possible so the cancellation request can be reviewed.
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For personalised orders requiring a preview or clarification, production begins after the final personalisation has been approved. Personalised orders cannot be cancelled or modified after approval and the start of production.
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If a cancellation is accepted, any approved refund will be submitted through the original payment method where possible. Additional processing time may be required by the payment provider.
02
PERSONALISED AND BESPOKE ITEMS
Items personalised with a name, date, or short message, as well as bespoke items created to customer-specified requirements, cannot be returned, exchanged, or refunded because of a change of mind once production has begun, provided the item matches the approved or submitted specifications.
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This restriction does not apply if the item arrives damaged, defective, incorrect, incomplete, or contains an error made by Mai Candles. It also does not limit any mandatory rights available under applicable consumer law.
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Where a preview or clarification is required, production begins after the final personalisation has been approved. If no preview or clarification is required, production may begin after order confirmation.
03
NON-PERSONALISED ITEMS DELIVERED WITHIN EGYPT
Items ordered exactly as shown, without personalisation, may be returned or exchanged in accordance with applicable Egyptian consumer law, provided the request is made within 14 days of receiving the item and the item remains unused, undamaged, and in its original condition.
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Mai Candles must be contacted before any item is returned. The item must be securely repacked using its original protective materials where available, or equivalent protective packaging agreed with Mai Candles before return.
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An item may not qualify for return or exchange if it is no longer in the condition in which it was received for a reason attributable to the customer, subject to applicable consumer law.
04
INTERNATIONAL CHANGE-OF-MIND RETURNS
Change-of-mind returns are not accepted for international orders, except where required by applicable law.
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This does not affect claims concerning items that arrive damaged, defective, incorrect, incomplete, or not as approved or ordered.
05
DAMAGED, DEFECTIVE, INCORRECT, OR INCOMPLETE ORDERS
If an order arrives damaged, defective, incorrect, incomplete, or does not match an approved personalisation because of an error made by Mai Candles, please contact us and provide:
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The order number
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A clear description of the issue
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Clear photos of the affected item
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Photos of the original packaging as received
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A photo of the shipping label, where relevant
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To help us document damage that may have occurred during shipping and raise a claim with the carrier, please contact Mai Candles within 48 hours of delivery.
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This 48-hour reporting period is intended to support the documentation of transit damage and does not limit any mandatory rights available under applicable consumer law.
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Please retain the item and its original packaging, where possible, until the claim has been reviewed. Items should not be returned or discarded before receiving instructions from Mai Candles.
06
REPLACEMENTS AND OTHER REMEDIES
Once the information provided has been reviewed and the claim accepted, our first proposed remedy will normally be a replacement at no additional cost.
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If a replacement is unavailable, unsuitable, or cannot reasonably be provided, a refund or another appropriate remedy will be arranged in accordance with applicable law.
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Where a return is required because of an accepted claim involving damage, a defect, an incorrect or incomplete order, or an error made by Mai Candles, the necessary return shipping will be arranged or covered by Mai Candles.
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Any error made by Mai Candles in an approved personalisation will be corrected without being treated as the included revision described in our Store Policies.
07
HANDCRAFTED VARIATIONS
Because every Mai Candles piece is handcrafted, minor variations in colour, finish, surface texture, or weight may occur between pieces.
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Small handcrafted variations do not normally constitute a defect, provided the item remains consistent with its product description and any approved personalisation or specifications.
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A substantial difference from the product description, approved personalisation, or confirmed order details may be reported under this policy.
08
REFUNDS
Once approved, the refund will be submitted through the original payment method where possible. Additional processing time may be required by the payment provider.