Refund Policy

General Return instructions 

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with labels and in its *original packaging. You’ll also need a receipt or proof of purchase and order number. 

(*original packaging: including the tin candle, gift box, layer of protective material, thank you card, and instruction card.)

Please note that if you do not return your item in its original packaging, we will not be able to guarantee a refund for your order. 

To request a return, you can contact us at hello.cyinessence@gmail.com. We aim to process your request and access the reason for the return as soon as possible after receipt. If your request is approved, we’ll send you instructions on how and where to send your package. Please note that items sent back to us without first requesting a return will not be accepted. 

Damages, Faulty, and Incorrect items

Please remember to check your order carefully when you receive the item. If you receive an item that is damaged, faulty, or different from what you originally ordered, please accept our sincere apologies for any inconvenience it may have caused and please contact us at hello.cyinessence@gmail.com within 14 days from the date you receive it. We will then advise on how to proceed.  

Other Reasons For Return

If you need to return your item for any other reason, please follow the general return instructions to request for return. Please keep in mind that you will be responsible to pay for your own return shipping. We are unable to provide return shipping labels. We strongly advise you to use a tracked shipping method because we cannot be held responsible for packages lost in transit back to us.  

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we approved your return and you have not received the refund, please contact us at hello.cyinessence@gmail.com.

For further queries on Return, please contact us at: hello.cyinessence@gmail.com.