Returns & Refund Policy – Mistico Opus
At Mistico Opus, we take great care in crafting and shipping our candles. However, if your order arrives damaged, defective, or incorrect, we’re here to help. Please read our policy below for returns, refunds, and exchanges.
- Damaged, Leaking, or Incorrect Products
If you receive a product that is damaged, leaking, broken, missing, or not what you ordered, please notify us within 48 hours of delivery by emailing us at contact@misticoopus.com with the following:
- Your Order Number and Invoice Number
- A brief description of the issue
- Clear images or videos as proof (mandatory for processing)
Depending on the issue, please include:
- For damaged/leaking/broken products: images of the product, seal, spillage (if any), mono-carton (individual box), and outer packaging.
- For missing, empty, or wrong product deliveries: images of the product received, packaging, and any visible issue.
- For dirty/damaged packaging: images of the complete open package, mono-carton, and outer packaging.
Once we receive all details, our team will review the case within 3 working days and get back to you with the next steps.
- Exchange & Refund Process
- If your request is approved, we will arrange a reverse pick-up and provide you with an authorization number.
- Products must be returned in their original packaging, along with the original receipt and a document stating:
- Dispatch address
- Customer’s name & address
- Order number
- Contents of the package
- Please also share an image of the return consignment (inside & outside packaging) with our Customer Care team via email.
- Once the package reaches our warehouse, exchanges will be processed within 24 hours, and tracking details for the replacement will be shared with you.
- In case of refunds, the approved amount will reflect in your account within 10–15 working days.
- Gift boxes are not eligible for exchange or refund.
- Mistico Opus is not responsible for damage caused after delivery.
- Product Quality Concerns
For quality-related complaints, please contact us at contact@misticoopus.com within 7 days of delivery with:
- Order number
- Product details
- Description of the issue
- Supporting images/videos and a photo of the product label
Our team will respond within 24–48 hours. If required, we may request the product to be returned for a quality assessment. The quality check process may take up to 7 working days after receiving the product, and the overall timeline (pick-up to resolution) may take around 3 weeks.
If the product fails the quality check, we will proceed with a return or exchange.
- Exclusions
- No exchanges/refunds for issues due to improper use, neglect, or wrong application.
- Reactions such as allergies or skin sensitivities are not covered.
- Exchanges/refunds will not be accepted for reasons such as personal dislike of fragrance, colour, or design if the product has no quality issue.
- Cash refunds are not permitted.
At Mistico Opus, your satisfaction is important to us. We value your trust and will always do our best to resolve genuine concerns promptly.
