Return Policy

At FLICKER & FLAME SDN. BHD., we take pride in the quality of our handmade candles and aromatherapy products. If you are not fully satisfied with your purchase, please review our return and refund policy below.

1. Eligibility for Returns

We accept returns and exchanges under the following conditions:

  • You received damaged, defective, or incorrect items.
  • You contact us within 24 hours of receiving your order.
  • The item is unused, in its original packaging, and in the same condition you received it.

Due to hygiene and safety reasons, returns for change of mind are not accepted for candles and fragrance products.

2. Non-Returnable Items

The following items are non-returnable:

  • Used candles or products with signs of use
  • Sale or clearance items
  • Gift cards

3. Return Process

1. Contact Us
Email us at flicker.flame@outlook.com or WhatsApp +6017 545 1992 within 48 hours of receiving your order with:

  • Order number
  • Clear photos of the damaged, defective, or incorrect items
  • A brief description of the issue

2. Return Approval
Once your return request is approved, we will provide the return address and instructions.

3. Shipping the Return
You are responsible for the cost of returning the item unless the return is due to our error (incorrect or defective items). We recommend using a trackable shipping service for your protection.

4. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed to your original payment method within 5–10 business days.
  • If the item is not eligible for a refund due to signs of use or damage not caused during delivery, we will notify you via email.

5. Exchanges

We will replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact us following the process above.

6. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account or e-wallet again
  • Contact your bank or credit card company (processing times may vary)
  • If you have done the above and still have not received your refund, please contact us at flicker.flame@outlook.com.

7. Contact Us

For questions about returns and refunds, please contact:

FLICKER & FLAME SDN. BHD.
📞 +6017 545 1992
✉️ flicker.flame@outlook.com