The warranty claims process
Upon receiving your claim we will review your application to ensure it meets our warranty terms. We may ask for further information, pictures and if possible a short video.
In some cases we may assist to remedy your situation without the need to send your unit back.
Depending on the nature of the fault and age of the unit, we may require you to return your Candle Maker for inspection and repair. If so, we will email you a courier label and instructions for returning the unit. If your claim does not meet our warranty terms we will let you know your options.
We will inspect and test the unit and if this reveals a manufacturing defect we will repair or replace it (at our discretion) and send it back to you at no cost. This usually applies more for older units. During the inspection we look for signs of unintended use; please note that this may affect your claim.
Once we have received your unit for inspection our typical turnaround time is 7 DAYS. We will keep you updated throughout the process.
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