A buyer qualifying as a consumer may withdraw from the purchase without giving any reason within 14 days from the date of receipt of the product, in accordance with the conditions specified in the relevant legislation.

The right of withdrawal shall be deemed to have been exercised within the deadline if the buyer sends their statement of withdrawal to us before the expiry of the 14-day deadline.

The customer may also submit their withdrawal or return request through the customer account interface. To log in, the e-mail address used at the time of ordering must be provided, to which a one-time login code will be sent.
Prior registration and password creation are not required. The withdrawal statement may also be sent by e-mail to the contact details specified in the policy.
 
Please notify us of your intention to withdraw in writing via our designated contact details.
sylvera.candles@gmail.com

We will electronically acknowledge the receipt of the withdrawal statement. 

In the event of withdrawal, the buyer is obliged to return the product to us or hand it over to a person authorized to receive it without undue delay, but no later than 14 days from the communication of the withdrawal.

The return shall be deemed completed within the deadline if the buyer dispatches the product before the expiry of the 14-day deadline.

The direct cost of returning the product shall be borne by the buyer. 

We are unable to accept shipments sent cash on delivery (COD) or with carriage forward.

Please return the product properly packaged to ensure it is not damaged during transport.

The buyer shall only be liable for any diminished value of the product resulting from use beyond what is necessary to establish the nature, characteristics, and functioning of the product.

In the event of withdrawal, we will refund the amount paid by the buyer, including the original shipping cost, within 14 days of becoming aware of the withdrawal.

If the buyer chose a shipping method other than the cheapest standard shipping method offered by us, resulting in higher costs, we are not obliged to refund the additional costs arising from this. 

The refund will be issued using the same payment method as the one used for the original transaction, unless the buyer expressly consents to a different refund method, and provided that no additional costs are incurred by the buyer as a result.

In the case of a contract for the sale of goods, we are entitled to withhold the refund until we have received the product back, or until the buyer has provided clear proof of having sent it back, whichever is the earlier date.

Product Condition and Diminished Value

The buyer may inspect the product to the extent necessary to establish its nature, characteristics, and functioning.

The buyer shall be liable for any diminished value of the product resulting from use beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Such diminished value may result, in particular, from the actual use of the product, such as lighting and burning a candle, partial or full use of incense or scented wax, as well as returning the product in an incomplete condition.

The extent of any diminished value will always be determined upon the return of the product, based on its actual condition.

In cases specified by legislation, the consumer does not have the right of withdrawal. This may include, in particular, products made according to the consumer's specifications or explicitly personalized to the consumer.

Exceptions to the right of withdrawal are always applied in accordance with the legislation in force and the provisions of the General Terms and Conditions.

The detailed provisions regarding the exercise of the right of withdrawal, returns, refunds, and exceptions to the right of withdrawal are contained in the General Terms and Conditions (GTC).

This information sheet is an easy-to-understand summary of the relevant provisions of the GTC.
In the event of any discrepancy, the legislation in force at any given time and the provisions of the GTC shall prevail.