Refund policy
Last updated 24 March 2025
Our return window
You may return an unused Lorqesia candle within 30 days of the day it was delivered. The candle must be unlit, in its original stoneware vessel, with the lid, and in a condition we could sell again. A candle that has been burned, even briefly, cannot be returned.
How to start a return
Email info@lorqesia.com with your order number and which scent you are sending back. We will reply within one business day with the return address and instructions. Please do not post anything back before you have that address, as parcels sent to our registered office are not accepted.
Who pays for return postage
If you changed your mind, you pay the return postage. If the candle arrived damaged, was the wrong scent, or was faulty, we pay it and we will send you a prepaid label or refund the postage you paid.
Damage in transit
Stoneware travels well but not perfectly. If your vessel arrives cracked or broken, send a photograph to info@lorqesia.com within 14 days of delivery. We will send a replacement at no cost. Do not post broken pieces back to us.
Refunds
Once your return reaches us we inspect it and email you the outcome the same day. Approved refunds go back to the original payment method within five business days. Your bank may take a further few days to show it. Original shipping charges are refunded only where the return was our fault.
Exchanges
The fastest way to swap a scent is to return the unused candle for a refund and place a new order. If you would rather we handled it as a straight exchange, say so in your email and we will arrange it.
Items that cannot be returned
- Candles that have been lit or burned.
- Candles returned more than 30 days after delivery.
- Candles returned without the vessel or the lid.
Cancellations
If your order has not yet been handed to the carrier we can cancel it in full. Email us as soon as possible with your order number.
Your statutory rights
Nothing in this policy limits any rights you have under the consumer law that applies where you live.
Contact
Lorqesia is a trading name of Hong Kong Witzvah Technology Co., Limited. All returns correspondence goes to info@lorqesia.com.