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REFUND & RETURN POLICY
At House of Duchess Lily, each piece is carefully handmade and prepared in small batches. Due to the nature of our products, all sales are final, except when an item arrives damaged, defective, or incorrect.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery. Please include your order number and clear photographs of the item, its packaging, and the shipping box.
Once reviewed, we will determine the appropriate resolution, which may include a replacement or refund where applicable.
Please keep the product and all original packaging until your claim has been resolved.
Handmade Variations
Our products are handmade, which means slight variations in colour, texture, finish, placement, shape, or appearance may naturally occur from one piece to another. These variations are part of the handmade nature of our creations and are not considered defects.
Fragrance Preferences
Fragrance is subjective. We cannot offer refunds or exchanges based solely on personal scent preference once an order has been fulfilled.
Products that have been burned, melted, used, altered, or damaged after delivery are not eligible for return or refund, except where required by applicable law.
SHIPPING POLICY
Processing Times
Orders are handmade and carefully prepared before shipment. Processing times displayed at checkout or on the product page are separate from the carrier's estimated delivery time. During launches, holidays, high-volume periods, or for made-to-order products, processing may take longer.
Shipping Rates
Shipping rates may vary depending on the destination, package weight, dimensions, shipping method, and carrier rates.
The applicable shipping charge will be displayed at checkout whenever available.
Delivery Times
Estimated delivery dates are provided as a guideline and are not guaranteed, unless a guaranteed shipping service is specifically stated.
Once a package has been transferred to the shipping carrier, delivery may be affected by weather, holidays, customs, carrier disruptions, or other circumstances outside our reasonable control.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
Please review your information carefully before placing your order. Additional shipping charges resulting from an incorrect or incomplete address, an unclaimed package, or a package returned to sender may be the customer's responsibility where permitted by law.
International Orders
International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
Unless otherwise stated at checkout, these charges are not included in the product or shipping price and are the responsibility of the recipient.
TERMS & CONDITIONS
By purchasing from House of Duchess Lily, you agree to use our products responsibly and according to the safety and care instructions provided with your order.
Candle & Wax Melt Safety
Never leave a burning candle unattended.
Keep candles and wax warmers away from children, pets, drafts, flammable materials, and heat-sensitive surfaces. Always place candles on a stable, heat-resistant surface and follow the care and safety instructions provided.
Wax melts must only be used with an appropriate wax warmer according to its manufacturer's instructions.
House of Duchess Lily cannot be held responsible for damage or injury resulting from misuse, failure to follow safety instructions, or use of a product for a purpose for which it was not intended, to the extent permitted by applicable law.
Handmade Products
Because our products are handcrafted, minor variations and natural imperfections may occur. Product photographs are intended to represent our creations as accurately as possible; however, colours and appearance may vary slightly depending on lighting, screen settings, materials, and the handmade production process.
Decorative & Reusable Pieces
Any trays, vessels, or decorative accessories included in our collections should only be used for their intended purpose and according to the care instructions provided.
Unless specifically identified as food-safe, our decorative handmade pieces should not be used for serving or storing food or beverages.
Prices & Product Availability
Prices, product descriptions, availability, promotions, and shipping rates may change without notice.
We reserve the right to correct genuine pricing, description, inventory, or technical errors and, where legally permitted, to cancel and refund an affected order.
Intellectual Property
All original photographs, product concepts, branding, written content, graphics, packaging designs, and other creative materials belonging to House of Duchess Lily may not be copied, reproduced, distributed, or used commercially without prior written permission.
Limitation of Liability
To the fullest extent permitted by applicable law, House of Duchess Lily is not responsible for indirect or consequential loss resulting from improper use, storage, handling, or failure to follow the instructions supplied with our products. Nothing in these policies is intended to exclude, restrict, or replace any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
Governing Law
These terms are governed by the applicable laws of Québec, Canada, as well as any applicable federal laws of Canada.
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