Returns and Complaints

I want your shopping experience at Nuvia Soy to be pure pleasure, and for every candle to meet your expectations. However, if the need arises, I resolve returns and complaints as simply and efficiently as possible.

1. Returns

By law, you have 14 calendar days to withdraw from the contract without giving a reason, starting from the moment you receive the shipment.

Return conditions: The returned product must be completely unused, show no signs of burning or testing, and be in its original, undamaged packaging.
How to send a return: The easiest and quickest way to do this is through the dedicated returns system. Simply use the link below: Report a return
Refund: The refund will be processed within 14 days of receiving the returned goods.
Costs: In this case, the cost of sending back the return shipment is borne by the buyer.

2. Complaints

I pack each candle with great care and secure it for transit, but unforeseen situations can occur during shipping.

Reporting: If the candle arrived damaged or you notice a defect, please write to me directly at: kontakt@nuviasoy.pl.
What to include: Please attach photos of the damaged product (and photos of the carton if there was visible damage from the outside) – this will facilitate reporting the damage to the courier.
Processing: I handle each complaint individually, ensuring a quick and stress-free resolution (by offering a replacement product or a refund).