Refund policy

Every Mast Mahek candle is hand-poured, inspected, and carefully packaged before it leaves our studio. Here's how we handle the rare situations where something goes wrong.

Cancellations

We do not accept cancellations once an order has been placed. Because our candles are made in small batches and orders go into processing quickly, we are unable to cancel or modify orders after payment is confirmed. Please review your order carefully before placing it.

Returns

We do not accept returns. Our candles are handcrafted consumable products and cannot be resold once they leave our studio. However, we stand firmly behind the quality of every candle we make.

When we will replace or refund

We will offer a free replacement or full refund if:

  • Your candle arrives visibly damaged due to shipping
  • You received the wrong item
  • An item was missing from your order
  • There is a genuine manufacturing defect affecting the burn

What we do not cover

  • Change of mind or wrong selection at checkout
  • Minor variations in colour, texture, or finish — these are normal in handcrafted products
  • Damage caused by improper use or storage

How to claim

  1. Email hellomastmahek.com within 48 hours of delivery
  2. Subject line: "Order issue — [your order number]"
  3. Attach clear photos of the damaged or incorrect item
  4. We respond within 2 business days

Claims raised after 48 hours of delivery may not be eligible. Please inspect your order as soon as it arrives.

Refund timeline

Approved refunds are processed within 5–7 business days to your original payment method. Allow 2–3 additional days for your bank to reflect it.