Returns & Refunds Policy

Last updated: September 10, 2026

We want every Mosswhisper purchase to bring a considered sense of warmth to your space. This policy explains when a return can be requested and how approved refunds are handled.

Return Window

Eligible products may be requested for return within 30 days of delivery. A return must be authorized before it is shipped back.

Return Eligibility

To qualify, the product must be:
Unused, unlit, unmelted, and in the condition received.
Free from soot, wax residue, fragrance contamination, scratches, chips, cracks, stains, or other signs of use.
Complete with the original vessel, lid, packaging, labels, seals, inserts, care card, and accessories where applicable.
Accompanied by proof of purchase, such as an order number or receipt.

Nonreturnable Items

Candles or related products that have been lit, burned, melted, warmed, modified, or damaged after delivery.
Final-sale items, gift cards, free promotional items, and personalized products.
Opened wax melts, fragrance samples, consumable accessories, or other hygiene-sensitive products where applicable.
Products missing the original vessel, lid, packaging, labels, inserts, or accessories.
Damage caused by misuse, unsafe burning, overheating, failure to follow the safety label, or normal consumption and wear.

Damaged Defective or Incorrect Orders

Contact service@mosswhisper.com within 7 days of delivery. Include your order number, a description of the problem, and clear photos or video showing the item, outer package, internal packaging, and shipping label.

After review, we may offer a replacement product or refund as appropriate. Do not discard the item or packaging before receiving instructions.

How to Request a Return

Email service@mosswhisper.com with your order number and reason for return.
Wait for authorization and return instructions.
Pack the complete product securely using the original packaging where possible.
Use a trackable shipping service and keep the shipping receipt.

Returns sent without authorization, sent to an incorrect address, or sent cash on delivery may be refused.

Return Shipping

Customers are responsible for return shipping costs unless the return results from our verified error, such as an incorrect or defective item.

Original shipping charges are nonrefundable except where required by law or where the return is caused by our error.

Inspection and Refunds

We will inspect an authorized return after it arrives. If approved, the refund is issued to the original payment method.

Please allow 5–10 business days after issuance for the payment provider to post the funds.

If a returned product does not meet this policy, the refund may be reduced or declined where permitted by law. We will notify you of the decision.

Exchanges

We do not currently offer direct exchanges. To obtain a different item, return the eligible product for a refund and place a new order.

Late or Missing Refunds

If the expected posting period has passed, check the original payment account and contact the card issuer, bank, or payment provider.

If the provider cannot locate the refund, email us with the order number so we can confirm the date and method of issuance.

Order Cancellations

We begin processing orders quickly. Send a cancellation request to service@mosswhisper.com within 24 hours of purchase.

Requests are not guaranteed. If an order has already been fulfilled or shipped, it cannot be canceled and must follow the standard return process after delivery.

Packaging and Product Condition

Candles often include a fitted lid, protective insert, care card, and presentation packaging. Keep every component until you have inspected the vessel and confirmed that the fragrance and product are correct.

A lit candle, melted wax, missing components, or packaging damage caused after delivery can affect return eligibility or the amount refunded where permitted by law.

Consumer Rights

Nothing in this policy limits rights that cannot be excluded under applicable consumer law. Market-specific rights, including statutory cooling-off periods, apply where required.

Return Address

WANG KWONG HK TRADING LIMITED

Address：

FLAT/RM C 16/F
SKYLINE TOWER
18 TONG MI ROAD
MONGKOK KL, HK

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