Complaints Procedure

Customer Complaints Procedure

At NUDECANDLECO, we strive to ensure that all our customers are completely satisfied with our products & services. However, if you have experienced any issues with our candles, we want to hear from you so that we can resolve the matter promptly and improve our service & products to our customers. 

HOW TO LODGE A COMPLAINT

Please email us with all the information about your complaint. Please make sure you include your Order Number this is relating to. You can also attach any pictures or other information, relevant to your case. If you brought one of our products from a market or shop we wholesale in, please provide details where you purchased your item from. 

Email: nudecandleco@gmail.com

Once your complaint is received we will acknowledge with a confirmation email within 72 hours that we are reviewing your case. Our team will thoroughly investigate your complaint and aim to resolve your complaint within a maximum of 10 days from acknowledgment.

Depending on the nature of the complaint, our resolution may include:

• Replacement of the product
• A full or partial refund
• An apology and explanation
• A gesture of goodwill

FEEDBACK

We value your feedback. After your complaint has been resolved, we may contact you to ensure that you are satisfied with the outcome and to ask how we can improve our services. 

We regularly review our complaints procedure to ensure it remains effective & efficient. Your feedback is essential to this process.