🕯️ Return & Refund Policy
(as of October 2025)
1. General Information
My products are handmade with the greatest care.
As most products in my shop are individually made and partly personalized items, please understand that returns or exchanges after receipt are generally excluded for these products. For non-personalized products, the statutory right of withdrawal of 14 days from receipt of the goods applies. Please note that withdrawal is only possible for items that are unused and in perfect condition. This policy applies to all purchases made via the Emmys Kerzen online shop.
2. Cancellation of Orders
For personalized or custom-made candles (e.g. with names, special colors, motifs, or texts), cancellation or modification of the order is only possible within 24 hours after order completion, provided that production has not yet started.
Once production has begun or the goods have been shipped, the order can no longer be canceled or modified.
Shipment of the goods will only take place after full payment has been received.
If no payment is received within 7 days, we reserve the right to cancel the order.
For non-personalized standard products, the statutory right of withdrawal of 14 days from receipt of the goods applies. In this case, the purchase contract may be withdrawn from within this period without stating any reasons, provided that the goods are returned unused and in perfect condition
If you wish to request a cancellation, please contact us by email at:
shop@emmyskerzen.com
3. No Right of Return for Handmade and Personalized Products
As all my candles are handmade and often produced to order, special regulations apply with regard to the right of withdrawal. For individually made or personalized products (e.g. candles with names, specific texts, or designs), there is no right of withdrawal pursuant to Section 18 (1) No. 3 of the Austrian Distance and Off-Premises Contracts Act (FAGG). This means that such candles cannot be returned or exchanged after receipt.
Please note that non-personalized standard products (e.g. regular scented candles without special customization) are subject to the statutory 14-day right of withdrawal. Further information can be found in my Terms and Conditions.
4. Damaged or Defective Items
I want to ensure that you are satisfied with your order. If your item arrives damaged or defective, please contact me within 7 days of receiving your delivery at shop@emmyskerzen.com.
Please note that even after this period, you are still entitled to the statutory warranty of 2 years; however, I offer you the opportunity to resolve issues quickly and easily.
Please include the following information in your email:
Order number
Description of the damage
A photo of the damaged item
After reviewing your request, I will offer you, depending on the situation, a replacement, a store credit, or a refund. If an exchange of the product is required, we may ask you to return the damaged product so that we can provide a solution as quickly as possible.
5. Refunds
If your refund is approved, the reimbursement will be made within 14 days after receipt of the returned goods or after proof of return shipment has been provided, whichever occurs first. Refunds will be issued using the original payment method.
Please note that we can only issue a refund if the item is returned unused and undamaged, or—in the case of defective or damaged items—if the defect has been proven. If return shipping costs apply (in the case of withdrawal), these are generally borne by the buyer unless the item is defective or damaged.
Contact
Emmys Kerzen
Owner: Alexandra Huber
Address: 2511 Pfaffstätten, Lower Austria
shop@emmyskerzen.com