Warranty & complaints

Warranty and complaints Pearl Candles are an essential part of our service and way of working. At Pearl Candles, we believe that trust, transparency and proper follow-up are just as important as atmosphere and quality. That is why we clearly explain on this page how our guarantee works, how complaints are handled and what steps you can take if you are dissatisfied with something.

Our guarantee at Pearl Candles

At Pearl Candles, we fully stand behind the quality of our candle sand and accessories. Each product is carefully assembled, checked, and packaged before leaving our warehouse. However, in exceptional cases, something may go wrong during transport or production. In that case, you can count on our guarantee.

The Pearl Candles warranty and complaints policy applies to, among other things:

• Products delivered in a damaged condition
• Incorrect or incomplete delivery
• Manufacturing defects in the product

If you encounter a problem, please contact us as soon as possible. The sooner we are aware of the issue, the more efficiently we can work together to find a solution.

Complaints handling at Pearl Candles

Do you have a complaint about a product, delivery, or communication? You can count on a prompt and personal response. Warranty and complaints Pearl Candles are never seen as a burden, but as an opportunity to further improve our service.

Our complaints procedure is transparent and straightforward:

1. Please contact us via the contact page.
2. Clearly state your order number and a description of the problem.
3. If necessary, add photographs for clarification.

We strive to resolve every complaint within 48 hours respond substantively. In many cases, we can immediately offer a suitable solution, such as a replacement, refund or alternative arrangement.

Why transparency is important

A clear approach to guarantees and complaints builds trust. At Pearl Candles, we want our customers to order with confidence and know exactly where they stand. By communicating clearly about our working methods, we avoid misunderstandings and build long-term customer relationships.

The Pearl Candles warranty and complaints page is therefore intended to provide complete clarity, both before and after purchase. If you have any questions or concerns, we encourage you to contact us.

Contact us

Do you have any questions about Pearl Candles' warranty and complaints, your order, or our products? Please feel free to contact us. We are happy to assist you and will ensure that your query is handled correctly, fairly, and transparently.

Dispute mediation via WebwinkelKeur

When the customer and Pearl Candles are unable to resolve a complaint together, it is possible to report the dispute to Webshop Trustmark. In that case, WebwinkelKeur will act as independent mediator between both parties, with the aim of reaching a suitable solution.

A dispute can easily be submitted via WebwinkelKeur's official knowledge base for consumers: https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil

We recommend that you always contact us directly first. In most cases, we can work together to find a solution. If this is not possible, WebwinkelKeur offers a reliable and transparent next step.