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Replacement Policy

Thank you for choosing to be part of our community at La Vela Manila® (“La Vela Manila,” “we,” “us,” or “our“). We are committed to serving you the best services.

  1. REPLACEMENT FOR WRONG PRODUCT
    • If we sent you a different product from what you ordered, kindly send us an email along with screenshot attachments of your order receipt and photo of wrong item delivered within 72 hours after receiving it.
    • Upon confirmation of our error, we will be replacing the product(s) within 48-72 hours.
    • Shipping Fee shall be waived for this concern.
  2. REPLACEMENT FOR PRODUCTS BROKEN IN TRANSIT
    • Had you received a broken product upon receiving it, kindly take photos and videos and send us an email with the subject title “BROKEN CANDLE | Order Number” within 24 hours upon receiving it.
    • Upon confirmation that our logistics partner mishandled the delivery, we will be sending you the replacement product(s) within 48-72 hours.
    • Shipping Fee shall be waived for this concern.
  3. REPLACEMENT FOR PRODUCT (CHANGE OF MIND ABOUT THE SCENT)
    • If you receive your ordered product and was not satisfied with the scent profile, you may opt for replacement under the following conditions:
      • Product is unused (must not be lit or used under a warmer).
      • Product is not broken (must be returned the way it was shipped).
      • Product Packaging is intact, but may be unsealed.
    • Replacement Concern must be reported to us within 12 hours upon receiving the item. We have the right to refuse replacement concerns if report is made past the deadline.
    • Shipping fee shall be shouldered by the customer.

We have the right to ask for proof regarding purchase concerns, so kindly take photos, videos, or screenshots if you wish to replace an order. Reports with incomplete details shall be given a lower priority.

If you have any questions or concerns about this replacement policy or our practices with regard to your purchase, please contact us at lavelamanila@gmail.com.