Service Policy
Last updated: February 22, 2026
1. Service Overview
At Candelviro, we are committed to providing exceptional service for all your luxury candle needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.
2. Customer Support Services
2.1 Contact Methods
- Email: ask@candelviro.com
- Phone: +1 (301) 925-3392
- Address: 6914 Drylog St, Capitol Heights, MD 20743, United States
2.2 Support Hours
Our customer support team is available:
- Monday to Friday: 9:00 AM - 6:00 PM EST
- Saturday: 10:00 AM - 4:00 PM EST
- Sunday: Closed
3. Candle Care Services
3.1 Available Services
- Candle wick replacement
- Container cleaning and restoration
- Wax refilling
- Fragrance consultation
- Custom scent blending
- Label restoration
3.2 Service Timeframes
Standard service times:
- Assessment: 1-2 business days
- Minor services: 3-5 business days
- Major restoration: 7-14 business days
- Custom fragrance creation: 14-21 business days
4. Warranty Services
4.1 Standard Warranty
All new candles purchased from Candelviro include:
- 30-day satisfaction guarantee
- 90-day warranty against manufacturing defects
- Free replacement for damaged items (reported within 7 days of delivery)
4.2 Extended Warranty
Optional extended warranty services include:
- 12-month extended protection
- Priority service handling
- Free container replacement
- Discount on future services
5. Custom Services
5.1 Customization Options
- Custom fragrance blending
- Personalized container design
- Custom packaging solutions
- Event-specific scent creation
- Corporate gifting services
5.2 Consultation Services
- Fragrance profiling
- Scent matching
- Home fragrance consultation
- Corporate scenting programs
6. Service Pricing
6.1 Assessment Fees
- Basic assessment: Free
- Detailed consultation: $25
- Expert fragrance profiling: $50
6.2 Service Costs
- Minor services: $20-40
- Major restoration: $50-120
- Custom work: Quoted per project
7. Quality Assurance
Our commitment to quality includes:
- Professional assessment of all services
- Quality testing before delivery
- Photographic documentation of restoration work
- Satisfaction guarantee on all services
- Follow-up quality checks
8. Service Requests
8.1 How to Request Service
- Contact our support team via phone or email
- Describe the service needed
- Receive a preliminary assessment
- Schedule service appointment if needed
- Approve service quote
8.2 Required Information
- Candle name and collection
- Purchase date and location
- Detailed description of issues
- Photos of damaged items
- Preferred service timeline
9. Service Guarantees
We stand behind our services with:
- 30-day warranty on services
- Satisfaction guarantee
- Price match on comparable services
- Professional workmanship
- Premium materials
10. Updates to Service Policy
Candelviro reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.
For questions about our Service Policy, please contact our customer support team.