Window Candles Direct, LLC Policy Information

Revised 04/08/2024

We are confident in the quality of our products and offer a limited lifetime warranty on all originally purchased Window Candles products. This warranty covers defects in products. For terms and conditions of the site, please access via the checkout page to read the information that our e-commerce provider may collect and any other applicable details that you, the site user, should be aware of before using the site.

What is covered?

The candle itself, including its assembly hardware, comprising an electronic cylinder housing the proprietary Window Candles equipment. Metal prongs extend from the base of the candlestick to power the mounting clip installed in the window sill. The top of the cylinder provides a low-voltage socket for our special Window Candles bulbs.
- If the candlestick fails to function within ten years from the date of purchase, customers are entitled to a full replacement, with only shipping costs being their responsibility. If the candle ceases to function within six months of purchase, it will be replaced free of charge. However, damage due to customer actions may not qualify for warranty repair or replacement in the following cases:
  - Broken, damaged, misaligned, or destroyed metal prongs.
  - Broken, damaged, misaligned, or destroyed lower proprietary clip-style mold.
  - Discoloration due to exposure without the protection of a wax or plastic sleeve.
  - Scratches, dents, chips, or alterations with ink or other coloring methods.
  - Improper removal of the lower proprietary clip-style mold, resulting in exposure of internal wiring and dislocation of soldering.
  - Any other damages inflicted by the customer that void warranty eligibility.
The wire
- If the wire arrives damaged, ripped, cut, or destroyed (excluding the cardboard housing), it is eligible for a refund or replacement free of charge.
- Incorrect wiring by the customer, installer, or technician nullifies the warranty for the entire system. Ensure that our components are exclusively used within our system.
The mounting hardware
- If the mounting hardware arrives with missing parts, damaged, or destroyed, it will be replaced free of charge.

What is not covered?

Damage caused by acts of God, such as fire, flood, or earthquake.
Damage caused by power surges or lightning.
Damage caused by the user, such as dropping the candle or breaking the metal contact prongs.
Transformers
- Transformers confirmed to be defective before installation are eligible for a replacement. Otherwise, there are no returns on transformers.

How to start a warranty claim?

To make a warranty claim, please contact us at customerservice@windowcandles.com or call us at 877-662-6737. We will need to verify your purchase and the nature of the defect. Once verified, we will send you a replacement product.

Review System Policies

We appreciate all reviews and offer a discount code on your next order over $30.00 to customers who leave a 5-star review. Thank you for helping create a positive and welcoming environment for our customers.

Compatibility Policy

Not all Window Candles products are compatible with each other. This information is clearly displayed throughout our site.

Wax sleeves: Not all wax sleeves are compatible with all bases. No wax sleeves are compatible with square bases or any cap. Contact us to ensure compatibility with your base.
Bulbs: Only our exclusive Window Candles incandescent or LED bulbs are compatible with the candlestick. Using any other bulb voids your limited lifetime warranty and may cause damage or fire.
Wire: Only the official Window Candles yellow wire is compatible. Using any other wire voids your warranty.
Transformer: Only the official Window Candles transformers (WC50VA, WC4Z, WC8Z, WC9Z) are compatible. Using any other transformer voids your warranty.
Mounting hardware: Only official Window Candles mounting hardware is compatible. Using any other hardware voids your warranty.

If you have any questions about compatibility, please contact us.

Shipping Policy

We offer various shipping options to meet your needs. Orders typically arrive within 5-7 business days. In Canada, limited options may vary throughout the year.

Returns Policy

If you are not satisfied with your purchase, you can return it to us for a full refund within 30 days of receiving your order. Please include the original order number and the reason for your return.

Important: We will refund payment for products only; shipping and handling are non-refundable.
Please return authorized orders in their original form and packaging. We must receive the return within 30 days from the day the return authorization was issued. Damaged packaging incurs a $0.50 fee per damaged package. Writing on, ruining, or tearing packaging will incur this fee.
Note that refunds can take 14-45 days to fully process and reflect on your credit card statement.

Restocking Fee

A 15% restocking fee will be applied to all refunded orders. This fee covers processing, handling, and administrative costs associated with the return.

International Shipping

We ship internationally, with rates varying depending on the destination country. To calculate shipping rates, add the items to your cart and proceed to checkout. Shipping rates may change depending on the weight and size of your order.

If you have any questions, please contact us.

Complaint Policy

We want to ensure your satisfaction with your purchase. If you have a complaint, please contact us at:

Email: customerservice@windowcandles.com
Phone: 877-662-6737

We will investigate your complaint and take appropriate action. We appreciate your cooperation in resolving any issues.

We will respond to your complaint within 10 business days.
We will keep your complaint confidential.
We may ask for additional information to investigate your complaint.
We may contact you to follow up on your complaint. If we are unable to resolve your complaint to your satisfaction, you may file a complaint with the Better Business Bureau.

Authorized Installer Demotion Policy

Authorized installers who do not place an order within the specified time period will be demoted to the next lower pricing tier.

Dealer and Wholesaler Pricing

Dealers, wholesalers, and distributors who do not place an order within three years will be demoted to Preferred Contractor pricing.

Important Note

Wax Sleeves are final sale items.
There is a 10% restocking fee on all items returned.
By providing your phone number to Window Candles Direct, LLC, you agree that we may send you text messages. Message and data rates may apply. Message frequency will vary. Reply STOP to opt-out of future messaging or HELP for more information. Please refer to our Privacy Policies for more information about how we manage your data.

Return Instructions

Dear Valued Customer,

Thank you for your recent purchase from Window Candles Direct, LLC. We want you to be completely satisfied with your purchase. If you need to return an item, please follow the instructions below:

Returns Policy

If you are not satisfied with your purchase, you can return it to us for a full refund within 30 days of receiving your order