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WindowCandles Policy Document
Website Legal Statements
Product and Company
We are so confident in the quality of our products that we offer a limited lifetime warranty on all originally purchased WindowCandles products. This warranty covers defects in materials and workmanship.
What is covered?
- The candle itself
- The wire
- The transformer
- The mounting hardware
What is not covered?
- Damage caused by acts of God, such as fire, flood, or earthquake
- Damage caused by power surges
- Damage caused by the user, such as dropping the candle or breaking the prongs
- Damage caused by lightning
How to get a warranty claim?
To make a warranty claim, please contact us at firstname.lastname@example.org or call us at 410-734-4280. We will need to verify your purchase and the nature of the defect. Once we have verified your claim, we will send you a replacement product or refund your purchase price.
Thank you for choosing WindowCandles!
Candle Repair Policy
We offer a limited lifetime warranty on all of our candles. This means that if your candle becomes damaged, we will repair it for free, no matter how old it is. However, there are a few requirements that must be met in order to qualify for a free repair:
- The candle must not be damaged in any way cosmetically.
- The metal prongs on the bottom of the candle must be in perfect condition.
- The candle must be returned to us within 30 days of the purchase date.
If you do not meet all of these requirements, we will charge you $15.95 to repair your candle. The $15.95 fee includes the cost of shipping the candle back to you. You will need to pay for “to” shipping, and our address will be provided upon purchase of the repair.
You still must meet the below requirements:
The candle must not be damaged in any way cosmetically.
The metal prongs on the bottom of the candle must be in perfect condition.
To request a candle repair, please see the "Candles" page on our site under WindowCandlesTM System, where it can be purchased online.
If you select the option for $0.00 when requesting a candle repair, we will assume that your candle was defective upon purchase. If it is later determined that your candle was not defective upon purchase, we will charge you $15.95 for the repair.
We appreciate your understanding.
Review System Policies
We appreciate all reviews, and we offer a small reward to our customers who leave a 5-star review. However, we do not tolerate profanity or other inappropriate content in our reviews. If you leave a review that includes profanity or other inappropriate content, we will hide your review and revoke your reward code. You may also be banned from shopping with us altogether.
We want to create a positive and welcoming environment for our customers, and we believe that profanity and other inappropriate content does not contribute to that environment. We appreciate your understanding and cooperation.
Here are some examples of inappropriate content that will not be tolerated in reviews:
- Malicious content
If you see a review that you believe violates our policy, please report it to us. We will review the feedback/review and take appropriate action.
Thank you for your help in creating a positive and welcoming environment for our customers.
Over the Phone Ordering
Phone Ordering Policy
We are transitioning to an online-only ordering system for retail customers. As a result, we are implementing the following changes to our phone ordering policy:
- Phone orders will no longer be eligible for online discounts.
- There will be a minimum shipping fee of $7.50 for all phone orders.
We apologize for any inconvenience this may cause. We appreciate your understanding as we make this transition.
If you have any questions, please contact us.
Not all WindowCandles products are compatible with each other. We clearly display this information 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. Please contact us if you want to make sure the wax sleeves work with a particular base. If you order a wax sleeve and it does not work with your base, you may be eligible for a free return.
- Bulbs: Absolutely no other bulb will work properly with the Window Candle stick. The candle is designed to detect a foreign bulb and stop producing light to prevent fires and/or damage to the candle stick. By using any other bulb except for our exclusive WindowCandles product line of 12-volt 2 watt incandescent or LED bulbs, you are violating your limited lifetime warranty and will not be compensated for damage or destruction caused to your candlestick by using incorrect bulbs. You will also be ineligible for candle repairs entirely.
- Wire: By using any other wire other than the official WindowCandles yellow wire, you are violating your warranty and will not be compensated for damage or destruction caused to your system by using incorrect wire.
- Transformer: By using any other transformer other than the official WindowCandles transformers WC50VA, WC4Z (old), WC4Z (new), WC8Z (discontinued), or WC9Z, you are violating your warranty and will not be compensated for damage or destruction caused to your system by using incorrect transformers.
- Mounting hardware: By using any other type of mounting hardware other than the official WindowCandles mounting hardware, you are violating your warranty and will not be compensated for damage or destruction caused to your system by using incorrect hardware.
If you have any questions about compatibility, please contact us.
We offer a variety of shipping options to meet your needs.
- Standard Shipping: This is our most affordable shipping option. It typically takes 5-7 business days for orders to arrive. You may select from First Class Package, Priority Mail, or UPS Ground. We do not offer Parcel Select.
- Expedited Shipping: This option is for orders that need to arrive within 3 days or less. It is only available for UPS 2nd Day Air and Next Day Air.
We want you to be completely satisfied with your purchase. If you are not satisfied with your purchase, you can return it to us for a full refund.
- To return an item, please contact us within 30 days of receiving your order.
- Please include the original order number and the reason for your return.
- We will refund your payment for the products only. Shipping and handling will not be refunded.
- Please return authorized orders in its original form and packaging.
- We must receive the return within 30 days from the day the return authorization was issued.
- We reserve the right to reject any returns and exchanges that do not meet these conditions.
Note that refunds can take 14-45 days to fully process and reflect on your credit card statement. Damaged packaging incurs a $0.50 fee per package damaged. If a package is damaged, receipts with images will be provided to the customer. There is not a restocking fee. Any "to" shipping cannot be refunded.
We ship internationally to 1 country excluding the United States of America. Shipping rates vary depending on the destination country.
- To calculate shipping rates, please add the items you want to purchase to your cart and proceed to checkout.
- Once you have entered your shipping address, you will see the shipping rates for your order.
- Please note that shipping rates may change depending on the weight and size of your order.
We hope this information is helpful. If you have any questions, please do not hesitate to contact us.
The purpose of this policy is to protect our customers and employees from abusive, threatening, or discriminatory behavior. We expect our customers to behave in a respectful and professional manner at all times. Any customer who engages in such behavior will be banned from our store.
Behaviors That Will Result in Blacklisting
The following behaviors will result in blacklisting:
- Using profane language
- Making false or defamatory statements
- Threatening or harassing employees or other customers
- Engaging in discriminatory or offensive behavior
- Failing to return samples within 28-60 days using the provided return label
- Filing a credit card claim for items that were received in good condition
Consequences of Blacklisting
Customers who are blacklisted will be prohibited from making any future purchases from our store. They may also be subject to legal action.
Customers who have been blacklisted may appeal the decision to the customer service department. The customer service department will review the case and make a decision on whether or not to lift the blacklist.
We appreciate your cooperation in maintaining a respectful and professional environment for all of our customers.
We want to make sure that you are satisfied with your purchase. If you have a complaint regarding the Site or the Marketplace Offerings, please contact us at:
- Email: email@example.com
- Phone: 410-734-4280
- Mail: WindowCandles, LLC
- Address: 3401 Old Level Road
- City: Havre de Grace
- State: MD
- Zip Code: 21078
We will investigate your complaint and take appropriate action. We appreciate your cooperation in resolving any issues you may have.
Here are some additional information regarding the complaint policy:
- We will respond to your complaint within 10 business days.
- We will keep your complaint confidential.
- We may ask you 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.
We appreciate your feedback and we are committed to providing you with a positive shopping experience.
Authorized Installer Demotion Policy
Authorized installers who do not place an order for WindowCandles within the specified time period will be demoted to the next lower pricing tier.
Dealer, Wholesaler, and Distributor Pricing
- Dealers, wholesalers, and distributors who do not place an order within three years will be demoted to Preferred Contractor pricing.
- Contractors who do not place an order within two years will be demoted to Retail pricing.
Authorized installers who are demoted can reinstate their previous pricing tier by placing an order within the specified time period. The order must be for a new installation.