Refund policy

We want you to be satisfied with your purchase from Domivirgo. If you are not happy with your order, you may request a return within 30 days of the delivery date, subject to the conditions outlined below.

Return Eligibility:

  • Items must be unused, unopened (for candles), and in their original packaging.
  • Items must be in the same condition as when they were received.
  • A valid order number is required.
  • Opened or used scented candles are not eligible for return due to hygiene and safety considerations.
  • Empty candle tins that have been used or damaged by the customer are not eligible for return.

How to Initiate a Return:

Please email service@domivirgo.shop with the following information:

  • Your full name and order number.
  • The item(s) you wish to return.
  • The reason for the return.

After reviewing and approving your request, we will provide instructions for returning the item. Please do not send items back before receiving authorization, as unauthorized returns may not be processed.

Return Shipping: Customers are responsible for return shipping costs unless an item arrives damaged, defective, or incorrect. In these cases, Domivirgo will cover the return shipping cost or provide a prepaid return label.

Refund Process:

  • Returned items will be inspected after they are received.
  • Approved refunds will be issued to the original payment method used for the purchase.
  • Original shipping fees are non-refundable unless the return results from an error on our part.
  • You will receive an email confirmation once your refund has been issued.

Refund Processing Time: After we receive and inspect your returned item, we will process the approved refund within 5–10 business days. Once the refund has been issued, the time it takes for the funds to appear in your account depends on your payment provider or financial institution. Please allow additional time for your payment provider to complete the transaction.

Damaged, Defective, or Incorrect Items: If you receive an item that is damaged, defective, or incorrect, please contact us at service@domivirgo.shop within 7 days of delivery and include clear photos showing the issue. We will review the information and arrange an appropriate resolution, such as a refund, at no additional cost to you.

Exchanges: Domivirgo does not offer exchanges. If you wish to obtain a different item, you may return your original purchase if it meets the return eligibility requirements and place a separate order.

If you have any questions about returns or refunds, please contact us at service@domivirgo.shop.

Company Address:
Shenzhen DomiVirgo Technology Co., Ltd.
Rm. 311, Bldg. D, Erti Industrial Park, No. 18 Baole 2nd St.,
Haile Community, Xinan St., Baoan District,
Shenzhen, Guangdong, China 518101