Términos del servicio
OVERVIEW
This website is operated by Anaïs Candle. Throughout the site, the terms “we”, “us” and “our” refer to Anaïs Candle. Anaïs Candle offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.
Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services, and you must cease use and access of this website immediately. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.
By visiting our site and/or purchasing anything from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users and accessors of the site, including without limitation users who are service providers, web crawlers, bots, browsers, vendors, customers, merchants, and/or contributors of content.
Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.
Good Faith Use and Dispute Resolution
You agree to use this website in good faith and engage in reasonable communication with us before initiating any legal claims. We believe in resolving matters constructively and fairly.
SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
If you are acting on behalf of your client, your employer or another entity, you represent and warrant that you have full authority to bind such client, employer or other entity to the Terms.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You acknowledge and agree that we may, in our sole discretion, without notice to you, suspend or terminate your use of, or access to the Site, for any Services and remove and discard any related materials for any reason, including where we believe that you have violated any of these Terms. You agree that we shall not be liable to you or to any person as a result of any such suspension or termination. If you are unsatisfied with any of these Terms, you agree to discontinue using the Site.
We reserves the right to (a) refuse service to anyone for any reason at any time, (b) suspend or terminate your use of, or access to, the Site or any Services, (c) remove or edit content, or (d) cancel orders at our sole discretion.
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.
SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the product, service, use of the Service, or access to the Service or any contact on the website through which the product and service are provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.
Your continued use of the Service after the amended Terms are posted to the Site constitutes your agreement to, and acceptance of, the amended Terms. If you do not agree to any changes to the Terms, do not continue to use the Service or access the Site.
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In addition to other prohibitions as set forth in the Terms, you are prohibited from using the Site or its content:
a. for any unlawful purpose;
b. to solicit others to perform or participate in any unlawful acts;
c. to violate any international, federal, provincial, or state regulations, rules, laws, or local ordinances;
d. to infringe upon or violate our intellectual property rights or the intellectual property rights of others;
e. to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability;
f. to submit false or misleading information;
g. to upload or transmit Trojan horses, worms, viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet;
h. to collect or track the personal information of others;
i. to spam, phish, pharm, pretext, spider, crawl, or scrape;
j. for any obscene or immoral purpose; or
k. to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet or damage, detrimentally interfere with, surreptitiously intercept or expropriate any systems, data personal information or property. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
l. Prohibited Use of Content with Artificial Intelligence Tools:
All content available on this website—including, without limitation, photographs, videos, artwork, text, metadata, HTML/CSS code, audio, illustrations, graphics, logos, and any other material (collectively, “Content”)—is the property of [Your Company Name] or its licensors, and is protected by applicable intellectual property laws.
You are strictly prohibited from:
1. Using, uploading, scraping, or incorporating any Content from this website into any artificial intelligence (AI) or machine learning (ML) system or service, including but not limited to: AI models for training, fine-tuning, or benchmarking, Generative AI platforms (e.g., ChatGPT, Midjourney, Stable Diffusion, DALL·E, etc.), Automated image recognition, captioning, or summarization services, Data mining or automated dataset creation.2. Reproducing, storing, or transmitting Content through any AI-driven software or pipeline, whether for commercial, academic, research, or personal use, without prior express written permission from us.
3. Using AI tools to generate derivative works or outputs based on Content from this website.
This restriction applies to all uses of content as governed by applicable intellectual property laws. Unauthorized scraping or reproduction of content for AI training, dataset generation, or automated processing is strictly prohibited. Circumvention of this restriction through anonymization, proxies, scraping tools, bots, or third-party intermediaries is likewise prohibited, except where expressly permitted under applicable fair use or research exemptions.
Enforcement and Remedies. Any violations of this clause may be considered a material breach of these Terms. We reserve the right to take legal or equitable action, including but not limited to terminating access to the website, issuing DMCA takedown notices, or pursuing injunctive relief or monetary damages where permitted by law.
We reserve the right to audit usage and investigate suspected misuse of our Content by AI systems, with or without prior notice.
SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if the information made available on this site is not accurate, complete, or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete, or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension, or discontinuance of the Service.
Certain products or services may be available exclusively online through the Site. These products or services may have limited quantities and are subject to refund or exchange only according to our Refund and/or Return & Cancellation Policy.
We reserves the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserves the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserves the right to discontinue any product at any time. Any offer for any product or Service made on the Site is void where prohibited.
We does not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.
SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or services may be available exclusively online through the website. These products or services may have limited quantities and are subject to return or exchange only according to our Return Policy.
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right but are not obligated, to limit the sales of our products or Services to any person, geographic region, or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.
We do not warrant that the quality of any products, scents, fragrances, services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected. By using or purchasing candles from "https://anaiscandle.com", you agree to keep candles – whether lit or unlit – away from windy or drafty areas, away from flammable objects such as but not limited to curtains, drapery, dried flowers or plants. Furthermore, you agree to keep candles away from infants, small children, and animals, and light candles only when the candle's wick has more than 3/4" length remaining, and when the candle is positioned in a stable and intended upright position with the wick pointed upwards.
SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.
You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store/website. You agree to promptly update your account and other information, including your email address, credit card numbers, and expiration dates, so that we and/or the secure payment processors utilized, can complete your transactions and contact you as needed.
For more details, please review our Returns and Refund Policy.
SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control or input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations, or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.
SECTION 8 - THIRD-PARTY LINKS
Certain content, products, and services available via our Service may include materials from third parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.
SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene, or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality, or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive, or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.
SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy.
SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times, and availability. We reserve the right to correct any errors, inaccuracies, or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend, or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website should be taken to indicate that all information in the Service or on any related website has been modified or updated.
SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent, or warrant that your use of our service will be uninterrupted, timely, secure, or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties, or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Anaïs Candle, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.
SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend, and hold harmless Anaïs Candle and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.
SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.
SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment, you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).
SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or with respect to The Service constitute the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications, and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.
SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the United States.
Accessibility Notice:
We aim to support accessible access to our website, and we welcome feedback to improve user experience. Please refer to our Accessibility Statement for additional information and contact options.
SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time on this page. We reserve the right, at our sole discretion, to update, change, or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
SECTION 20 - MESSAGING TERMS & CONDITIONS
Last updated: Oct. 31, 2024
The Anais mobile message service (the "Service") is operated by Anais Candle (“Anais”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
1. Messaging Consent
By enrolling in the Service, you expressly consent to receive recurring automated text messages from or on behalf of Anaïs Candle at the mobile telephone number you provide. These messages may include:
• Transactional content, including but not limited to order confirmations, shipping updates, and account alerts;
• Promotional content, including special offers, product launches, abandoned cart reminders, and marketing messages.
Messages may be transmitted via automatic telephone dialing systems, AI-driven technologies, or other automated methods.
Consent to receive text messages is not required as a condition of purchasing goods or services. Your participation is voluntary and may be revoked as described herein.
You further agree that by providing your mobile number, even if your number appears on a state or federal Do Not Call registry, you expressly authorize Anaïs Candle to send you text messages under these Mobile Terms.
2. Message Frequency and Charges
Message frequency may vary depending on your interactions with Anaïs Candle and your expressed preferences.
Anaïs Candle does not impose any direct charges for participation in the Service; however, message and data rates may apply as determined by your mobile service provider. You are solely responsible for any and all such charges and fees.
Please consult your wireless provider to confirm applicable messaging rates and terms.
3. Short Code and Telephone Number Management
Text messages may originate from +1 (877) 460-7291 or +1 (833) 509-1747 or other short codes or numbers designated by Anaïs Candle. We reserve the right to change the origin number or short code used for message delivery at any time.
You acknowledge and agree that text messages, including opt-out or support requests (e.g., STOP or HELP), sent to deactivated or outdated numbers may not be received, and Anaïs Candle shall not be liable for honoring any such messages.
4. Opt-Out Procedures
You may cancel your participation in the Service at any time by texting the keyword STOP to +1 (877) 460-7291 or +1 (833) 509-1747 or by clicking the unsubscribe link included in any applicable message, where available.
Upon receipt of your opt-out request, you will receive a single confirmation message, after which you will no longer receive additional promotional messages from Anaïs Candle through that messaging program, unless you subsequently re-enroll.
Recognized opt-out keywords include: STOP, END, CANCEL, UNSUBSCRIBE, QUIT, REVOKE, and OPT OUT. Requests containing alternative or misspelled keywords may not be recognized, and Anaïs Candle assumes no responsibility for failure to process such requests.
If you are subscribed to multiple messaging programs offered by Anaïs Candle, you must opt out of each program separately, unless otherwise required by law.
5. Support and Customer Assistance
For support or assistance related to the Service, text HELP to +18774607291 or email customercare@anaiscandle.com.
To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Policy.
6. Privacy and Data Sharing
Anaïs Candle respects your privacy and is committed to protecting your personal information. For details regarding how we collect, use, and share your information, please refer to our Privacy Policy.
We may share your information with trusted third-party service providers, such as Omnisend, for purposes of message delivery, performance analytics, and compliance monitoring.
For more information, please review Omnisend’s Privacy Policy.
7. Carrier Disclaimers
Delivery of messages is subject to effective transmission by your mobile service provider and may be impacted by carrier limitations or technical failures. Neither Anaïs Candle nor any participating wireless carriers shall be liable for any delay, failure, or misdirection in message delivery.
You agree to provide an accurate and current mobile phone number. In the event of a number change, you must re-subscribe using your new number to continue receiving messages.
8. Dispute Resolution and Arbitration Agreement
In order to resolve disputes efficiently and cost-effectively, you and Anaïs Candle agree to resolve any claims arising from or relating to these Mobile Terms or the Service by binding arbitration, rather than in court.
8.1 Scope
This arbitration agreement applies to all claims, whether based on contract, tort, statute, fraud, misrepresentation, or any other legal theory, and whether such claims arise during or after the termination of your use of the Service.
8.2 Waiver of Jury Trial and Class Actions
You and Anaïs Candle expressly waive the right to a jury trial or to participate in a class action or class-wide arbitration. All claims must be brought in your individual capacity, and not as a plaintiff or class member in any purported class or representative proceeding.
8.3 Governing Rules
Arbitration shall be conducted by the American Arbitration Association (AAA) pursuant to the Consumer Arbitration Rules, as modified herein and governed by the Federal Arbitration Act (FAA).
8.4 Exceptions
This agreement does not preclude you or Anaïs Candle from seeking relief in:
• Small claims court;
• Governmental or regulatory enforcement agencies;
• Courts of competent jurisdiction for injunctive or equitable relief; or
• Legal proceedings concerning intellectual property rights.
8.5 Notice Requirements
Before initiating arbitration, the initiating party must first provide the other with a written Notice of Dispute that includes:
• The full name and contact information of the complaining party;
• A description of the nature and basis of the dispute or claim;
• The specific relief sought.
Such notice shall be emailed to: privacypolicytos@anaiscandle.com
Both parties shall engage in good-faith efforts to resolve the dispute informally for a period of thirty (30) days following receipt of the Notice. If no resolution is reached, either party may proceed to initiate arbitration.
8.6 Arbitration Format and Fees
For claims involving amounts less than $15,000, the arbitration may be conducted:
• Solely on written submissions;
• Via a telephonic hearing;
• In person, in accordance with AAA rules.
Anaïs Candle may reimburse reasonable arbitration filing fees unless the claim is found to be frivolous. The arbitrator shall issue a reasoned written decision, which shall be final and binding, and kept confidential.
9. Severability
If any provision of these Mobile Terms is determined to be unenforceable, the remainder of the terms shall remain in full force and effect. If the class action waiver is deemed unenforceable as to any particular claim, such claim shall be severed and litigated in court, with the remainder resolved through arbitration.
10. Modification to Arbitration Provisions
Anaïs Candle reserves the right to amend this arbitration agreement, except that any changes shall not apply retroactively to claims of which Anaïs Candle had actual notice prior to the effective date of such amendments. You may reject any changes by providing written notice within thirty (30) days of the change, in which case the existing arbitration terms will remain in effect.
SECTION 21 - CONTACT INFORMATION
Questions about the Terms of Service and Mobile Terms should be directed to: privacypolicytos@anaiscandle.com.
SECTION 22 - DISPUTES, CHARGEBACKS, AND RESOLUTION PROCESS
We are committed to resolving any order-related concerns promptly and fairly. To ensure a smooth resolution process, customers must first contact us and allow our support team reasonable time (typically 3-7 business days) to review and respond to their inquiry before initiating any dispute or chargeback through their payment provider.
All issues regarding damaged, defective, or incorrect items must be submitted to us in writing within seven (7) days of delivery, accompanied by clear photo or video evidence as outlined in this policy. Once a claim is received, we will evaluate and, if eligible, provide a replacement, exchange, or refund in accordance with our store policies.
By completing a purchase, customers agree to cooperate in good faith during this resolution process and to refrain from filing chargebacks or payment disputes until the merchant has had the opportunity to review and resolve the matter. Filing a chargeback or payment dispute before this process is completed constitutes a violation of this policy and of the purchase agreement between the customer and Anaïs Candle.
Chargebacks initiated during an active investigation or resolution process may delay or void eligibility for refunds, replacements, or future claims. Anaïs Candle reserves the right to suspend or restrict customer accounts that engage in premature chargebacks, fraudulent claims, or abuse of the dispute process. We kindly remind all customers that premature chargebacks not only delay resolution but may also result in forfeiture of store credits, loyalty rewards, and future customer support eligibility.
SECTION 23 - ORDER ERRORS, PROMOTIONAL OFFERS AND TECHNICAL ISSUES
1. Promotional Offers & Availability Promotional offers, including free gifts, are provided on a promotional basis, while supplies last, and subject to availability at the time of order. Promotional offers are subject to availability and correction in the event of technical errors.
2. Free Gift Limitation Unless expressly stated otherwise at the time of purchase, promotional offers are limited to one (1) free gift per order.
3. Technical Errors & System Malfunctions Where an order is affected by a technical error, system malfunction, pricing error, promotional error, or unintended website behavior, we reserve the right, prior to dispatch, to correct, modify, or cancel the order in accordance with applicable EU and UK consumer protection laws.
4. Multiple Free Gifts Added in Error If more than one free gift is added to an order due to a technical error, unintended system behavior, misuse of the ordering process, or other malfunction (including actions that result in the circumvention of intended promotional limits), we may remove any excess free gifts so that the order reflects the intended promotion.
5. Method of Correction
To correct such errors, we may, as appropriate:
a. Remove excess promotional or free items (including selection at random where items are identical or of equivalent promotional value), or
b. Cancel the affected order and issue a refund for paid items only. Any correction will be carried out in a reasonable and proportionate manner.
6. Obvious Errors
We are not obliged to fulfill or honor promotions, discounts, or free items that result from obvious or verifiable errors, where a reasonable customer would understand that the offer was unintended.
7. No Monetary Value of Promotional Items
Free gifts and promotional items are provided on a promotional basis only, have no cash or monetary value, and are not eligible for refunds, credits, replacements, or compensation if removed or corrected due to error.