Last updated: September 14, 2026
We want you to be happy with your Primesrvanta order. If something is not right, we are here to help. This policy explains when and how you can return an item and receive a refund.
Return window
You may request a return within 30 days of delivery. After 30 days we are unable to offer a refund or exchange, except where required by law.
Condition of items
For hygiene and safety reasons, returned items must be unused and unopened, in their original condition and packaging. This means candles that have not been lit, and diffusers, room sprays, and sachets that are unopened with any seal intact. Items that have been used, burned, opened, or altered cannot be returned unless they arrived damaged or defective.
How to start a return
- Email us at support@primesrvanta.store within the 30-day window.
- Include your order number, the item(s) you wish to return, and the reason for the return.
- We will reply with return instructions and, where applicable, a return authorization. Please wait for these instructions before sending anything back, so your return can be received and processed correctly.
Return shipping costs are the customer’s responsibility unless the item arrived damaged, defective, or was sent in error. We recommend using a tracked shipping method, as we cannot process a refund for a return we do not receive.
Refunds
Once we receive your return, we will inspect the item and let you know whether your refund is approved. If approved, your refund is issued to your original payment method. Please allow up to 5 to 10 business days after approval for the refund to appear, depending on your bank or card issuer. Original shipping charges are non-refundable unless the return is due to our error or a damaged or defective item.
Damaged or defective items
If your order arrives damaged, or an item is defective, contact us at support@primesrvanta.store within 7 days of delivery. Include your order number and photos of the item and packaging. We will arrange a replacement or a full refund, including any shipping you paid, at no cost to you. Please keep the original packaging until your claim is resolved.
Exchanges
The fastest way to get a different item is to return the eligible original for a refund and place a new order. If you would like help choosing a replacement scent or set, email us and we are glad to advise.
Non-returnable items
The following cannot be returned or refunded, except where they arrived damaged or defective:
- Candles that have been lit or burned.
- Reed diffusers, room sprays, or sachets that have been opened or had their seal broken.
- Gift sets that have been opened or partly used.
- Items marked “final sale” or “clearance” at the time of purchase.
- Gift cards.
Order changes and cancellations
If you need to change or cancel an order, contact us as soon as possible at support@primesrvanta.store. We will do our best to help, but once an order has entered processing or shipped, we may not be able to change it; in that case, our standard return process applies.
Questions
For any question about a return or refund, email support@primesrvanta.store with your order number and we will help you promptly.