Refund policy

Returns & Exchange Policy — Precioso

Your satisfaction matters If something isn't right with your order, we're here to help.

Returns & exchanges

We accept returns and exchanges within 30 calendar days of receiving your order, as long as the item is in its original condition — unused, undamaged, and in its original packaging.

Return shipping is the customer's responsibility, except in cases where the error is ours (wrong or defective item sent).

Issues with your candle

7-Day Money-Back Guarantee (Candles Only)
Not loving your candle? You have 7 days from the delivery date to request a refund.

  • Email susanah@precioso.mx with your order number within 7 days of delivery
  • We'll send you a prepaid return label — no cost to you
  • Once we receive the candle, we'll refund the full product price
  • Limit one claim per order
  • Applies to candles only — not ceramic plaster trays. In bundles, the guarantee covers only the candle portion
  • After 7 days, candle returns fall under our standard 30-day return policy (item must be unused, undamaged, in original packaging)

Have a different issue with your candle? Contact us and we'll work with you to find a solution.

Defective, incorrect items, missing items

If you received a defective, incorrect, missing item, contact us within 3 days of receiving your order. In these cases, we'll cover the cost of sending a replacement at no charge to you.

To process your claim we'll need:

  • A photo of the item and packaging received
  • Your order number

Lost or stolen shipments

We offer optional shipment insurance at checkout. We strongly recommend purchasing it for peace of mind.

With shipment insurance: If your package is confirmed lost due to carrier error, we will offer a replacement or refund. Insurance does not cover stolen packages (porch theft or similar).

Without shipment insurance: If your package is lost, we'll do our best to help you file a claim with the carrier, but we cannot guarantee a replacement or refund unless the carrier approves the claim.

We are not responsible for packages marked as delivered by the carrier.

Items that cannot be returned

For hygiene and product safety reasons, we do not accept returns on:

  • Jewelry that has been worn or handled
  • Scrunchies (for hygiene reasons)
  • Clearance items (all clearance sales are final)

Refunds

Once we receive and inspect the returned item, refunds are processed within 7 business days to the original payment method.

How to start a return

Message us at [email] or via direct message with your order number and reason for the return. We'll guide you through the process.