Product Support & 90-Day Limited Warranty

Our Quality Promise

At VEXTOL, we want every ceramic candle holder you receive to reflect the quality, design, and fresh, elegant presentation represented in our store.

Products are carefully selected and inspected before shipment. If an eligible item arrives damaged or defective, or develops a qualifying manufacturing issue during the applicable warranty period, our customer care team will review the situation and work with you toward an appropriate resolution.

90-Day Limited Warranty

Most eligible VEXTOL products are covered by a 90-day limited warranty, beginning on the date the order is delivered.

The warranty is intended to cover qualifying manufacturing defects or structural problems that arise during normal and intended use.

Depending on the product, the nature of the issue, and available inventory, an appropriate solution may include:

• A replacement product

• A replacement component or accessory, where available

• Store credit

• A refund, where appropriate

The resolution offered will depend on the individual circumstances of the warranty claim.

What the Warranty May Cover

Manufacturing Defects

Qualifying defects in materials, ceramic construction, or craftsmanship that affect the product's normal intended use.

Petal Structure & Detail Issues

For eligible ceramic candle holders, the warranty may cover unexpected manufacturing-related issues involving:

• Sculptural ceramic petals

• Layered floral contours

• Base and candle seat construction

• Raised or decorative elements

• Detachable components or accessories supplied with the product

Coverage applies to qualifying issues arising during normal intended use rather than damage caused by misuse, dropping, or improper handling.

Structural Manufacturing Issues

Problems affecting the construction or stability of the product that were not caused by accidental impact, dropping, misuse, excessive force, improper cleaning, exposure to open flames beyond standard candle usage, or inappropriate handling.

Products Damaged Upon Arrival

Products that arrive cracked, chipped, broken, damaged, incomplete, or otherwise unusable as a result of transportation or handling may also qualify for an appropriate resolution.

What the Warranty Does Not Cover

The limited warranty generally does not cover problems resulting from:

• Accidental drops, impacts, chips, cracks, or breakage

• Improper handling

• Misuse or use outside the product's intended purpose

• Sudden or extreme thermal shock

• Exposure to unsuitable heat sources or environments outside normal candle use

• Normal wear and tear

• Cosmetic changes resulting from ordinary use (e.g., minor wax residue, soot marks from unclipped wicks)

• Unauthorized repair, modification, or alteration

• Damage caused by unsuitable cleaning or maintenance methods

• Loss or theft

• Damage occurring after the applicable warranty period

Minor differences in color, ceramic glaze, finish, texture, shape, surface appearance, or decorative details are generally not considered defects when they do not materially affect the product's normal use. For artistic and sculptural ceramic products, small variations between individual pieces or production batches may occur as part of normal manufacturing.

Damaged, Defective or Incomplete Products

If your VEXTOL order arrives damaged, defective, or missing an included component, please contact us as soon as reasonably possible after delivery.

To help us assess the issue efficiently, please provide:

• Your order number

• Your full name and email address

• A short explanation of the problem

• Clear photographs or a short video showing the issue

• Photographs of the packaging if the product was damaged during transportation

For candle holders featuring delicate ceramic petals, raised decorations, or unique sculptural elements, please make sure the affected area is clearly visible in your photographs.

Keep the product and its original packaging until our customer care team has reviewed your request.

How to Submit a Warranty Claim

To request warranty assistance, contact:

service@vextol.com

Please include your order number together with relevant photographs or videos. Our customer care team normally aims to review and respond to enquiries within 24–48 hours.

We may request additional photographs, videos, product information, or other reasonable details when necessary to determine the nature of the issue and applicable warranty coverage.

Replacement Products

When a replacement is approved, we will make reasonable efforts to provide the same product. If the original design is no longer available, we may offer:

• A comparable replacement

• Store credit

• Another appropriate resolution

Replacement options depend on current inventory and product availability.

Refunds Under Warranty

Approval of a warranty claim does not automatically mean that a cash refund will be issued. Refund eligibility depends on the circumstances of the claim and our applicable Return & Refund Policy.

When a refund is approved, it will generally be returned to the original payment method. After the refund is issued, additional processing time may be required by your bank, card issuer, or payment provider.

Returns and Warranty Coverage

Our Return & Refund Policy and Limited Warranty serve different purposes.

• The Return & Refund Policy applies when an eligible customer wishes to return a purchase within the applicable return period.

• The 90-Day Limited Warranty applies to eligible manufacturing defects and qualifying product-related problems that arise during the warranty period.

Please refer to our Return & Refund Policy for complete information regarding return eligibility, procedures, and refunds.

Products Damaged During Shipping

If the shipping package appears damaged when it arrives, we recommend photographing it before opening. If the candle holder inside has also been damaged, please provide photographs showing:

• The outer shipping package

• The shipping label

• The damaged product

• Internal protective packaging

• Any broken or damaged components

Please keep the packaging and damaged product while your request is being reviewed. These materials can help our customer care team evaluate the circumstances more efficiently.

Caring for Your VEXTOL Products

Appropriate care can help preserve the appearance and condition of your ceramic candle holder.

We recommend:

• Following all product-specific care instructions

• Using each product only for its intended purpose with compatible candles or tea lights

• Handling ceramic candle holders carefully to avoid impact

• Taking additional care with delicate ceramic petals and sculptural details

• Placing candle holders on flat, heat-resistant, and stable surfaces before lighting candles

• Avoiding sudden or extreme temperature changes

• Using appropriate cleaning materials and gentle methods to remove cooled wax

• Avoiding abrasive cleaning tools or harsh chemicals that may damage the glaze

• Storing products securely when not in use

Improper use, cleaning, handling, or maintenance may affect warranty eligibility.

Product-Specific Considerations

VEXTOL offers ceramic floral candle holders across the Modern Ritual Collection, Dreamy Sweet Collection, and Whimsical Art Collection.

Because individual designs can differ significantly in shape, construction, petal structure, and decorative details, warranty assessment may take the specific characteristics of the product into account. For example, a sculptural petal candle holder may require assessment of its raised ceramic edges or base stability.

Consumer Rights

This limited warranty is provided in addition to any statutory consumer rights available under applicable law. Nothing in this warranty policy is intended to exclude, restrict, or replace rights or remedies that cannot legally be excluded or restricted. Where applicable consumer protection law provides additional or greater rights, those legal protections will continue to apply.

Company Information & Contact

For questions about product support, warranty coverage, damaged products, or an existing warranty claim, please contact:

• Brand: VEXTOL

• Official Website: vextol.com

• Legal Entity: Xuzhou Changxin Wireless Communication Technology Co., Ltd.

• Unified Social Credit Code: 91320322MAEA1FCW6N

• Registered Address: No. 18, South End of Han Street, Longgu Town, Pei County, Xuzhou City, Jiangsu Province, China

• Customer Support Email: service@vextol.com

vextol.com is owned and operated by Xuzhou Changxin Wireless Communication Technology Co., Ltd. The company is responsible for operating the online store, coordinating customer orders, providing customer service, and managing related e-commerce activities.

Our team aims to respond to customer enquiries within 24–48 hours.

VEXTOL — Thoughtful Design, Fresh & Elegant Ambiance.