Product Warranty
Every Gemma candle is hand-poured in small batches in Tel Aviv using natural coconut and soy wax. Because each piece is made by hand, small variations in colour, texture, wax finish and the vessel are natural characteristics of a handmade product — not defects.
What’s covered
We stand behind the quality of our candles. We will replace or refund any item that arrives with a genuine manufacturing fault, such as a vessel that is cracked or broken on arrival, a wick that will not light or is missing, or a wax fault that prevents the candle from burning as intended.
To make a claim, contact us within 14 days of delivery with your order number and a photo of the issue. Once approved, we’ll send a replacement or issue a refund.
Reusable vessels
Our vessels are designed to be cleaned, refilled and kept long after the candle is gone. They are covered against manufacturing defects, but not against breakage, chips or damage caused by dropping, misuse or everyday wear once the candle is in use.
What’s not covered
- Damage caused by improper use or by burning outside our care guidelines (see our Safety & Candle Care page).
- Normal wear, gradual fading of scent over time, or natural variation between batches.
- Items damaged after use has begun, or altered from their original condition.
Returns & exchanges
Unused, unburned candles in their original condition may be returned or exchanged within 14 days of delivery, in line with our Refund Policy. Made-to-order, personalised and custom-branded items are non-returnable unless faulty.
How to reach us
Gemma Candles
Sheinkin 43, Tel Aviv
Phone: 052-602-8887
Or message us through our Contact page.
This warranty is provided in addition to your rights under applicable consumer protection law.