Refund policy

Refund Policy

At Candles Culture, we take pride in our handcrafted candles and strive to ensure your satisfaction. If you are not completely happy with your purchase, we’re here to help. Please review our refund policy below.

1. Eligibility for Refunds

  • Unused and Unopened Products:
    Refunds are available for products that are unused, unopened, and in their original packaging. Requests must be made within 14 days of delivery.
  • Damaged or Defective Items:
    If your item arrives damaged or defective, please contact us within 7 days of delivery. Provide a clear description of the issue along with photos for verification.
  • Non-Refundable Items:
    Custom or personalized candles, sale items, and products that have been used or altered are not eligible for refunds.

2. How to Request a Refund

  1. Contact Us: Email us at [insert email address] with your order number, a description of the issue, and any relevant photos.
  2. Approval: Once your request is reviewed, we will notify you if it has been approved or declined.
  3. Return Shipping:
    • If your refund is approved, you may need to return the product to us.
    • Customers are responsible for return shipping costs unless the item is defective or damaged.
    • We recommend using a trackable shipping service. Candles Culture is not responsible for lost return shipments.

3. Refund Process

  • Refunds are processed to the original payment method within 5–10 business days of receiving the returned item.
  • Shipping fees are non-refundable, except in cases of defective or damaged items.
  • If your refund request is denied, we will provide a detailed explanation.

4. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please follow the refund process and place a new order for the desired product.

5. Late or Missing Refunds

If you haven’t received your refund within the stated timeframe:

  1. Check your bank account or payment method.
  2. Contact your credit card company or bank as processing delays may occur.
  3. If you’ve done all of the above and still haven’t received your refund, contact us at [insert email address].

6. Contact Information

For questions about our refund policy or assistance with your order, please contact us:
Email: [Insert Email Address]
Phone: [Insert Phone Number]

We’re committed to providing excellent customer service and ensuring your experience with Candles Culture is nothing short of glowing. Thank you for choosing us!