Refund policy

 

1. Our Return Policy We have a 14-day return policy, which means you have 14 days after receiving your item to request a return for any reason and without a justification.

2. Conditions for Return To be eligible for a full refund, your item must be in the same condition that you received it: completely unused, unlit, and in its original, undamaged packaging. You will also need the receipt or proof of purchase.

3. How to Start a Return To start a return, you can contact us at info@fainecandle.com. If your return is accepted, we will provide you with the return address and further instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@fainecandle.com.

4. Damages and Issues Please inspect your order upon reception and contact us immediately, but no later than 7 days from delivery, if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right. To help us resolve this for you quickly, please provide your order number and photos of the damaged item, the shipping box, and the shipping label.

5. A Note on Handcrafted Items Our candles are hand-poured in small batches. Due to the nature of soy wax, they may have minor variations in colour, scent, or appearance. These unique characteristics are not considered defects.

6. Exceptions / Non-Returnable Items Certain types of items cannot be returned, such as custom products (special orders or personalized items). We also cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Refunds We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. The refund will include the cost of the item plus the cost of the original standard delivery. Please note that the cost of return shipping for change-of-mind returns is the responsibility of the customer.

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@fainecandle.com.

9. Parcels Returned to Sender The customer is responsible for providing a correct and complete delivery address. If a package is returned to us due to an incorrect address, refusal to accept the delivery, or failure to collect it from the post office, the original shipping costs are non-refundable. The customer will be responsible for the cost of re-shipment.