Damages and Order Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Orders that are damaged due to extreme weather must be reported within 4 hours of delivery time and include photos for proof. Your date stamp for the email will be used to compare to the delivery time reported from the carrier.
Other damages (such as broken candles) must be reported within 24 hours of receipt. Items that are defective must be reported immediately upon the discovery.
It is your responsibility to provide the photos of the broken goods due to shipment; you must include pictures of the broken product as well as the packaging. Please email firstname.lastname@example.org and include your order number and pictures of the damaged product(s) and original packaging even if that isn't damaged. These photos are required by the carrier (UPS, FedEx, USPS) in order to file a claim. If you do not provide photos, no refund or exchange can be made.
Returns and Refund Requests
Due to the small-batch pouring of our candles and wax-melts, all sales are final. We inspect each product carefully before it is shipped to make sure it is not damaged or unsafe. Certain types of items cannot be returned or refunded, such as custom products (such as special orders or personalized items), personal care goods (such as beauty products), sale items, or gift cards. Refunds for melted products due to customer not being available upon delivery are not subject to refunds or replacements. If the melting occurred during shipping, refunds can be accepted but you must contact us within 4 hours of delivery time and provide pictures. Since our products can be temperature sensitive, we take every precaution to ship the items with respect to the weather so that they arrive undamaged.
We only offer refunds under certain circumstances and at our discretion on a case-by-case basis. All refunds must be accompanied by pictures sent via email to email@example.com. We will issue you a refund if your order or situation qualifies under our 7-day refund policy or was damaged upon receipt.
Our policy is that we do not offer refunds for any other reason. However, if you feel you should receive a refund, please email us with your request. If your refund request is approved, then in order to be eligible for a return/refund, your product(s) must be in the same condition that you received it, unused and/or un-burnt, and in its original packaging. You’ll also need your order number or confirmation email.
Note: Shipping costs to return unused product(s) are the customer's responsibility. Items sent back to us without first requesting a return, will not be accepted or refunded.
To request a refund or return, please email firstname.lastname@example.org and include your order number.
Refunds (if approved)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exchanges (if approved)
Exchanges are on a approval basis at the discretion of Thirty3 Candle Company LLC. 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.
You can always contact us for any general questions at email@example.com.