Refund policy

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. Please email orders@thirty3candleco.com and include your order number and pictures of the damaged product(s) and packaging. Carriers require photos of the damaged goods as well as the shipping box/envelope and outer packaging materials in order to file a claim. Providing these photos is the responsibility of the recipient as the package is in your possession. 

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.

We only offer refunds under certain circumstances. We will consider issuing you a refund if your order was damaged upon receipt due to carrier handling (with photo proof) or situation qualifies and then will be subject to our 7-day refund policy if approved at our discretion.

7-Day Return Policy:

Within 7 days of receiving your item(s) you may request a refund. 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. Refunds are not guaranteed. 

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 orders@thirty3candleco.com and include your order number. 

Refunds

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

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 info@thirty3candleco.com.