Each spa candle we offer brings a sensory escape to your daily routine. If a candle arrives damaged or does not match your order, this policy explains how to return it smoothly. We aim to resolve issues with our aromatic products clearly and respectfully. Follow these guidelines to start your return, package the item safely, and understand how we will address your concern. Our goal is to restore your spa experience promptly and reliably.
1. Initiating a Return
Begin by contacting our customer care team through the same channel you used for purchase. Provide your order number, candle SKU, and a brief description of the issue, along with photographs showing any damage, labeling errors, or missing elements. Once your return request is logged, you’ll receive a reference code. Use this code to track progress. Our representatives will offer personalized instructions based on the nature of your candle concern, ensuring a tailored and efficient process.
2. Exceptions & Special Conditions
Certain situations require tailored handling beyond routine returns. Custom-labeled or personalized candles—such as those engraved with client names or unique aromatherapy blends—are considered final sale and are not eligible for standard return processing. Likewise, candles that arrive with evidence of misuse or altered wax—such as scent layering from unauthorized oils—will be assessed on a case-by-case basis and may not qualify for a direct exchange. Opened packaging, missing safety guides, or absence of key accessories can affect eligibility. In cases of sealed limited editions or holiday-themed sets, any omissions must be documented upon receipt. These stipulations ensure quality control and fairness across all return decisions.
3. Packaging and Shipment Preparation
When preparing your spa candle for return shipment, reuse the original packaging if possible. Nestle the candle within its molded insert or cushioning sleeve to prevent shifting. Secure any glass jars or porcelain vessels with bubble wrap or padded paper. Include all accessories, such as lids, matches, and care booklets. Affix the provided return label clearly on the outer carton, taking care to cover any old shipping marks. If the original box is unavailable, select a sturdy alternative rated for fragile goods. Proper packaging safeguards your return and protects the item during transit.
4. Shipping Costs and Responsibilities
Return shipping costs are typically borne by the purchaser, except when errors or defects on our part are confirmed. We advise choosing a carrier that offers tracking and insurance to cover loss or damage in transit. Please retain proof of shipment until the return process is complete. If a fulfillment mistake is verified, we will reimburse reasonable postage or supply a prepaid label. Responsibility for safe delivery lies with the sender, so secure your candle against accidental breakage and choose a reliable shipping method.
5. Inspection Process
Once received at our returns facility, each spa candle undergoes a thorough inspection. Specialist staff review the item for signs of manufacturing faults—such as uneven wax pooling, wick misalignment, or scent inconsistencies—as well as transit damage like cracked containers or dented lids. We also verify that all original components, including the vessel, lid, matches, and instructional materials, are present. If further clarification is required, a member of our team may reach out for additional images or information. This meticulous evaluation ensures that resolution steps are fair and accurately address your specific candle condition.
6. Resolution Options
After inspection, eligible returns can follow one of several resolution paths tailored to your needs. If a candle is confirmed defective or incorrect, we can send an identical replacement to match your original choice. When that model is unavailable or you prefer variety, exchanges for another spa candle or accessory of equal value are offered, with any price difference applied as credit. Should neither option suit you, we can issue a store credit voucher for the candle’s purchase cost, redeemable on future orders. Alternatively, if you choose a refund, the purchase amount will be returned to the original payment method once the return is approved. Each option is structured to restore your confidence and ensure a smooth resolution experience.
7. Communication and Updates
Throughout the return journey, we keep you informed with clear notifications at each stage: authorization confirmation, shipment receipt, inspection outcome, and final decision. Updates arrive via email or the contact channel you used for purchase. Our support team remains available to answer questions and guide you through any special circumstances, ensuring a transparent and supportive experience from the moment you request your return until the matter is settled.
8. Policy Revisions
This policy may be refined periodically to enhance clarity and address evolving product lines. Any revisions are posted at the policy’s source link and apply to returns initiated after the update. We encourage you to review this page before making a new return request.