Refund policy

Because our candles are handmade and delicate, return and refund requests are reviewed case by case. Nothing in this policy limits any rights or remedies you may have under applicable consumer protection law.

Unused candles

Contact us at jennscandlegarden@gmail.com within 7 days of delivery to request a return. To be considered, the candle must be unused, unlit, untrimmed, unaltered, and in its original packaging. Proof of purchase is required. Do not send an item back until we have approved the return and provided instructions. Items returned without approval may not be accepted.

Approval is not guaranteed. If a discretionary return is approved for an item that is not damaged, defective, or incorrect, the customer is responsible for return shipping. Original shipping charges are not refundable.

Damaged, defective, or incorrect orders

Inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, do not light or use it. Contact us as soon as possible, preferably within 48 hours of delivery, at jennscandlegarden@gmail.com. Include your order number and clear photos of the candle, its packaging, and the shipping label. Keep the item and all packaging while we review the issue.

We assess each issue individually. Depending on the circumstances and product availability, we may offer a replacement, store credit, or refund. If we confirm that an item is defective, damaged in transit, or sent incorrectly, we will cover any required return shipping or let you know if no return is needed.

Custom and final-sale items

Custom, personalized, wedding, event, and bulk orders are final sale and cannot be returned, exchanged, or refunded because they are made specifically for you. This does not apply when an item is damaged, defective, or does not match the approved order details because of our error; please contact us promptly so we can review the issue.

Gift cards are final sale except where required by law.

Handmade variations and candle care

Small differences in colour, scent, flower placement, finish, or shape are normal characteristics of handmade candles and are not usually considered defects. Damage caused after delivery by lighting, trimming, burning, alteration, improper storage, heat exposure, failure to follow candle-care instructions, or ordinary use is not eligible for return or refund.

Refunds

If a refund is approved, we will notify you after any required return has been received and inspected. The refund will be issued to the original payment method. Please allow up to 10 business days after approval for your bank or card provider to post the refund. If more than 15 business days have passed after we confirmed approval, contact jennscandlegarden@gmail.com.