CandlesandVelas.com takes pride in providing you with quality products. Your satisfaction is our highest priority. However, due to the nature of our products, all sales are final; there are no refunds, exchanges or merchandise credits.
We take special care in fulfilling your order expeditiously and with no errors. If for any reason you received the incorrect or a damaged product, please contact us and we’ll be glad to process your request and issue a return merchandise authorization (RMA). Please note that unauthorized returns or exchanges will NOT be accepted.
Please follow the next steps to ensure compliance to our return policy:
- Contact our customer service department at cs@candlesandvelas.com within 24 hours upon receipt of incorrect or damaged goods. Please provide ORDER NUMBER, phone number and reason for return or exchange.
- After your return has been confirmed. You’ll be requested to pack and wrap in a box the product(s) securely in its original package in order to prevent breakage. Write your Order Number in the box and include a copy of your Return Merchandise Authorization. Additional instructions will be provided.
- For customers using UPS delivery, if the damage appears to be the result of en-route handling, please retain the packaging material for inspection and notify UPS immediately. We’ll be glad to help you with your claim.
- The Customer is responsible for freight charges and the condition of the returned products. Freight credit will be given depending on the reason for return and only after product has been received by CandlesandVelas.com.
- Allow 10-15 days for refunds after the receipt of the return.
If you have any questions about our return policy, please call us at (562) 594-4383
or send email to: cs@candlesandvelas.com – type “Returns” on subject line.
