All items can be returned within 7 days of delivery. Please see specifications below. We will ask for photo proof of the damaged or defective item.
To be eligible for a return, your item must be unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the order number, receipt or other proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we will issue a refund once the items are received. Customer's are responsible for return shipping costs. Items sent back to us without first requesting a return will not be eligible for a refund or exchange.
You can always contact us for any questions at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Custom products (such as special orders or personalized items), and any personal care products that are opened and unsealed. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We do not accept returns, exchanges, or issue refunds for products made by other Maker's, but will help you get in touch with the manufacturer or maker in these circumstances. Wax Warmers are an exception to this.
Unfortunately, we cannot accept returns on gift cards.
Exchanges are not permitted unless the item is in it's original packaging, and unused. We do not offer exchanges on bath and body products or food items unless they are still sealed and in it's original packaging. Any evidence of the item being used will result in no exchange or refund. Customer's are responsible for shipping the item back and any costs associated with shipping.
Wax warmers that are defective and the return approved can be exchanged or refunded.
The Candle Exchange Program has it's own policy and can be reviewed in it's item description.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. 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.
There are no refunds for lost, stolen, or damaged products, but by contacting us we can open a parcel investigation to try and fix the issue. If an investigation proves no issue in package delivery, a refund or reshipment of order will not be completed. This is to prevent fraud.
We also insure every order through our shipping carriers, and can file a claim if your order is lost or damaged in shipping. We may need documentation from you to file the claim.
Items on our website created by other maker's and not Hemp Wick Candles LLC cannot be refunded, and we ask that you contact the maker / manufacturer directly (contact us if you are unsure and we will assist you in this situation).
Classes, workshops, and virtual events list their own refund policies in each item description. Generally those items are nonrefundable, but rescheduling is possible.
There is no refund on ebooks.
*We do not accept refunds or returns on international orders due to unpaid taxes or duty. Customer is responsible for paying taxes and duty upon delivery of their item. International customers will be responsible for all other returns or exchange shipping costs.
**Due to COVID-19, we do not accept returns, exchanges, or refunds on items if you cannot smell them, or do not like the smell of the items. In this case you can ask for an exchange (please see exchange policy above). We will however be happy to offer you a discount on a future order if you are unhappy with your purchase.