Refund & Returns Policy

At Alectrona Candle, we want you to shop with confidence. If you are not completely satisfied with your purchase, we’re here to help. Please read the following policy carefully before requesting a return or refund.

Return Eligibility

You may request a return within 30 calendar days after your order has been delivered.

To qualify for a return:

• The item must be unused and unlit.
• The item must be returned in its original packaging with all labels included.
• The product must be in the same condition as when it was received.
• A valid proof of purchase or order number is required.

We reserve the right to refuse returns that do not meet these conditions.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged, defective, or incorrect:

• Used or burned candles.
• Wax melts or fragrance products that have been opened or used.
• Personalized or custom-made products.
• Gift cards.
• Clearance or final sale items (if clearly marked).

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs showing the product and packaging.

Once verified, we will offer an appropriate solution, which may include:

• A replacement.
• A full refund.
• A partial refund when appropriate.

If the error is our responsibility, we will cover any necessary return shipping costs.

Return Process

Before returning any item, please contact our customer support team to obtain return instructions.

Email: [email protected]

Returns sent without prior authorization may experience delays in processing.

Customers are responsible for carefully packaging returned items to prevent damage during transit.

Return Shipping Costs

If you are returning an item because you changed your mind or ordered the wrong product, you are responsible for all return shipping costs.

Original shipping charges are non-refundable.

If the return is due to our error, a damaged product, or an incorrect shipment, we will cover the return shipping costs.

Refunds

After we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

If approved:

• Refunds will be issued to your original payment method.
• Refund processing typically takes 3–5 business days.
• Depending on your bank or payment provider, the funds may appear within 5–10 business days.

Shipping charges are refundable only when the return is caused by our mistake.

Exchanges

We replace items only if they are damaged, defective, or incorrectly shipped.

If you would like a replacement, please contact our support team before sending your item back.

Order Cancellation

Orders may be cancelled within 24 hours of purchase for a full refund.

Once an order has entered processing or has been shipped, cancellation is no longer possible. In that case, customers may request a return after delivery if the product meets our return requirements.

Lost Packages

If your package appears to be lost in transit, please contact us as soon as possible.

We will work with the shipping carrier to investigate the shipment. Once the package is officially confirmed as lost, we will offer either:

• A replacement shipment, or
• A full refund.

Contact Us

If you have any questions regarding this Refund & Returns Policy, please contact us:

Email: [email protected]