Refund & Returns Policy

Refund & Returns Policy

At Alectrona Candle, we want customers to have a clear and straightforward return experience. This Refund & Returns Policy explains when an item can be returned, how to request a return, where to send an approved return, and how refunds are processed.

1. Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item should:

  • Be unused and in its original condition.
  • Be returned with its original packaging when applicable.
  • Not show signs of use, washing, alteration, or damage caused after delivery.
  • Include the order number or other proof of purchase.

Some products may not be eligible for return if they are damaged after delivery or do not meet the conditions above.

2. Damaged, Defective, or Incorrect Items

Please contact us if you receive:

  • A damaged item
  • A defective item
  • The wrong product
  • An item that does not match your order

Contact us as soon as possible after delivery and provide your order number, a description of the issue, and clear photos of the product and packaging.

After reviewing the information, we may provide a replacement, refund, or another appropriate solution.

For confirmed damaged, defective, or incorrect orders, Alectrona Candle will cover the reasonable return shipping cost.

3. Returns for Other Reasons

If you simply change your mind or no longer want the item, you may request a return within the 30-day return period, provided the product meets our return conditions.

For change-of-mind returns, the customer is responsible for the return shipping cost.

The original shipping charge is generally non-refundable unless the return is due to an error on our part, such as sending the wrong item or an item that arrived damaged or defective.

4. How to Request a Return

Please follow these steps:

  1. Contact us at [email protected] before sending anything back.
  2. Provide your order number and the reason for the return.
  3. If the item is damaged, defective, or incorrect, include clear photos.
  4. Wait for our return instructions and approval.
  5. Once approved, send the package to the return address provided below.
  6. Keep your shipping receipt or tracking information until your return has been completed.

Please do not send a return to the address below before contacting us. We need to confirm the return first so that it can be matched to your order and processed correctly.

5. Return Address

Alectrona Candle
1901 E Boulder St
Eagle Mountain, UT 84005
United States

This is the designated return address for approved returns.

6. Return Shipping Time

After your return request is approved, please ship the package promptly using a trackable shipping service when available.

The time required for the package to reach us depends on the shipping carrier and service selected. Alectrona Candle is not responsible for delays caused by the carrier.

For returns where the customer is responsible for shipping costs, please retain the tracking information until we confirm receipt.

7. Refund Processing

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved:

Your bank or payment provider may require an additional 5–10 business days to complete the transaction.

Refunds are issued to your original payment method.

We process approved refunds within 3–5 business days.

8. Partial or Rejected Returns

A return may be rejected or a refund may be reduced if the returned product:

  • Has been used or worn when it should have been unused.
  • Is missing original components or packaging where required.
  • Has damage caused after delivery.
  • Shows signs of improper handling.
  • Is returned outside the applicable return period without prior approval.

If a return does not meet the policy requirements, we will contact you with information about the issue.

9. Exchanges

If you would like to exchange an item, please contact us before returning the product.

Depending on product availability, we may offer an exchange or recommend returning the original item and placing a new order.

10. Cancellations

If you need to cancel or modify an order, please contact us within 24 hours of placing the order.

We will make reasonable efforts to accommodate cancellation requests, but an order may no longer be cancellable once it has entered processing, production, or shipment.

11. Contact Us

If you have questions about a return or refund, please contact:
Email: [email protected]