Refund Policy
Returns
Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 10 days after delivery
We will charge $10 for the restocking fee to the customer/s initiated the return for any provided reason/s.
Missing Items in Orders / Broken Candles
You can file a claim to contact@thecharmedcandle.com on missing item/s on your gift box 120 hours (5 days) after the items was received on your mailbox. Claims outside the 120 hours period are automatically considered as invalid.
In the event that you haven't file a claim within 120 hours to the reasons below, you will be ask to provide necessary documents :
1. Business travel (Itinerary tickets - travel dates should be within the day item/s were delivered)
2. Leisure travel (Itinerary tickets - travel dates should be within the day item/s were delivered)
3. Death Certificate (Funeral within 7 days, before or after, from the date item/s were delivered)
Missing Charms in candle
Charms in each of our candles are really worth the wait that it takes two months to burn to see what kind of charm you will get. We don't remove the fact that there are moments wherein charms are nowhere to be found. As part of the process, we would like you to report to our customer service team at contact@thecharmedcandle.com if in any case you encountered such within three months after the items were purchased.
Any reports outside of the given timeframe are automatically considered as invalid.
Cancelations (if applicable)
1. We will cancel any order that has not already been shipped. If a tracking number has been created for the order, it is in the carriers hands and you must return the product(s) for us to issue a refund. You may email us to cancel though this way is subject to our customer service being able to get to your email before shipment.
2. Restocking fee
Charmed Candles co. reserves the right to charge customers a $10 restocking fee when canceling an unfulfilled order as all payment gateways commissions are non refundable anymore and product has to be restocked for other customers
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
All refunds are subject to a $10 restocking fee if your product has been shipped.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@thecharmedcandle.com and send your item to: EJ Enterprises LLC, 10201 McKalla Pl, Unit A, Austin, TX 78758, United States.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: EJ Enterprises LLC, 10201 McKalla Pl, Unit A, Austin, TX 78758, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item unless you can prove it made it back to us!