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RETURN POLICY
Last Updated: December 1, 2025
At Kandessence & Co, every product is hand-poured and inspected with care to ensure the highest quality. We want you to love your purchase, but we understand that sometimes issues may arise. Please review our policy below.
1. All Sales Are Final
Due to the handcrafted nature of our candles and wax melts, all sales are final. We do not offer refunds or exchanges based on personal fragrance preference, candle performance in your environment, or accidental damage after delivery.
2. Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 3 business days of delivery at info@kandessenceco.com.
To process a replacement, please include:
- Your order number
- Photos of the damaged product(s) and packaging
- A brief description of the issue
Once reviewed, we will determine if a replacement, or refund is appropriate.
3. Lost or Stolen Packages
Once an order is marked as “Delivered” by the carrier, Kandessence & Co is not responsible for lost or stolen packages.
If your tracking shows delivered but you did not receive it, please contact your local post office or shipping carrier to file a claim.
We are happy to assist you with any documentation needed to support your claim.
4. Cancellations
Orders may be canceled within 2 hours of purchase, provided the order has not yet been processed or shipped.
To request a cancellation, please email info@kandessenceco.com as soon as possible. Once an order has been shipped, it cannot be canceled or refunded.
5. Exchanges
We currently do not offer exchanges for items once they have been shipped. Please review your order carefully before completing checkout.
6. Incorrect or Missing Items
If you receive the wrong item or are missing part of your order, please contact us within 3 business days of delivery so we can promptly resolve the issue.
7. Return Shipping
In the rare case that a return is authorized, the item must be unused, in its original packaging, and shipped back within 7 business days of approval.
Customers are responsible for return shipping costs unless the return is due to our error or a damaged item.
8. Non-Returnable Items
The following items are not eligible for return or refund:
- Used candles or wax melts
- Sale or clearance items
- Custom or limited-edition products
- Gift cards
9. Contact Us
We’re committed to ensuring you have a positive experience with Kandessence & Co.
For questions about this policy or to report an issue with your order, please contact us at:
