Refund policy

We are committed to provide the best product and service to our customers and this is reflected in our Refund Policy.

We have a 25-day return policy for Non Print On Demand Products from the purchase date. 

However, the following products and situations are not qualified for the return and refund:

1.  Any Print On Demand and custom personalized products do not qualify for the return and refund due to the nature of the product. Print On Demand and custom personalized Products are products that once the buyers place the order, then, our fulfillments start to produce the order and then ship to the buyers. Therefore, Print On Demand Products are not qualified for the return and refund.

However, if you receive a damaged or broken order; or a wrong size order on our faults; or a missing order; or don't receive the order; please contact our customer service with the proof of your claim and your purchase receipt. We will verify them. If your claim is true, then, we will re-make the order, and then re-ship to you.

2. Any items on our site because its shipment was delayed due to major holidays, such as Chinese Single Day 11.11, Black Friday, Christmas, New year, Chinese New Year, Chinese Labor Day on May 01, Mother's Day, Father's Day, July 4th, etc., do not qualify for the refund. Please be patient and wait for your orders to arrive. 

However, if you do not receive the order at the end of the 3rd month counted from the date when we shipped out the order, please contact our customer service with the proof of your claim and your purchase receipt. We will verify them. If your claim is true, then, we will re-make the order, and then re-ship to you.

3. We are not responsible for buyer's mistakes, such as choosing the wrong size, or overlooking our size chart, or tearing off the printed image and blaming us for our printing quality issue, etc.

Please make sure you measure your body first and then refer to our size chart to find your right size; and then place your order. If you don't know how to choose the size, please contact our customer service before you place the order.

* We Guarantee our buyers will eventually receive what they ordered! *

To be eligible for a return:

Your Non Print On Demand and Personalized Products item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Change of mind
If you have simply changed your mind, we do not provide refund.

Change of Address
You must submit an email within 3 hours of ordering with the subject ‘CHANGE OF ADDRESS’ to service@candleshomefragrance.com

To start a return
Please contact us first within 5 days after receiving your item (Cut off time: 5:30 Pm CST) by phone, by text; or by email at: service@candleshomefragrance.com to start the return process; otherwise, your return request will not be accepted.

If your return is accepted, we will send you the instructions on how and where to send your package. Buyers will be responsible for the shipping cost. Items sent back to us without first requesting a return within 5 days will not be accepted.

You can always contact us for any return questions at service@candleshomefragrance.com 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

** Please don't wait. The 5-day time frame is counted from the time you receive the order and the cut off time is 5:30 pm CST. Contacting us by phone or by text is faster than by email.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
If you change your mind and want to make any changes to your order, please email service@candleshomefragrance.com within 3 hours of making your purchase with the subject line of this email must read 'CHANGE OF ORDER' and our team will get back to you shortly. 
Otherwise, your order will be processed as the way you ordered without the updating.

Cancel Order
We don't accept canceling orders once the order is completed. Because all order processes are started automatically, we are not able to stop our fulfillment's process.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@candleshomefragrance.com