Refund Policy

We are confident that you will love your candles as much as we do.  However if for any reason you need to request a refund, you have 10 days after purchase to contact us to lodge your application.

To be eligible for a refund, please contact us via email at candlesbymaisie@gmail.com and provide the following information to lodge your refund application:

• Online order number
• Full name;
• Email address used for the order;
• Photos of the item(s) if they arrived in less than perfect condition;

If your application is accepted, we'll send you instructions on where to send your package.  Items sent back to us without first requesting a return will not be accepted.  

You can always contact us for any return questions at candlesbymaisie@gmail.com

Standard terms and conditions:

• Items must be returned in new condition;
• Proof of purchase is required;
• We do not refund or accept returns for change of mind.
• Return postage cost is at the customers expense.
• Refunds for Online orders processed may take up to 5 business days for the payment to be processed;
• Customer Service will require photos of any item(s) that arrive in less than perfect condition.

Damages and issues:

Please inspect your order upon receiving it and contact us immediately if the item is damaged or if you received the wrong item, so that we can evaluate the issue and correct it for you.  You will be required to provide photographic evidence of any damages.

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, we will contact you to organise your refund payment.  Please remember it can take some time for your bank or credit card company to process and post the refund. 

Can I exchange an Online order?

• We are unable to offer exchanges for Online orders.  Online orders can only be refunded.  
• Please see our refund terms and conditions.