Refund policy
Returns and Refunds
Because every candle is handmade specifically for each order, we are unable to accept returns or exchanges for changes of mind, scent preferences, or natural variations in handmade products.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at shopbyvina@gmail.com with your order number and photos of the item and packaging. We'll review every case individually and work with you to make it right.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item and all packaging
Once the issue has been reviewed, I will review each case individually and, if appropriate, offer either a replacement or a refund at my discretion. Please do not discard the item or packaging until the claim has been resolved.
Order Cancellations
Orders may be canceled only before production or fulfillment has begun. Once an order has entered production or has been shipped, it cannot be canceled.
Custom and Personalized Orders
Custom and personalized orders are final sale and cannot be returned, exchanged, or canceled after production has begun.
Lost or Missing Orders
If tracking shows that your order was delivered but you cannot locate it, please contact the shipping carrier first. I will assist where possible, but I am not responsible for packages that are lost or stolen after being marked as delivered.
This policy does not limit any rights you may have under applicable consumer protection laws.