Refund policy

Return & Refund Policy

Returns and refunds on handcrafted candles will be approved on a case-by-case basis. For home decor and accessory returns, refunds will be processed within 3-7 days via email after the return shipment is received not including original and return shipping costs. At this time, free return shipping is not included with returns.

 

Refund requests for Shipments with an Unsuccessful/Failed Delivery

By purchasing from our website "anaiscandle.com", You, the recipient, are responsible for providing accurate address information and successfully receiving shipments with the utilization and notification of an emailed tracking link from emails containing the suffix "@anaiscandle.com" to the email address provided in your order. 

Shipments that fail to successfully deliver to the recipient and are returned to our returns processing locations as Return to Sender, or are otherwise refused, unclaimed, abandoned, or undeliverable due to the customer’s action, omission, negligence, or noncompliance, may result in refund denial or limitation to the fullest extent permitted by law. This includes, without limitation, refusal of delivery, invalid, incomplete, incorrect, or undeliverable address information, recipient no longer being at the address, recipient absence, maximum delivery attempts being reached, failure to retrieve the parcel from a carrier, locker, pickup point, parcel shop, post office, customs office, or other designated location before the applicable deadline, failure to arrange redelivery, failure to provide required identification or customs documentation, failure to respond to communications from the carrier, courier, customs broker, postal authority, or customs office, and unpaid or uncollectable cash on delivery charges, import taxes, duties, customs fees, or other required charges.

In such cases, Anaïs Candle reserves the right, depending on the customer’s country of residence and applicable consumer protection laws, to refuse or limit any refund where there has been abuse, bad faith conduct, unjustified refusal of delivery, or other customer-caused failed delivery. Any such determination will be made strictly in accordance with the terms agreed to at checkout and applicable law. Where a refund is permitted or required, it may be issued net of outbound shipping costs, return shipping costs charged by the carrier, carrier fees, customs charges, handling fees, documented loss in value resulting from the refusal or failed delivery, and a reasonable restocking and processing fee of up to fifteen percent of the refundable merchandise subtotal, excluding shipping charges. This fee reflects reasonable handling, inspection, processing, administrative, and production-related costs incurred as a result of the failed delivery or refusal. Outbound shipping charges are non-refundable.

For customers located in the European Union or the United Kingdom, statutory consumer rights remain unaffected. Where a right of withdrawal applies, customers acknowledge that made-to-order and sculptural art candles may qualify as goods produced to the consumer’s specifications or clearly personalized goods and may therefore be exempt from cancellation or withdrawal rights except where otherwise required by law. Where a withdrawal or return right does apply, refused or undeliverable shipments may be treated as a return only to the extent required by applicable law, and any deductions will be applied only to the extent permitted by law. Intentional refusal of delivery without legal justification may be treated as a breach of the purchase agreement for the purpose of dispute resolution and chargeback review.

 

Request A Return Label

Please email us your order number and email to customercare@anaiscandle.com with the subject line: "Return Inquiry - Order #". A return label will be provided via email.

 

Online Return & Refund Policy Continued:

• Items must be returned within 15 days of the delivery day.
• Items must be unopened, brand new, and in original condition & packaging (with original boxes, cards, etc.).
• Rerouting shipments is currently unavailable. Please contact carriers for available re-routing options (e.g., UPS My Choice®️).
• Please note that all pre-orders, made-to-order items, custom requests, limited edition pieces, final sale items, and orders containing free gifts are considered final sale and cannot be cancelled, even in the event of shipping delays. By completing a purchase, the purchaser acknowledges this and also agrees to these terms at the time of sale.
• Approved return shipments must be correctly labeled and shipped to the respective return locations.
• Incorrect item(s) delivered must be reported within 3 days and returned to us within 7 business days of the delivery date.
• We will not be responsible for any packages that are stolen, lost, or returned due to incorrect or invalid, missing address details or address formatting including but not limited to misspelled, mistyped, misentered, or omitted street numbers, street names, city, state, region, province, country, zip/postal code, apartment, unit, suite, and/or floor numbers. Please email us immediately regarding delivery issues, and the matter will be reviewed for replacement shipment(s).
• For damaged, or defective items, please contact us by email and provide photo evidence within seven (7) days after order delivery to receive a replacement.
  • Photos of the damaged item(s) must be sent to: customercare@anaiscandle.com, in addition to a photo of the shipping label, shipping box, and product boxes for replacements or refund approvals.
• Customers must allow our team reasonable time (typically 3-7 business days) to review and resolve any order concern before filing a chargeback or payment dispute.
  • Filing a chargeback prior to completion of this process violates our policies and the Dispute Resolution terms outlined in Section 22 of our Terms of Service.
  • Premature chargebacks may delay or void eligibility for refunds, replacements, or future support.
• An item or item(s) that are brand new being returned to us that arrive damaged will not be eligible for a refund.
• Returned orders that received free shipping will have the discounted free shipping amount deducted from the refunded amount.
• Returned item(s) may be subject to the greater of a flat $5.00 USD fee or a 15% restocking fee deducted from the order's refunded amount after the deduction of any shipping fees.
• Returned item(s) or orders are subject to return shipping charges.
• Orders containing a 'free gift' or final sale item may be subject to and considered as final sale and are non-cancellable.
• Items marked as final sale are non-refundable, non-returnable, and non-cancellable.
• Shipments that are lost in-transit or delayed cannot be refunded but may be subject to complimentary replacements.
• Shipments that are lost in transit or delayed, provided that the address information provided by the customer was accurate and valid, are only eligible for replacements and/or store credit.
• Shipments abandoned and/or destroyed due to the recipient’s failure to pick up or retrieve the package from the carrier’s designated location are not eligible for refunds or replacements.
• Deliveries that are rejected for any reason that will be returned to our sorting center(s) will go through return inspection, and a replacement or refund will be provided contingent upon the rejection reason.
• Handcrafted products may have slight variations. Complimentary replacements are offered for products with defects or damage and will be the sole form of remedy for orders within the U.S.
• Once an order is submitted, we cannot guarantee requests for cancellation or modifications. This is because orders may begin processing or even ship within minutes of being placed. Additionally, select items are made to order, meaning production begins shortly after confirmation. We recommend reviewing order details carefully before placing your order to help avoid any errors.
• Orders marked as shipped with a tracking number cannot be cancelled.
• At this time, cancelled and returned orders will be refunded as store credit. To maintain the quality of our offerings and accommodate the nature of our production process, many items are made to order or begin preparation shortly after purchase. This policy allows us to uphold the level of craftsmanship and personalized service our customers expect.
• Orders approved for cancellation may be refunded in the form of store credit, which does not expire and can be used toward any future purchase.
• Orders approved for return that contain only one other item excluding the 'free gift', may need to be returned with the selected 'free gift'.
• Policies and procedures are subject to change without notice. Please return to this page to stay updated on changes.
  
• In most cases, when a shipment is marked delivered yet reported damaged, delayed, or missing by the carrier or recipient, a carrier investigation must be completed prior to issuing a replacement.Subscription and Payment Terms 

• Anaïs Candle does not offer subscriptions or recurring billing. All purchases are one-time transactions completed at checkout. Customers who choose third-party payment options such as Shop Pay Installments, Affirm, or similar services are entering financing agreements directly with those providers. These services are managed externally and do not create any recurring charges or subscriptions through Anaïs Candle.
  

 

International Returns

At this time, international returns are not accepted and are considered final sale.