Refund policy
Last updated: September 13, 2026. Version 2026-09-13.4. Applies prospectively when validly agreed; earlier purchase terms remain effective.
Overview
We want customers to feel confident ordering from Candle Dippers, while keeping our return process clear, consistent, and workable for everyone.
This Return & Refund Policy applies to returns, exchanges, and related refund scenarios. Shipment, delivery, and transit-related issues are governed by our Shipping Policy. Covered defect claims, manufacturer warranty claims, and quality claims are governed by our Warranty & Product Guarantee Policy.
Ordinary-return conditions do not remove a mandatory remedy for defective, incorrect or materially misdescribed goods, a statutory cancellation right, or a specific promise validly made at purchase.
30-Day Return Window
You may request a return within 30 days after delivery, subject to the exclusions, condition requirements, and other provisions of this policy.
To be eligible for a return, the item must be unused, uninstalled, unmodified, in substantially the same condition in which it was received, complete with all included parts, accessories, documentation, and original packaging, and accompanied by proof of purchase.
Items sent back without first requesting and receiving return instructions may be refused.
How to Start a Return
To request a return, contact support@candledippers.com with your order number and the reason for the return. If your return is approved, we will provide return instructions, including where to send the item and any return authorization or reference information we ask you to include.
Obtain the correct return destination before sending goods; our public mailing address is not an automatic return destination. Statutory cancellation is not dependent on approval where applicable law provides otherwise.
Return Shipping for Ordinary Returns
You pay return shipping for an ordinary non-defective return. A confirmed seller error is handled under Wrong Items or Order Errors below. Covered warranty and quality claims follow their own shipping terms in the Warranty & Product Guarantee Policy, subject to applicable law.
Returns of Items in Unused, Original Condition
For an eligible non-defective item returned within the return window in new, unused, uninstalled, unmodified, complete condition, with unopened product packaging and all included parts, we refund the purchase price actually paid and applicable refundable tax to your original payment method. No restocking fee applies in that condition, except for customer-caused refused or undeliverable orders described below. Original outbound shipping charges are non-refundable for ordinary returns unless the offer or applicable law provides otherwise.
If an order was shipped with free shipping or a discounted shipping promotion, we may deduct the actual outbound shipping cost, less any outbound shipping already paid by you, from a buyer's-remorse return unless prohibited by law or otherwise stated at the time of sale.
Returns of Items Not in Unused, Original Condition
If we accept a return of a non-defective item with opened product packaging, missing original packaging or components, or otherwise no longer in new, complete and fully resalable condition, a 15% restocking fee applies to the returned item's purchase price actually paid. Opening only the outer shipping carton does not by itself trigger this fee. Acceptance of a nonconforming return is at our discretion.
If the returned item is missing parts, materially damaged, or requires unusual inspection, repackaging, cleaning, refurbishment, or restoration, the refund may be reduced further to reflect the resulting loss in value or additional handling costs. Items returned used, installed, altered, damaged after delivery, or otherwise not suitable for resale may be refused or may receive only a partial refund.
Fees and deductions apply to the extent permitted by law and do not duplicate recovery of the same loss or cost. This policy does not authorize an additional charge to a saved payment method; separate amounts lawfully recoverable for breach or damage are not waived. Mandatory remedies remain subject to their applicable law.
Wrong Items or Order Errors
If you receive the wrong item, contact support@candledippers.com promptly with your order number and photos if available. If the issue is confirmed, we choose an appropriate resolution, which may include replacement, refund, store credit, or another suitable remedy, subject to any remedy required by applicable law and consent where legally required for credit.
We cover reasonable necessary return shipping for a confirmed seller error, without a restocking fee. Obtain return instructions before paying for expedited or unusually costly shipping. Other defect and quality claims follow the applicable Warranty & Product Guarantee Policy and mandatory law.
Exchanges
The simplest way to exchange an item is to request a return for the original item, if eligible, and place a new order for the replacement item.
If the exchange request results from our error or another approved product issue, we may offer a different resolution where appropriate.
Non-Returnable Items
The following items are not eligible for return unless required by law or expressly approved by Candle Dippers:
- Custom, made-to-order, personalized, or special-order items.
- Clearance, closeout, final-sale, or "as is" items.
- Gift cards.
- Opened or used consumable products.
- Products that have been installed, altered, partially consumed, damaged after delivery, or returned incomplete.
- Any item that cannot be safely or lawfully returned.
If you are unsure whether an item is returnable, contact us before ordering or before opening or using the item.
Custom, special-order, clearance and final-sale exclusions apply to offers identified as such before purchase. This list does not state that these product categories are currently offered. Non-waivable defect and withdrawal remedies remain effective.
Consumable and Natural Materials
Consumable, natural, or batch-sensitive products such as wax and similar materials are handled differently from durable goods.
If unopened and unused, these items may be eligible for return within the 30-day window, subject to inspection and approval. Once opened, used, partially consumed, reformulated, contaminated, or stored improperly after delivery, they are not eligible for return except to the extent of a valid claim under our Warranty & Product Guarantee Policy.
Concerns about the quality of covered consumable or natural materials are handled under our Warranty & Product Guarantee Policy rather than this Return & Refund Policy.
Refused or Undeliverable Orders
If an order is refused, returned as undeliverable, or returned because of an incorrect or incomplete address supplied by the customer, failure to collect the package, or failure to pay disclosed import charges, any refund may be reduced by the original outbound shipping cost, return shipping cost, carrier fees and a 15% restocking fee on the returned item's purchase price actually paid, including when the package is unopened. A single 15% fee applies; it is not stacked with another condition-based 15% fee.
These charges apply to customer-caused returns to the extent permitted by law, and do not apply to a return caused by our error or override a mandatory cancellation or refund right. Separate deductions must concern separate loss or cost; no loss is recovered twice. Refusal alone does not replace any required return authorization or cancellation notice.
European Union 14-Day Cooling-Off Period
Where EU, EEA or UK distance-selling withdrawal rights apply, consumers generally have 14 days after receiving goods to notify us of withdrawal without giving a reason, and another 14 days to send them back. An unequivocal email to support@candledippers.com is sufficient; no special form or return approval is required.
For a qualifying withdrawal we reimburse eligible payments, including standard outbound delivery, within the legal deadline. Where permitted, reimbursement may be withheld until we receive the goods or evidence of dispatch, whichever is earlier. Extra cost for a premium delivery service need not be refunded. You pay direct return costs only where properly disclosed before purchase and lawfully chargeable.
Reasonable inspection like that allowed in a shop does not by itself make goods non-returnable. Any deduction for handling beyond necessary inspection must follow applicable law; our flat restocking fee does not apply to a statutory withdrawal. Legal exceptions, such as genuinely personalized goods, apply only when their requirements are met. These rights and remedies for faulty goods prevail over contrary ordinary-return conditions.
Refunds
Once we receive and inspect an approved return, we will notify you whether the refund has been approved in full, approved in part, or denied.
If approved, the refund will be issued to your original payment method within 10 business days after approval. Please note that banks and card issuers may take additional time to post the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, contact support@candledippers.com.
Legally required refunds follow their applicable deadlines rather than an ordinary-return approval delay. We coordinate any refund with an open payment dispute to avoid duplicate reimbursement without delaying a refund the law requires.
Relationship to Other Policies
This Return & Refund Policy forms part of our Terms of Service.
Shipment, delivery, and transit-related issues are governed by our Shipping Policy. Covered defect claims, manufacturer warranty claims, and quality claims are governed by our Warranty & Product Guarantee Policy.