- We are proud to stand 100% behind our products. Your satisfaction is always our top priority, and we pride ourselves in our hassle-free Return and Exchange Policy. If, for any reason, you are not completely satisfied with your purchase, we will be happy to facilitate an exchange or a return to ensure your complete satisfaction. Unauthorized returns are subject to a 15% restocking fee, and we do not accept returns on customized products. Refunds will only be made to the original payment within 7-10 days of receiving the return.
- You can return purchased items anytime for an exchange or full refund (less shipping charges), subject to our Return Conditions. We do not accept returns on customized products. Items not defective must be returned in NEW (unopened, unused, untested, and resalable) condition, in the original manufacturer packaging, with all the original contents included. There are usually no restocking fees for the return of items meeting the requirements mentioned above, providing they do not fall under our Return Policy Exceptions. Refunds will only be made to the original payment within 7-10 days of receiving the return.
- For your protection, items must be returned shipping prepaid, insured for the total value, and safely wrapped to prevent shipping damage. All charges related to the return of items to Aphro Candles are the customer's responsibility unless the item was defective or damaged in transit, you received the wrong item, or the fee is prohibited by law. We recommend a shipping method that is traceable so that your shipment will not be lost in the mail. We cannot be responsible for defects or damage caused by customer error. Our total liability is limited to the refund of the purchase price of the merchandise.
- If your order was lost or damaged in transit, we will gladly offer you a replacement or a refund in the form of the original payment method after the lost or damaged items have gone through our loss and damage investigation procedure. Replacements will be shipped by using the shipping method that the customer selected on the original order.
- Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, promotional items included. For your protection, items must be returned shipping prepaid, insured for the total value, and safely wrapped to prevent shipping damage.
- Items that have been used by the customer or items that have been damaged by use cannot be returned to us. We also cannot accept returns on orders where a promotional item has not been replaced with the order. For example, if you bought an item with a free extra product. These ‘extras’ must be included with your return to qualify for a full refund.
- When repacking an item for return, please include all the free and promotional items that came with your order, as well as all applicable accessories. Generally, as a “rule of thumb," you should return the items to us the same way we sent them to you - in the same condition and with all the original contents. If a promotional item is missing, its value will be added to the actual price you paid for the order, thus reducing the refund amount if such is issued.
Return Policy Exceptions
We are unable to accept returns or exchanges on the following items:
- If an item has been used, we cannot accept its return.
- Unauthorized returns are subject to a 15% restocking fee
- Customized or personalized products.
- Special order items, including promotional and corporate gifts and merchandise.
- All claims for credit, shortages, dissatisfaction, and damages must be placed within 15 days of receipt of merchandise.
- Shipping and gift-wrapping charges are non-refundable, except if Aphro Candle shipped you the wrong items. Customers receiving free shipping will be charged the exact shipping charge if their order is returned for a refund of the original purchase price.
- Customer will be charged an additional SHIPPING fee for any refused or undelivered shipment due to the customer's incorrect address entered on the order form, which must refunded. Any order that needs to be re-shipped will be charged at the exact shipping charges that apply to the original order.
What happens if my item arrives damaged or is lost?
- All shipped items are insured. Inspect your order immediately upon delivery. It is unlikely that anything will be damaged as we pack our orders well. If you detect visible physical damage or missing items, email or call us immediately if damage has been detected.
- If you receive damaged merchandise or do not receive it at all, the carrier will need to conduct an investigation. Please contact us immediately about the problem within three business days of receipt of the merchandise or three days after the scheduled delivery date in case of non-receipt. In case of damage, DO NOT discard any shipping materials and manufacturer’s packaging. Please re-seal the damaged products using the original packaging materials. You must hold the package for at least eight business days. If Fed Ex does not contact you to pick up the damaged merchandise for damage inspection, they waive the review, and the merchandise can be discarded.
We do charge a restocking fee for unauthorized returns. There is no restocking fee for Authorized returns of unopened, unused, and untested items. Authorized Items are subject to a %15 restocking fee. Refunds will only be issued for the things returned to us with an RMA. This means that an item must be in sellable as new condition. So that you know, restrictions apply (see Return Policy Exceptions for more details). We reserve the right to refuse to issue credit for any item that has been used, misused, or damaged. We also reserve the right to charge a restocking fee of up to 15% on returns of opened products.