Refund policy
Serendipitous Wicks LLC Return & Refund Policy
We want you to love your intention candles and ritual tools. If something isn’t right, email us at contact@serendipitouswicks.com so we can help.
Standard Returns
You may request a return within 14 days after receiving an eligible, non-custom item. The item must be unused, in its original condition and packaging, with all inserts and labels included. Proof of purchase is required.
Contact us before mailing anything back. We’ll confirm eligibility and provide the return address and instructions. Returns sent without prior approval cannot be accepted.
Custom and Non-Returnable Items
Because personalized candles are created specifically for you, custom or personalized items are final sale. We also cannot accept returns for:
- Candles that have been lit or otherwise used, except when there is a clear manufacturing defect
- Sale items
- Gift cards
Damage, defects, or fulfillment errors are handled separately and are not excluded by this section.
Damage, Defects or Incorrect Items
If an order arrives damaged, defective, or incorrect, email contact@serendipitouswicks.com within five days of delivery. Include your order number, a description, and clear photos of the item and packaging. Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution.
Candle Care & Performance
Candle performance can be affected by first-burn length, wick trimming, and drafts. If you experience tunneling, a high flame, or another burn concern, contact us for support. We’re happy to help you get the best experience before you consider a return.
Exchanges
The quickest way to exchange an eligible item is to complete an approved return and place a new order for the item you want.
Refunds
After an approved return is received and inspected, we’ll notify you of the decision. Approved refunds are issued to the original payment method within 10 business days. Your bank or card provider may need additional time to post the credit.
If more than 15 business days have passed since your refund was approved, email contact@serendipitouswicks.com.
European Union Customers
If your order is shipped to the European Union, you have the right to cancel or return an eligible purchase within 14 days for any reason. Items must be unused, in their original packaging, and accompanied by proof of purchase. Nothing in this policy limits rights provided by applicable consumer law.
Questions?
Email contact@serendipitouswicks.com. Leah will be happy to help clarify whether your item is eligible.
With you,
Leah of Serendipitous Wicks LLC