Return & Refund Policy

By making a purchase from our store, you acknowledge and agree to adhere to this policy.

1. Policy Period & Eligibility

• Standard Return Window: Our standard return and exchange policy lasts for 30 calendar days from the date of purchase. After 30 days, we cannot offer a refund or exchange.
• Holiday Extension: For purchases made during the holiday season (December 1 through December 31), the return window is extended to 45 days from the purchase date.
• Item Condition: To qualify for a return, items must be unopened, unused, in their original packaging, and in the exact condition received.
• Excluded Items: Only regular-priced items are eligible for a return. All sale, discounted, promotional, and liquidation items are final sale and cannot be refunded.

2. Final Sale / Non-Returnable Products

Due to the nature of certain raw materials and safety standards, all sales of the following items are strictly final:

• Liquids & Aroma Chemicals: Fragrance Oils, Incense Oils, Diffuser Oils, Dipropylene Glycol (DPG), etc.
• Waxes & Resins: All candle waxes, resins (Rosin), and candle-making kits. Once purchased, these items cannot be returned, exchanged, or refunded under any circumstances.

3. Return Shipping & Processing Fees

Eligible items can be returned in person at our warehouse or shipped back using a carrier of your choice at your own expense. The following conditions apply to returns and order cancellations:

• Shipping Costs: Original shipping costs are non-refundable.
• Cancellation Fees: A 25% fee based on the total order value (including shipping and taxes, with a minimum charge of $20 CAD) applies to all cancellations. This fee is assessed regardless of whether the order has been prepared, shipped, or collected.
• Refund Processing: Once your return is received, please allow up to five (5) business days for inspection and approval. Approved refunds are issued strictly to the original method of payment. Please note that your bank or credit card issuer may require additional processing time before the funds appear in your account.

4. Order Modifications & Pickup Changes

• Modifications: Once placed, orders enter our fulfillment queue immediately and cannot be modified (no adding, replacing, or removing items). If an order cancellation is requested after a modification has been declined, the standard 25% cancellation fee ($20 CAD minimum) will apply.
• Pickup to Shipping Conversion: Orders placed for local pickup can be converted to delivery by paying the applicable shipping fee via Interac e-Transfer. Please use our dedicated Order Modification Tool to complete this request.

5. Address Corrections & Undeliverable Orders

• Address Accuracy: Orders are fulfilled using the exact name and address provided at checkout without manual adjustments. If an address error occurs, any address modification or correction fees billed by the carrier will be passed on to you.
• Returned Shipments: If a package is returned to us by the carrier due to incorrect shipping details, an unclaimed delivery, or a refused package, you are responsible for the return shipping fees.
• Reshipping vs. Cancellation: To reship a returned package, new shipping fees must be paid. If you choose to cancel the order instead, all original shipping fees, return freight charges, and the 25% cancellation fee ($20 CAD minimum) will be deducted from your final refund balance.

6. Lost or Damaged Shipments (Carrier Fault)

Once a package leaves our warehouse and is handed over to the courier, logistics safety becomes the responsibility of the carrier.

• Without PV-Protection: We are not liable for shipments lost or damaged in transit. We cannot offer complementary replacements or refunds. However, if a carrier declares a package lost, please notify us immediately; we will initiate an official claim on your behalf and keep you updated throughout their review. This process could take up to 30 days.
• With PV-Protection: Orders that are partially or completely lost or damaged in transit are eligible for a 100% complimentary replacement only if PV-Protection was purchased at checkout. More details in this link.
• Reporting Transit Damage: If your package arrives damaged, you must notify us within 3 calendar days of delivery (including weekends and holidays) with clear, unedited photographic evidence of both the packaging and the damaged items to comply with courier insurance claim windows.

7. Missing Units or Incorrect Items

Please inspect your order immediately upon arrival. Any discrepancies must be reported within 3 calendar days of delivery (including weekends and holidays).

• Missing Items: Claims submitted after the 3-day window cannot be verified or accepted, and we will be unable to issue refunds or ship missing units. You must provide clear, unedited photos of the outer shipping box, packing slip, and contents received.
• Incorrect Items: If you receive an item you did not order, please notify us within the 3-day window. We will issue a prepaid return shipping label.
  • Note for Pickup Orders: Prepaid return labels are not provided for orders originally placed for local pickup, as no shipping service was purchased. Customers are responsible for returning incorrect items to our facility.
  • Exchange Procedure: To ensure inventory accuracy, the correct replacement item will be dispatched or handed over only after the incorrect item has been successfully returned to our warehouse—no exceptions.

This policy is in place to ensure fairness and to help us process and resolve claims efficiently. We appreciate your understanding and cooperation.

Contact us for any questions related to refunds and returns.