Refund policy

Due to the nature of our handmade home-fragrance products, retail sales are final. If an order arrives incorrect, defective, or damaged, contact shop.collectivecandlesco@gmail.com within 5 days of delivery with the order number and clear photos of the product and shipping packaging.

For verified transit loss or damage, orders that include shipping protection qualify for replacement merchandise or merchandise credit, depending on availability. If shipping protection was not purchased, we will review the circumstances and work with the customer when reasonably possible, but a refund or replacement is not guaranteed. Incorrect items and packing mistakes are handled directly by Collective Candles Co. regardless of shipping protection.

Wholesale orders

All wholesale products are made to order. Wholesale sales are final except for verified manufacturing defects, packing errors, shortages, or transit loss or damage. Unsold inventory, slow sell-through, fragrance preference, seasonal leftovers, and buyer ordering errors are not returnable.

Wholesale customers must inspect shipments promptly and report visible or concealed damage, shortages, or incorrect items within 5 business days of delivery. Include the order number and clear photos of the outer carton, shipping label, packing materials, and every affected unit. Do not discard damaged products or packaging until the claim is resolved.

Protected wholesale shipments qualify for replacement merchandise or merchandise credit for verified transit loss or damage, depending on availability. Unprotected transit claims are reviewed case by case and are not guaranteed. Packing errors and verified manufacturing defects remain the responsibility of Collective Candles Co. regardless of shipping protection.

Any return exception must be approved in writing before shipment. Unauthorized returns will not be accepted. Custom or retailer-exclusive products are nonreturnable except for verified defect or error.