Refund policy

Return Policy

Effective Date: July 31, 2025

  • Return, Exchange & Refund Policy

    Unused, Full‑Price Items

    • Returns or exchanges accepted within 14 days of delivery date.

    • Candle must be unused, unlit, and in its original packaging.

    • Customer pays for return shipping; original shipping cost is non‑refundable.

    • After inspection and approval, we issue a refund or store credit.

     

    Damaged or Defective Items

    • Report within 7 days of delivery.

    • Email us with your order number, description, and photo(s) of damage.

    • We’ll cover return shipping and ship a replacement or issue a full refund.

     

    Non‑Returnable Items

    • Custom or personalized candles, sale items, gift cards, or personal care products (if applicable).

    • Items that are used, burned, or not in resalable condition.

     

    3. Refund Processing

    • Once your item is received and approved, refund will be issued via the original payment method, within 5–10 business days.

    • If original shipping was included in your order, that cost is not refunded.

    • For exchanges: once we receive the returned candle, we’ll ship the replacement within 1–3 business days.

     

    4. How to Initiate a Return or Report an Issue

    1. Email us at info@lilyandlavendercompany.com with your order number, delivery date, description of issue, and photos (if applicable).

    2. For approved returns, we’ll send you instructions and provide a prepaid shipping label only for damaged items.

    3. Mail the item back in its original packaging.

    4. Once received and verified, refund or replacement is processed promptly.

    5. Special Cases

    • International orders: Customer is responsible for any applicable duties, customs, or taxes.

    • Weather-related damage (e.g. melting): We will review damage claims on a case-by-case basis.

    • Please save all original packaging and product labels for any claims.