Refund policy
We strive to provide our customers with high-quality candles and exceptional customer service. We understand that sometimes issues may arise, and we are here to assist you. Please review our return policy below:
DAMAGED CANDLES: We accept returns for candles that are delivered damaged. If you receive a candle that is broken, melted, or in any way damaged during transit, please contact us within 5 days of receiving the order. We will require photographic evidence of the damaged candle(s) to process your return. Once approved, we will provide you with a replacement candle or a refund, whichever you prefer. CustomerCare@BelliniCandleCo.com
FRAGRANCE PREFERENCE: Please note that we do not accept returns based on personal fragrance preferences. We understand that scent preferences can vary greatly from person to person, and it is subjective. We provide detailed descriptions and fragrance notes for each candle on our website to help you make an informed decision before making a purchase. We encourage you to read these descriptions carefully before making a purchase. Feel free to reach out for assistance or even if you have any questions about our candies or scent profiles - CustomerCare@BelliniCandleCo.com
WICKING ISSUES: Since wood wicks are natural, sometimes they don’t perform to our standards. Despite our extensive testing, you might find that your wick is having trouble staying lit (self-extinguishing). This is not a common occurrence but it does occasionally happen. If this is happening to your candle, please take a short video and email us. We will help troubleshoot and if all else fails, send a replacement. CustomerCare@BelliniCandleCo.com
RETURN PROCESS: To initiate a return for a damaged candle, please follow these steps:
- Contact us via email within 5 days of receiving the damaged candle.
- Provide your order number, a description of the damage, and attach clear photographs of the damaged candle(s).
- Our customer service team will review your request and respond within 2 business days with further instructions.
- If your return is approved, we will provide you with a return shipping label.
- Once we receive the returned candle(s), we will inspect them to confirm the damage and process your refund or replacement accordingly.
EXCEPTIONS: Please note that the following situations are NOT eligible for returns:
- Candles that have been used, altered, or tampered with after delivery.
- Returns requested after the specified 5 days from the date of delivery.
- Returns without proper documentation, including order number and photographic evidence of the damage.
We appreciate your understanding and cooperation regarding our return policy. If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you and ensure your satisfaction with our products.
Bellini Candle Co - CustomerCare@BelliniCandleCo.com
