Refund policy

Thank you for your purchase! We hope that you love it as much as we loved creating it for you. However, in the event you are not completely satisfied with your purchase, please let us know so that we can do our best to make it right for you. We want to provide you with the best experience possible, so we take customer satisfaction very seriously.

RETURNS & EXCHANGES

Due to the nature of our products, used candles cannot be returned or refunded. If you have received a damaged or incorrect item, we will happily refund or replace the item as quickly as possible. We take every care to ensure your candles are properly protected during transit but appreciate that very occasionally damages may occur. We will replace the products damaged during delivery with the exact product damaged or provide a refund if photographic proof of damage is sent to us within 7 days of delivery.

If this happens, we've got you covered. Please email us a photo of the following ASAP:

  • A photo of the damaged item up close
  • A photo of the box, showing all packaging used to protect the item
  • A photo of the shipping label on the box

We hope that you'll be thrilled with your candles when they arrive but if anything isn't right, we are here to help. If you end up not loving the scent, you may ship the candle back. Once received and evaluated by our team, we will issue you a store credit for ashyegocandleco.ca.

You are also welcome to exchange your new and unused product for another candle of the same size and price within 30 days of purchase. To prevent ordering candles you do not like, please order a Discovery Box first or reach out with any questions via email before ordering, we are always happy to help!

All returns and exchanges must be postmarked within thirty (30) days of the purchase date. All returned items must be in new and unused condition (i.e., in condition received, not been lit, scratched, labels removed), with all original tags and labels attached and in original packaging. The buyer is responsible for the delivery cost on all returned items. We sadly cannot refund or replace candles that have been used.

Please note: the customer is responsible for paying for the return postage for any returned items. Store credit that is issued at any time does not include shipping — this is the responsibility of the customer. We cannot accept exchanges, returns or refunds on sale items, gift cards, limited edition/collaboration items, or any item that is older than 30 days since date of purchase.

RETURN PROCESS

To return an item, please email customer service at ashyegocandleco@gmail.com to obtain a Return Merchandise Authorization (RMA) number and address for returns. After receiving an RMA number, place the item securely in its original packaging and the return form provided, then mail your return to the address provided with the RMA.

Please note, you will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least ten (10) days from the receipt of your item to process your return or exchange. Refunds may take 1–2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when your return has been processed.

EXCEPTIONS

The following items cannot be returned or exchanged:

  • Sale items or discounted items
  • Limited edition/collaboration items
  • Used candles or products
  • Gift cards
  • Products ordered more than thirty (30) days prior
  • For defective or damaged products, please contact us at ashyegocandleco@gmail.com to arrange a refund or exchange.

PLEASE NOTE

This return policy is only applicable to purchases made at www.ashyegocandleco.ca. Purchases made at retailers carrying Ashy Ego Candle Co. are subject to the respective store's return policy.

Stolen packages, packages delivered to the wrong address, or entering your address incorrectly are not the responsibility of Ashy Ego Candle Co. You will be prompted to file a claim through the carrier for a full refund — a mishap such as this is completely out of our hands and is solely the responsibility of the carrier.

Please always double-check your shipping address at checkout. If you input the wrong address, the package will be returned to Ashy Ego Candle Co. and there will be a $10.95 re-ship fee since we don't get a refund on shipping when it's returned to sender and we have to pay for shipping twice.