Refund policy
We truly hope you love every product you purchase from Rekindle, but if you are not satisfied with your purchase we definitely want to help! Please reach out to us through our email, hello@rekindlecandle.co, within 30 days of your order's delivery and we can work to resolve your issue. Please follow the steps below to complete your return or exchange process.
1) Make sure that the products you wish to return or exchange are unused. We cannot accept candles that have already been burned.
2) Email us at hello@rekindlecandle.co and include your order number and your request in the subject line to help us assist you better. For example:
#B9999 - return request
#B9999 - exchange request
3) Pack your order back up and send it back to us at this address:
Rekindle Candle Co
109 N. Broad St.
Monroe, Ga 30655
You can purchase your shipping label through us for discounted rates. Unfortunately, we are unable to cover the shipping costs of bringing your items back to our shop. But if you have an exchange, we will cover the cost of sending your new items to you. You are also welcome to stop by our store and we will take care of everything for you.
4) As soon as your items make it back to us, you will receive a full refund for your returned products, or replacement products will then be sent out to you if you are looking for an exchange. Your refund will be processed back onto the original method of payment.
Note: We cannot accept discontinued products or gift cards for returns or exchanges. Shipping costs are non-refundable.
International (out of USA) Customers
Customers purchasing from outside of the US are responsible for paying all VAT taxes. Rekindle Candle Co cannot collect funds for VAT taxes to be paid ahead of time. If VAT taxes are going to be charged for your order, you will be notified by the Customs in your country. Please refer to the policy of your local Customs office for any further information.
Damaged or Defective Candles
If you have an immediate issue upon receiving your order, such as items damaged in shipping, please reach out to us as soon as possible with photos of the problem so we can help you out quickly! If you have any questions you can email us at hello@rekindlecandle.co. Please include your order number and your request in the subject line to help us assist you better.
For example:
- #B9999 - damaged during shipping
SHIPPING POLICY:
All orders are processed within 3-5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
Local Pick-up: You can skip the shipping fees with free local pickup at [list the locations where in-store pickup is available]. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within X to X business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are [store hours] on [available days of the week]. Please have your order confirmation email with you when you come.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at support@email.com with your name and order number, and we will look into it for you.