Refund policy
RETURN & REFUND POLICY
Returns
We have a 6-day return policy, which means you have 6 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, and in its original packaging.
To initiate a return, please contact us at info@essentialcandlesupply.ca
Approved returns must be sent to:
97 Barr Cres.
Aurora, ON
Canada L4G 0C2
If your item was delivered in good condition and you simply changed your mind, return shipping costs are the responsibility of the customer. We are not responsible for lost returns during transit. We strongly recommend using a tracked shipping service.
All applicable taxes, customs duties, and import fees are the responsibility of the customer.
All wax products are made in the USA and may be subject to customs procedures where applicable.
Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and resolve it promptly.
Damaged Items & Insurance Claims
We take great care in packaging our products; however, fragile items may occasionally be damaged during transit.
To process a damage claim you must contact us within 24 hours of delivery and provide clear photos of:
• The damaged product
• The original packaging
• The shipping box (including shipping label)
Do not discard the damaged item or any packaging materials (including the outer shipping box) until the insurance claim investigation is fully resolved.
Failure to provide the complete package for carrier inspection may result in claim denial.
Order Cancellations
If you wish to cancel your order before it has been shipped, a 3% non-refundable processing fee will be deducted from your refund.
This fee covers non-refundable transaction costs charged by payment processors (such as Shopify Payments or Stripe), which are not returned to us when a refund is issued.
Returns & Restocking Fees
If you choose to return an item for reasons other than damage (for example, change of mind), the following conditions apply:
A combined fee consisting of:
• 3% transaction fee
• $5.00 flat restocking fee
will be deducted from your refund amount.
This fee covers administrative processing, inspection, labor, and repackaging costs.
Customers are responsible for all return shipping costs. Items must be returned in their original, unused condition.
Exchanges
The fastest way to ensure you receive the correct item is to return the original item and place a new order once the return is approved.
Customers are responsible for:
• Shipping cost of the returned item
• Shipping cost of the replacement item
If there is a price difference for the exchanged product, the difference must be paid by the customer.
If an additional payment is required, a 3% transaction fee will be applied to the price difference.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
• Custom or personalized products
• Personal care goods
• Hazardous materials
• Clearance or final sale items
• Gift cards
Refunds
We will notify you once we have received and inspected your return. If approved, your refund will be issued to your original payment method within 10 business days.
Please note that banks and credit card companies may take additional time to process and post the refund.
If more than 15 business days have passed since approval, please contact us at info@essentialcandlesupply.ca