Refund policy

Candle making supplies are heavy and costly to ship. To keep our pricing consistent for every customer, all sales are final.

If there's an issue with your order, we'll resolve it quickly. Here's how it works.

Returns and exchanges

We don't accept returns or exchanges for:

  • change of mind
  • ordering the wrong product, size or quantity
  • unopened or unused products
  • pre-order items once they have shipped

Not sure which wax, size or fragrance to order? Email us before you buy at info@essentialcandlesupply.ca and we'll help you choose.

When we'll make it right

We'll fix it at no cost to you if:

  • you received the wrong item (different from what's on your order confirmation)
  • an item is missing from your order
  • your order arrived damaged in transit
  • a product is defective on arrival

How to report a problem

  1. Contact us at info@essentialcandlesupply.ca with your order number:
    • Damaged in transit: within 24 hours of delivery.
    • Wrong or missing item, or a defect: within 3 days of delivery.
  2. Include clear photos of:
    • the product
    • the inside of the box, showing how it was packed
    • the outside of the box, including the shipping label
  3. Keep everything, including the outer shipping box and all packing materials, until your claim is resolved. Shipments are insured, and the carrier may need to inspect the package. Claims without photos or packaging may be denied by the carrier.

What happens next

Once we've reviewed your photos, we'll send a replacement, send the missing item, or refund the affected item to your original payment method. The remedy depends on stock. When the mistake is ours, we cover the shipping.

Please don't send anything back without talking to us first. Items returned without approval can't be accepted.

Order cancellations

  • You can cancel an order before it ships. A 3% processing fee is deducted from your refund to cover non-refundable payment processing costs.
  • Once an order has shipped, it can't be cancelled.
  • Pre-orders follow the same rule: you can cancel before they ship, with the 3% processing fee.

About the 3% fee: our payment processor charges this fee on every transaction and does not return it to us when an order is refunded. We pass on only that cost. We don't make any profit from it.

Refunds

Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to post it.

Orders shipping to the United States

  • Prices on our site don't include import duties, taxes or customs clearance fees. The buyer is responsible for all import charges.
  • US-made waxes (Blended Waxes and Golden Wax) are generally eligible for duty-free entry under CUSMA as US-origin goods. The carrier (for example UPS) will still charge a customs clearance (brokerage) fee to the recipient.
  • Other products (fragrance oils, dyes, jars, molds and tools) may be subject to US duties and tariffs, charged to the recipient.
  • Orders refused or abandoned because of duties or clearance fees are not eligible for a refund.

Questions

We're happy to help: info@essentialcandlesupply.ca

Thank you for your understanding, and for choosing Essential Candle Supply.