Refund policy

We're confident you will enjoy our products — and we want you to! However, we understand that sometimes you may not be satisfied for a variety of reasons, or damages may have occurred, or we may have erred. In any such case, we still want to take good care of you.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please inspect your order upon reception and contact us immediately if an item is defective, damaged or if you receive the wrong item. We will happily work to make it right. 

Please read this entire policy, as it describes different situations that might apply to your situation.

Returns

If you are not satisfied with your order (or items within your order), you may request a return (with either exchange or refund) within the 30-day return window.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. 

To start a return, please contact us at support@foxvalleycandle.studio to obtain an RMA (return merchandise authorization) number. Please note that returns will need to be sent to the following address: 

Fox Valley Candle Studio
Attn: Returns <insert your RMA #>
115 E Ogden Avenue
Suite 117-138
Naperville, Illinois 60563


The return shipment must be postmarked within seven (7) calendar days of our return authorization date. Please note that you will be responsible for all shipping charges. Further, we strongly recommend that you utilize a shipment method that allows tracking.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return or order questions at support@foxvalleycandle.studio.


Damages and issues

If your order or an item in your order is damaged, defective or if there is some other issue (such as receiving the wrong item), please contact us immediately. Please contact us right away at support@foxvalleycandle.studio.

If your order arrived damaged, please send us an email within 48 hours of receiving your order along with photos of the damage (if possible) and a description of the damage as well. Report damaged products within 48 hours and before using your product for the first time. This will help us improve our packaging procedures or pursue the issue with our carrier.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

We cannot be held liable for for the condition of meltable products that become melted after being subjected to hot temperatures for extended periods. We strongly advise you to arrange to have your order delivered to an air-conditioned location, such as a business or home, where someone can receive your package. Packages left outside or subjected to hot temperatures are vulnerable to undesirable melting.

Certain items may not be eligible for returns, refunds, or exchanges (except in case of our error). These items may include discontinued items, clearance items, limited collections/releases and gift card purchases. These purchases are considered to be "final sales", ineligible for returns, refunds, or exchanges.

You can always contact us for any return question at support@foxvalleycandle.studio.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. However, when you contact us within for a return, we may elect to provide the correct item in exchange.


European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped by us into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and unused, with its original packaging.


Refunds

If there are any issues with your returned item, we will notify you. Assuming there are no issues, we will proceed with the refund (or exchange) and you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@foxvalleycandle.studio.