Refund policy

RETURN & REFUND POLICY

Our promise
We want every order to feel like a Caribbean escape. If something isn’t right, we’ll make it right.

Contact window
- Please contact us within 5 days of delivery for any issue so we can resolve it quickly: info@chaconiacandles.com
- Include your order number, a brief description, and photos if your item arrived damaged or incorrect.

Eligibility for returns
- Condition: Unused and in original packaging.
  - Candles: unburned, wicks untrimmed.
  - Perfume/room + linen sprays/reed diffusers: unopened, seals intact.
  - Sets and duos must be returned complete.
- Timing: Once approved, ship your return within 10 days.

Non‑returnable items
- Opened or used fragrance products
- Burned/used candles
- Final sale/Last Chance items, gift cards, and custom or limited event items

Damaged, defective, or incorrect items
- If your order arrives damaged, defective, or we sent the wrong item, contact us within 5 days with photos. We’ll replace or refund and provide a prepaid return label if a return is needed.

Change‑of‑mind returns
- If you decide a scent isn’t for you and the item is eligible (unused/unopened), we’re happy to help.
- Return shipping is the customer’s responsibility for preference returns. If your original order shipped free, we may deduct the outbound shipping cost from the refund.

Exchanges
- Like‑for‑like exchanges are available for eligible, unopened items. Start by emailing us within 5 days of delivery.

Refunds
- Refunds are issued to the original payment method once your return is received and inspected. Please allow 3–5 business days for processing and an additional 3–10 business days for your bank to post the credit.
- Shipping fees are non‑refundable unless we made an error.

Lost or stolen packages
- Once a package is marked delivered by the carrier, please check with neighbors. If you still can’t locate it, email us, we’ll help guide next steps and file a claim when applicable.

How to start a return
- Email info@chaconiacandles.com within 5 days of delivery.
- Include: order number, item(s), reason for return, and photos if damaged/incorrect.
- We’ll reply with next steps, a return authorization, and a label if applicable.

Notes
- We reserve the right to refuse returns that do not meet the conditions above.
- We currently ship within the U.S. (including AK, HI, and PR). No international returns at this time.