We want you to have an exceptional experience with Scentual. All of our candles are hand poured with love and care in small batches. Pouring in smaller batches allows us to pay attention to each detail while creating a finished product for our customers. Even with the best of efforts, mistakes can happen. Please review our policies below if you are not completely satisfied with your purchase.
Did your order arrive damaged?
Please take a photo of the damaged product and send us an email with your order number to email@example.com or complete the “Contact Us” form. Upon receiving your feedback, we will determine whether a refund or a re-ship of your item (at no cost to you) is due.
Did your order arrive with an incorrect item?
If the items you received do not match the items you ordered, please send us an email at firstname.lastname@example.org or complete our “Contact Us” form to let us know. One of our customer service team members will be more than happy to correct your order.
Please contact us at email@example.com within 7 business days of receiving your product to initiate a return. To be eligible for a return, your item must be unused and in the same condition that you received it. Any item not in its original condition, damaged or missing parts for reasons not due to our error will not be accepted. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Refunds will be processed, and a credit will automatically be applied to your original method of payment, within 48 hours of the resolution of your claim.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.