At Dune Candles, we strive to provide you with the highest quality handcrafted candles and exceptional customer service. However, we understand that there may be instances where you need to return or exchange a product. Our return policy is designed to ensure a seamless and hassle-free experience for you.
Eligibility for Returns
To be eligible for a return, please ensure that:
- The item is unused and in the same condition as when you received it.
- The item is in its original packaging, including any accessories, tags, or labels.
- You initiate the return process within [number of days] days from the date of delivery.
If you wish to return a product, please follow these steps:
- Contact our customer support team within the specified timeframe to initiate the return process. You can reach us via [contact details].
- Provide the necessary information, including your order number, the item(s) you wish to return, and the reason for the return.
- Our customer support team will guide you through the return process and provide you with a return authorization, if applicable.
- Carefully package the item(s) in the original packaging to ensure safe transportation.
- Ship the item(s) back to us using a reliable and trackable shipping method. The return shipping costs are the responsibility of the customer.
- Once we receive the returned item(s) and verify their condition, we will process the refund or exchange as per your request.
- Refunds and Exchanges
For eligible returns, we offer two options:
- Refund: Upon receiving and inspecting the returned item(s), we will initiate a refund to your original payment method. Please note that it may take [number of days] for the refund to be reflected in your account, depending on your payment provider’s processing time.
- Exchange: If you prefer to exchange the item(s) for a different product or variant, we will gladly assist you in finding a suitable replacement. Any price difference between the returned item(s) and the new item(s) may be applicable.
- Certain items are not eligible for return due to hygiene reasons or personalized nature. These include but are not limited to, custom-made candles with specific engravings or photographs. Please ensure that you carefully review the product details and customization options before placing your order.
Your satisfaction is our priority, and we are committed to addressing any concerns or issues you may have. If you have any questions or require further assistance regarding our return policy, please reach out to our customer support team. We are here to help.
Note: This return policy is applicable to online purchases made directly through our website. If you have purchased our products from a retail store or third-party platform, please refer to their respective return policies and procedures.