Guarantee & Returns:
Returns are on a case by case basis only due to the nature of some products; any "made to order" item cannot be returned. Contact our customer service to see if your item qualifies. If an item qualifies, returns are for merchandise totals only, shipping charges are a contracted service and cannot be refunded. Returns are to be sent, in their original, unused condition, by insured mail to the address above within 30 days from the invoice/sales receipt date. We are not responsible for any package shipped without insurance. Credits will not be issued for items not returned via insured mail. Returns will not be accepted without a Return Authorization Number (RAN).
When the return is received we will process the refund as long as the item is in resalable condition. We will contact you if this is not the case and the item will be returned to you. Refunds may take up to one month to show on your statement.
In the case of broken or damaged items we will process each case individually. While this is rare, less than .08% of our packages arrive with any damage, it is not impossible. To file a claim with our shipping providers it is necessary to have proof of damage, i.e. damaged item(s), original packaging including the outside box, packing material (peanuts and/or bubble wrap). Do not discard any items until contacted by either the Staff at Heather's (dba Soy Works Candle Co.) or the shipping provider. If damaged items and packaging are thrown away a credit/refund cannot be issued and replacement products cannot be sent under any circumstances.
When the return is received we will process the refund as long as the item is in resalable condition. We will contact you if this is not the case and the item will be returned to you. Refunds may take up to one month to show on your statement.
In the case of broken or damaged items we will process each case individually. While this is rare, less than .08% of our packages arrive with any damage, it is not impossible. To file a claim with our shipping providers it is necessary to have proof of damage, i.e. damaged item(s), original packaging including the outside box, packing material (peanuts and/or bubble wrap). Do not discard any items until contacted by either the Staff at Heather's (dba Soy Works Candle Co.) or the shipping provider. If damaged items and packaging are thrown away a credit/refund cannot be issued and replacement products cannot be sent under any circumstances.
