Overview

Due to the nature of this product, we will only accept returns for candles that have been damaged or broken due to transit/delivery only.

Proof of the damaged goods needs to be emailed to us: info@subtlescent.com  upon unboxing. We will not accept returns for any candle/s that have been lit or used in any way.These returns must be made within 7 days of your receipt of the product. 

Products are not eligible for refund, we will happily exchange your broken candle for a new one. Costs to return items is at the responsibility of the customer.

To start a return, you can contact us at info@subtlescent.com . If your return is accepted, we will send you a new item  on its way. Any Items sent back to us without first requesting a return will not be accepted.

Exchanges

• Eligibility: We accept exchanges for candles that are unused and in their original packaging within 14 days of purchase.
• Process: To initiate an exchange, please contact our customer service at info@subtlescent.com . Provide your order number and the reason for the exchange.
• Shipping Costs: Customers are responsible for the shipping costs associated with returning the item for an exchange. We will cover the shipping costs of sending the new item.

Refunds

Eligibility: We offer refunds for candles that arrive damaged or defective. Refund requests must be made within 14 days of delivery.

Process: To request a refund, please contact our customer service at info@subtlescent.com  . Provide your order number, a description of the issue, and photos of the damaged or defective item.

Processing Time: Once we receive your refund request, we will inspect the issue and notify you of the approval or rejection of your refund. Approved refunds will be processed within 5-7 business days.

Non Refundable

Custom or personalized candles

Sale items (unless they arrive damaged or defective)

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

General Conditions

Proof of Purchase: A receipt or proof of purchase is required for all exchanges and refunds.

Original Packaging: Items must be returned in their original packaging, along with any accessories, free gifts, or bonus items.

Need help?

Contact us at info@subtlescent.com for questions related to refunds and returns.