Refund policy
RETURNS & EXCHANGES
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We want you to be completely satisfied with your purchase. If you receive a damaged or incorrect product, please contact our customer service within 7 days of receipt, provide evidence and we will assist you with returns or exchanges.
We only replace items if they are damaged and you need to provide photo evidence. If the item is no longer available, the balance will be refunded to you in the form of a gift card, so you can buy the candle or product you want.
We do not accept changes or returns under any circumstances. Shipping and handling charges are always non-refundable.
Order Modifications/Cancellations
Please contact us immediately after placing your order if you need to make any modifications or cancel your order. Once the order is processed you can't make any changes.
Returns & Exchanges under Extreme Circumstances
To be eligible for a return, your item must be in the same condition that you received it, unopened, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
If you would like to make a return or exchange you have to contact us within 7 days of delivery and ship items back within 14 days of delivery.
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return or exchange.
To start a return, you can contact us at frances.heypause@gmail.com. Please note that returns will need to be sent to the following address: PR, United States.
If your return or exchange is accepted, you may know that buyers are responsible for return shipping costs. We’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not United States, shipping your goods may take longer than expected.
You can always contact us for any return questions at frances.heypause@gmail.com.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is damaged, broken, or if you receive the wrong item, so that we may evaluate the issue and make it right. I you don't contact us immediately, we may not be able to help you in that matter.
Certain types of items cannot be returned, like wick trimmers, matches, open or used candles, custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Returns
We will notify you once we’ve received and inspected your return to let you know if was approved or not.
Refunds
We do not accept refunds (exemptions apply) or cancellations. If there's an extreme situation you may contact us immediately and if we approved, you’ll be refunded in a form of a gift card (excluding shipping costs, taxes & fees), to use in your future purchases at heypause.co within 10 business days.
If more than 15 business days have passed since we’ve approved your refund, return or exchange, please contact us at frances.heypause@gmail.com.