Refund policy
Once your package arrives, inspect it for incorrect, missing, or damaged items. These must be reported to collinacandleco@gmail.com within 5 days of receipt/delivery. We will not be able to make any adjustments after said time. Some requests may require photos or documentation.
We cannot issue returns or refunds on sale items.
Unwanted Product Return: We do not offer a return or refund for unwanted products.
In the case of an incorrect item, your item must be unused and in the same condition in which it was received. Please contact collinacandleco@gmail.com with an attached photo of the incorrect item. You’ll also need the order number, receipt or proof of purchase. If the error is on our end, we will cover the cost of the return shipping. However, should this be a mistake when ordering, the customer will have to provide the return shipping (contact us at collinacandleco@gmail.com for address).
Broken or Damaged Products: No matter the care we put into our packaging, things can happen to cause damage to our products enroute. Should your product be damaged, please contact collinacandleco@gmail.com with an attached photo of the damaged item/s. You’ll also need the order number, receipt or proof of purchase. These situations will be handled on a case-by-case basis. It is very important to us that you receive your product in the way we intended it to arrive. We want you to be most happy with your purchase and we will do what we can to make that happen. We will refund your purchase amount for the broken or damaged product to the form of payment you used to place the order.
Our candles have been through many tests. It is important to follow the candle care guidelines found on this website (and the candle care card you should have received with your order). Following these guidelines should give you the best results from our candle. We cannot be responsible for a candle that has been burned with disregard for these guidelines. If we encounter any manufacturing issues with a product, we will make every effort to promptly notify customers whose products may have been affected.
IMPORTANT NOTE REGARDING HEAT: Wax products soften or melt in extreme heat. We will do what we can to alleviate this concern by using appropriate packing materials and shipping our products at the beginning of each week. However, we advise you to address your package to be dropped off where it can be stored inside immediately. We cannot assume responsibility for products that have been exposed to prolonged hot temperatures during shipping or after reaching their final destination.
To start a return, you can contact us at collinacandleco@gmail.com. Please note that returns will need to be sent to our address (contact us at collinacandleco@gmail.com for address).
You can always contact us for any return or refund question at collinacandleco@gmail.com. We will be most eager to make your experience with Collina Candle Co. a positive one.