Exchange and Refund Policy

SOLARA CANDLE CO always strives to provide customers with products of a high quality and standard. If an item falls short of your expectations, you receive a different item to what you ordered or require an exchange or refund.

Please contact our customer service team via the Contact Us form and a customer service representative will be in touch with next steps for a resolution.

Website Exchanges

If you wish to make an exchange of your recent purchase you have up to 30 days from the date of your purchase to do so.

In order for an exchange, you must provide ‘Proof of purchase’ (receipt of your purchase/transaction) and all items should be returned in the following condition:

Unused
Products should not be damaged or altered in any way
Products should be free from scratches, marks or dirt
All labeling and packaging must also be returned including the branded box, tags and product care information, which should be unaltered in any way. (re-sellable condition)

Please note that if an item is to be returned, it is the customers responsibility to return the items via a registered tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit. By using a tracked system it will ensure the customer is covered until the goods reach our warehouse.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution.

Website Refunds

If you wish to obtain a refund of your recent purchase you have up to 30 days from the date of your purchase to do so.
In order for a refund you must provide ‘Proof of purchase’ (receipt of your purchase/transaction) and all items should be returned in the following condition:

Unused
Products should not be damaged or altered in any way
Products should be free from scratches, marks or dirt
All labeling and packaging must also be returned including the branded box, tags and product care information, which should be unaltered in any way. (re-sellable condition)

Please note that if an item is to be returned, it is the customers responsibility to return the items via a registered tracked postal or courier service at their own expense. We are in no way responsible or liable for goods that may go missing or be lost in transit, by using a tracked system it will ensure the customer is covered until the goods reach our warehouse.

On receipt of returned goods they will be reviewed and a customer service representative will be in touch with next steps for a resolution

If a refund is processed it will be in the following way:

Credit Card - Your refunded amount will be credited to the same account in which you used to make your initial purchase/transaction..

PLEASE NOTE: Customers seeking to return used and opened products, please be advised that they will not be accepted as products are made to order.

PLEASE NOTE: We do not offer exchanges or returns for custom made orders due to 'Change of Mind'.

PLEASE NOTE: If you are seeking an exchange or refund on a gift item. The best course of action to take prior to contacting us, is to make contact with the person who gave you the gift and ask them for a receipt, online order number or bank statement showing the purchase, date and amount. On receipt of this information, we will then be able to look at the matter and provide advice, information or next steps for a resolution. We require 'Proof of Purchase' and are under no obligation to provide a remedy without it being provided to us to assist with our review of the enquiry.

PLEASE NOTE: Gift items exchange or refunds depend on the terms of sale under which the gift item was purchased. 'Proof of Purchase' is a requirement for any claims for gifted items.

PLEASE NOTE: We do not offer refunds on any postage or courier shipping costs.