Returns and Exchanges
At Viridian Candle Company, we're committed to creating enchanting products that allow you to transport yourself into the magical worlds of your favorite stories. We understand that selecting scented products online can be a bit tricky, and we're here to make your experience as delightful as possible.
Returning Your Order: If you receive a candle that doesn't captivate your senses right out of the box, you have the option to return it within 14 days from the date you received it. To initiate the return process, please follow these steps:
- The product must be returned unburned and in its original condition, with all the original packaging, tags, cards, and papers.
- Email us at tellus@viridiancrafts.com with your order number, the reason for your return, and if you're interested in an alternative item.
- We will provide you with the return address, and may request photos of the item.
- Once we receive the package at our warehouse, we will inspect it to ensure nothing is broken or missing and inform you of the approval or rejection of your refund. Please refer to the "refund eligibility" section for reasons that may lead to a refund rejection.
Damages and Issues: If you received the wrong item or if your items arrived damaged or defective (e.g., a candle with no wick), we are here to make it right. Please contact us within 7 days of receiving your package at tellus@viridiancrafts.com, providing your order number, details, and photos of the damaged or defective item. We are unable to offer refunds for damaged and defective goods but will replace them.
Exceptions / Non-Returnable Items: Certain product types, such as wax melts or custom orders, cannot be returned due to the nature and purpose of these products. Our Discovery Boxes are also non-returnable and non-exchangeable. If you have questions or concerns about specific items, please get in touch. Note that returns are not accepted for sale items or gift cards.
Exchanges: To ensure you find the perfect product, we recommend trying our Discovery Box to experience all our scents. However, if you change your mind about the product you received and wish to exchange it, please contact us within 14 days of receiving your purchase at tellus@viridiancrafts.com. We will assist you in returning the item to us for a refund, allowing you to place a new order through our online store.
Delivery Fees for Exchanges and Refunds: We value your support, which helps us grow as a small business. As we have one warehouse located in Johannesburg and work with courier companies to serve customers nationwide, we cannot offer free delivery for exchanges and refunds. You are responsible for the courier costs to return the original item to us in perfect condition. If you need assistance with product selection, please reach out, and we'll be delighted to help.
Order Cancellations: Mistakes happen. If you wish to cancel your order, please let us know immediately so we can assist you before the shipment. Once your order has been dispatched, we won't be able to cancel it, as it will already be on its way to you.
Refunds: We will promptly notify you once we receive and inspect your return. If your refund is approved, it will be automatically processed back to your original payment method within 10 business days. Please keep in mind that it may take some additional time for your bank or credit card company to complete the refund process.
If more than 15 business days have passed since we approved your return, kindly contact us at tellus@viridiancrafts.com. Your satisfaction is our priority, and we're here to assist you every step of the way.