Refund policy
We take care in crafting every order. If something isn’t right, the following policy applies.
Returns
Unused, unburned items may be returned within 14 days of delivery.
To initiate a return, email tellus@viridiancrafts.com with:
- Your order number
- Reason for return
Items must be returned in original condition with all packaging included. We may request photos prior to approving a return.
Return courier fees apply unless the item is confirmed defective.
Items damaged due to mishandling during unboxing or after delivery are not eligible for replacement or refund.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery.
Email:
- Your order number
- Description of the issue
- Clear photographs (required)
Approved damaged or defective items will be replaced after inspection. We do not issue refunds for damaged items.
Minor cosmetic imperfections that do not affect performance are not considered defects.
Non-Returnable Items
The following are not eligible for return or exchange:
- Used or burned items
- Wax melts and Discovery Boxes
- Custom orders
- Sale or promotional items
- Gift cards
Exchanges
If you wish to exchange an unused item, contact us within 14 days. Once the return is approved, you may place a new order or request store credit.
Return shipping applies.
Order Cancellations
Orders may be cancelled within 24 hours of purchase.
Once dispatched, orders cannot be cancelled.
Refund Processing
Approved refunds are processed to the original payment method within 10 business days. Processing times may vary depending on your bank.
If more than 15 business days have passed since approval, contact tellus@viridiancrafts.com.