Refund policy
Last updated: July 17, 2026
At CandleNest.store, we believe that a calm and welcoming home begins with products that feel thoughtfully chosen. Our candles and home-fragrance items are selected to bring warmth, comfort, and understated Scandinavian-inspired beauty into everyday spaces. We want every order to arrive in excellent condition and meet the expectations created by our product descriptions and images.
This Return and Refund Policy explains how returns, refunds, replacements, cancellations, damaged items, and other order-related concerns are handled. By placing an order through CandleNest.store, you acknowledge that you have reviewed and agreed to the terms outlined below.
For questions regarding this policy, please contact us at:
CandleNest.store
1830 Rue de l'Estoc
L'Ancienne-Lorette, QC G2E 6K7
Canada
Email: support@CandleNest.store
Phone: (416) 416-7290
1. Return Period
CandleNest.store accepts eligible return requests submitted within 30 calendar days of the confirmed delivery date.
The delivery date is determined by the tracking information provided by the shipping carrier. When tracking information is unavailable or incomplete, we may use other available delivery records to determine when the order was received.
A return request must be submitted to our customer support team within the 30-day return period. Requests made after this period may not be accepted unless required by applicable consumer protection law.
Contacting us within the return period does not automatically guarantee approval. Each request is reviewed according to the eligibility requirements described in this policy.
2. Return Eligibility
To qualify for a return, an item must generally meet the following conditions:
The item must be unused, unlit, unworn, and in the same condition in which it was received.
The item must not show signs of burning, melting, fragrance use, wax damage, smoke exposure, alteration, or improper handling.
The original product packaging, labels, protective materials, inserts, accessories, and gift packaging must be included whenever reasonably possible.
The customer must provide valid proof of purchase, such as an order number, confirmation email, or receipt.
The return request must be approved by CandleNest.store before the item is sent back.
Candles that have been lit or used cannot normally be returned for reasons relating to scent preference, burn performance caused by improper candle care, or a change of mind. Once a candle has been burned, its condition may be affected by wick trimming, burn duration, placement, airflow, and other factors outside our control.
3. Items That Cannot Be Returned
Certain products may not be eligible for return for safety, hygiene, customization, or condition-related reasons. Non-returnable items may include:
Used or partially burned candles
Products with melted, scratched, broken, stained, or altered wax caused after delivery
Items returned without original components or packaging
Customized, personalized, engraved, or made-to-order products
Gift cards or store credits
Clearance, final-sale, or discontinued products marked as non-returnable at the time of purchase
Products damaged by misuse, neglect, improper storage, excessive heat, freezing temperatures, direct sunlight, water, or incorrect candle-care practices
Items returned without prior authorization
Products purchased from another retailer or marketplace rather than directly from CandleNest.store
Where required by law, these exclusions will not limit any mandatory rights available to the customer.
4. How to Request a Return
To begin a return request, contact our customer service team at support@CandleNest.store.
Please include the following information:
Your full name
Your order number
The email address used to place the order
The name and quantity of the item you wish to return
A clear explanation of the reason for the return
Photographs or videos when the item is damaged, defective, incorrect, or incomplete
Our team will review the request and provide instructions if the return is approved. Return instructions may include the return address, packaging requirements, documentation, and any applicable deadline for sending the parcel.
Please do not return an item without first receiving approval. Unauthorized returns may be refused, delayed, or sent back to the customer.
5. Return Authorization
An approved return may include a return authorization number or other identifying information. This information must be included inside or clearly attached to the returned package when requested.
Return approval is valid only for the specific product and quantity confirmed by our support team. Adding other items to the parcel without approval may delay processing or prevent those items from being refunded.
An authorization to return a product does not guarantee a refund. All returned items are inspected after arrival. A refund is issued only after the item is confirmed to meet the applicable return requirements.
6. Return Shipping Costs
Unless otherwise stated by our support team, customers are responsible for return shipping costs for returns based on:
A change of mind
Ordering the wrong item
Ordering the wrong quantity
Personal scent preference
A product no longer being wanted
A package that was correctly delivered but refused without authorization
When a return results from an error by CandleNest.store, such as receiving the wrong item or receiving an item that was damaged before delivery, we may provide a prepaid return label, reimburse reasonable return shipping costs, offer a replacement, or issue another appropriate resolution.
Original shipping charges, expedited shipping fees, customs charges, taxes, and handling fees are generally non-refundable unless the return was caused by our error or reimbursement is required by law.
7. Packaging Returned Items
Customers are responsible for packaging returned items carefully.
Candles and glass containers should be securely wrapped to prevent movement and breakage during transit. Products should be placed inside a durable shipping box with adequate protective material. Returning an item only in its retail box may not provide sufficient protection.
We are not responsible for damage that occurs because a returned product was packed inadequately. If the product arrives broken, melted, incomplete, or otherwise damaged during return transit, the refund may be reduced or denied.
We recommend using a tracked shipping service and keeping the shipping receipt until the return is completed. CandleNest.store cannot guarantee receipt of a return sent without tracking.
8. Inspection of Returned Products
After an approved return is delivered to us or to our designated return facility, the item will be inspected.
The inspection may assess:
Whether the correct item was returned
Whether the product has been used or lit
Whether the wax, wick, container, label, lid, packaging, and accessories are intact
Whether the item has been altered or damaged
Whether the returned quantity matches the approved return quantity
Whether the item complies with the instructions provided by our customer support team
We aim to complete inspections within a reasonable period. Processing times may be longer during holidays, sales events, severe weather disruptions, or periods of unusually high order volume.
9. Refund Processing
When a return is approved after inspection, the refund will generally be issued to the original payment method used for the order.
Depending on the circumstances, the refunded amount may include the purchase price of the approved returned item. Original shipping charges and optional delivery upgrades are not normally refunded unless required by law or the return resulted from our error.
After a refund is issued, the payment provider or financial institution may require additional processing time before the amount appears in the customer’s account. This time is controlled by the bank, credit card issuer, payment platform, or other financial institution and is not controlled by CandleNest.store.
Customers will normally receive a confirmation email after the refund has been processed.
10. Partial Refunds
In some circumstances, CandleNest.store may issue a partial refund instead of a full refund.
A partial refund may apply when:
The product is returned with missing packaging or accessories
The item shows handling beyond what is reasonably necessary to inspect it
The product has been damaged after delivery
Only part of a bundle or set is returned
A promotional item or free gift included with the order is not returned
The item has lost value because of improper storage, use, or return packaging
Any reduction will be based on the condition and value of the returned item and will be applied only where permitted by law.
11. Damaged or Defective Products
Please inspect your order soon after delivery.
If an item arrives damaged, defective, leaking, cracked, melted, broken, or otherwise unusable, contact us as soon as reasonably possible at support@CandleNest.store.
Include:
Your order number
A description of the issue
A photograph of the entire product
A close-up photograph of the damage or defect
A photograph of the shipping box and label
A photograph of any visible damage to the outer packaging
Do not discard the product, packaging, or shipping materials until our team has reviewed the request. These materials may be needed to assess the issue or submit a claim to the carrier.
Depending on availability and the circumstances, we may offer a replacement, refund, store credit, or another suitable resolution.
Minor variations in wax appearance, fragrance colour, label alignment, vessel finish, or handmade details are not always considered defects. Natural wax products may display frosting, slight colour variation, small surface marks, or changes caused by temperature. These characteristics can be normal and do not necessarily affect product quality.
12. Incorrect or Missing Items
If you receive the wrong product, the wrong quantity, or an incomplete order, contact us promptly.
Please provide photographs of the products received, the packaging, and the shipping label. We will compare the information with the order record and work toward an appropriate solution.
Do not use, light, alter, or dispose of an incorrect item before receiving instructions. We may ask for the item to be returned.
13. Scent Expectations
Fragrance is subjective and may be experienced differently by each person. Product descriptions are intended to communicate the general fragrance family, character, and mood of a candle, but they cannot guarantee that every customer will perceive the scent in the same way.
Differences in room size, ventilation, temperature, humidity, scent sensitivity, burn time, and surrounding fragrances may affect how a candle smells.
An opened but unlit candle may be eligible for return when it remains in resalable condition and otherwise complies with this policy. A candle that has been burned is generally not eligible for return solely because the customer does not prefer the fragrance.
14. Candle Burn Performance
Proper candle care can affect performance, safety, and product life.
Customers should follow all product instructions and safety warnings, including:
Trimming the wick when appropriate
Keeping the candle on a stable and heat-resistant surface
Keeping the wax free from debris
Avoiding drafts and strong airflow
Not burning a candle longer than the recommended period
Never leaving a burning candle unattended
Keeping candles away from children, pets, fabrics, and flammable objects
Damage caused by failure to follow candle-care or safety instructions is not considered a manufacturing defect.
15. Exchanges
Direct exchanges may not always be available.
When an exchange is approved, we may ask the customer to return the original item and place a new order. In other cases, we may arrange a replacement directly.
Replacement products depend on inventory availability. If the requested replacement is unavailable, we may provide a refund, store credit, or alternative item with the customer’s agreement.
16. Order Cancellations
Orders are processed as quickly as possible. A cancellation request must be submitted promptly after the order is placed.
We will attempt to cancel the order, but cancellation cannot be guaranteed once processing, packing, fulfilment, or shipment has begun.
If the order has already shipped, the customer may need to wait for delivery and request a return under this policy. Shipping charges associated with an unsuccessful cancellation may not be refundable.
CandleNest.store may cancel an order because of:
Product unavailability
Pricing or listing errors
Payment authorization issues
Suspected fraud or unauthorized activity
Incomplete or invalid delivery information
Legal or shipping restrictions
When we cancel an order, any eligible payment collected for the cancelled items will be refunded.
17. Undeliverable, Refused, or Unclaimed Packages
Customers are responsible for entering a complete and accurate shipping address.
If a parcel is returned because the address was incorrect, incomplete, refused, unclaimed, or unavailable for delivery, we may deduct shipping, return, handling, customs, or carrier charges from the refund where permitted.
If the customer requests reshipment, additional shipping costs may apply.
A parcel marked as delivered by the carrier is not automatically considered lost. Customers should check the delivery location, household members, neighbours, reception area, parcel locker, and local carrier office before contacting us.
18. Promotional Purchases and Bundles
When a product was purchased through a bundle, multi-buy promotion, discount code, gift-with-purchase offer, or similar promotion, the refund may be recalculated according to the items retained.
If returning one product causes the remaining order to no longer qualify for the original promotion, the promotional discount may be adjusted.
Free gifts associated with a returned order may also need to be returned. If the gift is not returned, its value may be deducted from the refund where legally permitted.
19. Refunds for Gifts
When an item was purchased as a gift, refunds are generally issued to the original payment method used by the purchaser.
We cannot normally issue a cash refund to the gift recipient. Where available, we may offer store credit or an exchange after verifying the original order.
20. Chargebacks and Payment Disputes
We encourage customers to contact us before opening a chargeback or payment dispute. Our support team will make a reasonable effort to review and resolve legitimate concerns.
Submitting a chargeback does not create an additional right to a refund. We may provide the payment processor with order records, tracking information, delivery confirmation, customer communications, photographs, and other relevant evidence.
A return or refund request may be paused while an active payment dispute is being reviewed.
21. Consumer Rights
This policy is intended to operate alongside applicable consumer protection laws.
Nothing in this policy excludes, restricts, or replaces any legal rights or remedies that cannot lawfully be excluded. Where local law provides stronger protections than this policy, the applicable legal requirements will take priority.
Customers outside Canada may also have rights under the laws of their country, province, state, territory, or region.
22. Policy Abuse and Fraud Prevention
CandleNest.store reserves the right to refuse a return, refund, replacement, or exchange when there is evidence of fraud, abuse, false information, product substitution, excessive return activity, intentional damage, or misuse of the return process.
We may request additional information to confirm the identity of the purchaser, verify the order, or investigate an unusual claim.
This provision does not affect legitimate rights available under applicable law.
23. Changes to This Policy
CandleNest.store may update this Return and Refund Policy from time to time to reflect changes in our operations, products, payment methods, shipping practices, or legal obligations.
The latest version will be posted on our website with an updated revision date. The policy in effect at the time of purchase will generally apply to that order unless a later change is required by law or provides more favourable terms to the customer.
24. Contact Us
For return requests, damaged-item reports, refund questions, or concerns about an order, contact:
CandleNest.store
1830 Rue de l'Estoc
L'Ancienne-Lorette, QC G2E 6K7
Canada
Email: support@CandleNest.store
Phone: (416) 416-7290
Please include your order number in all order-related communications. Our team will respond as soon as reasonably possible and work toward a clear, fair, and thoughtful resolution.