Refund policy
Effective Date: January 1, 2022
Welcome to NatureWick. We appreciate your trust in our products and are committed to providing premium scented candles and an exceptional shopping experience. Customer satisfaction is our highest priority, and we want every purchase to meet your expectations.
This Return & Refund Policy explains the conditions under which returns, refunds, exchanges, and replacements are accepted for purchases made through NatureWick.store.
By placing an order on our website, you acknowledge and agree to the terms outlined in this policy.
1. Our Satisfaction Guarantee
At NatureWick, we carefully inspect every product before shipment to ensure it meets our quality standards.
If for any reason you are not completely satisfied with your purchase, we are happy to help.
We proudly offer:
- Free Worldwide Shipping
- Free Returns
- Full Refunds (when eligible)
- 30-Day Return Window
- Friendly Customer Support
Our goal is to make the return process as simple and stress-free as possible.
2. Return Window
Customers may request a return within 30 calendar days after receiving their order.
After 30 days from the delivery date, unfortunately we are unable to accept returns or issue refunds unless required by applicable consumer protection laws.
3. Eligible Return Conditions
Products are eligible for return if they are:
- Unused
- In original condition
- In original packaging
- Free from damage caused after delivery
- Returned within 30 days
Please include all accessories, packaging materials, labels, and promotional items originally included with your order whenever possible.
4. Items Eligible for Refund
Eligible situations include:
- Wrong item received
- Damaged during shipping
- Manufacturing defects
- Missing items
- Product significantly different from its description
- Customer changed their mind within the return period (provided the item remains unused and in resalable condition)
Our customer support team reviews every request individually to provide a fair solution.
5. Non-Returnable Items
For hygiene, safety, and quality assurance reasons, certain items may not be eligible for return, including but not limited to:
- Used candles
- Burned candles
- Personalized products
- Custom-made products
- Gift cards
- Final sale items
- Clearance products marked "Non-Returnable"
These restrictions help us maintain product quality and customer safety.
6. Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
- Order number
- Customer name
- Photos of the product
- Photos of the packaging
- Description of the issue
We will review your request promptly and arrange a replacement or refund when appropriate.
7. Incorrect Orders
If you receive an incorrect product, please notify us within 7 days of delivery.
Once confirmed, we will provide an appropriate resolution, which may include:
- Replacement shipment
- Product exchange
- Full refund
There will be no additional shipping charges for our error.
8. How to Start a Return
To begin a return request:
Email:
Please include:
- Full name
- Order number
- Email address used for purchase
- Reason for return
- Supporting photographs (if applicable)
Our customer support team will respond with return instructions as quickly as possible.
9. Return Shipping
NatureWick proudly offers Free Return Shipping for eligible returns.
Customers should wait until return authorization has been approved before shipping any products.
Unauthorized returns may experience processing delays.
10. Inspection Process
After receiving your returned package, our quality assurance team will inspect the item.
The inspection generally includes:
- Product condition
- Packaging condition
- Completeness
- Eligibility verification
Most inspections are completed within 3–5 business days after arrival.
11. Refund Approval
Once your return has been inspected, you will receive an email notification informing you whether your refund has been approved.
If approved, your refund will be processed using the original payment method whenever possible.
12. Refund Processing Time
Once your refund has been approved, we will begin processing it immediately.
Typical refund processing times are:
- Credit/Debit Cards: 5–10 business days
- PayPal: 2–5 business days
- Digital Wallets: 3–7 business days
- Other payment methods: Depending on your financial institution
Please note that processing times may vary based on your payment provider.
13. Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank.
- Allow additional processing time.
If you have completed these steps and still have not received your refund, please contact us at:
We will gladly investigate the issue.
14. Exchanges
We are happy to offer exchanges for eligible products.
You may request an exchange if:
- The item is defective.
- The product arrived damaged.
- You received the wrong product.
Exchange requests are subject to inventory availability.
If the requested item is unavailable, we may offer:
- A replacement of equal value
- Store credit
- Full refund
15. Order Cancellation
Orders may be canceled before they enter processing.
If your order has not yet been shipped:
- Full refund available
- No cancellation fee
If your order has already shipped:
- The order can no longer be canceled.
- You may return it after delivery following this policy.
16. Refused Deliveries
If a package is refused by the customer without prior authorization, additional shipping or handling charges may apply.
Refund eligibility will be determined after the returned package is received and inspected.
17. Lost Packages
If your package appears to be lost during transit, please contact us.
We will work directly with the shipping carrier to investigate the shipment.
Depending on the outcome, we may provide:
- Replacement shipment
- Full refund
- Alternative resolution
Customer satisfaction remains our priority.
18. International Returns
NatureWick proudly serves customers worldwide.
Eligible international customers may also return products under this policy.
We provide Free Return Shipping for approved returns regardless of destination.
Customers should always contact our support team before sending any return package.
19. Fraud Prevention
To protect our customers and business, we reserve the right to deny returns or refunds involving:
- Fraudulent claims
- Abuse of the return policy
- Repeated excessive returns
- Returned items inconsistent with the reported issue
- Evidence of intentional damage
Each request is reviewed individually.
20. Chargebacks
If a customer initiates a payment dispute or chargeback without first contacting our support team, we reserve the right to provide all available transaction records, shipping confirmation, tracking information, and communications to the payment processor.
We encourage customers to contact us first so we can resolve concerns quickly and fairly.
21. Limitation of Liability
NatureWick's liability shall not exceed the total purchase price paid for the applicable product.
We are not responsible for:
- Indirect damages
- Consequential damages
- Incidental losses
- Delays caused by shipping carriers
- Events beyond our reasonable control
Nothing in this policy limits any consumer rights that cannot legally be excluded.
22. Policy Updates
We reserve the right to update this Return & Refund Policy at any time to reflect changes in our products, services, legal obligations, or operational practices.
Any updates become effective immediately upon publication on our website.
Customers are encouraged to review this policy periodically.
23. Contact Us
If you have any questions regarding returns or refunds, please contact us.
NatureWick
Address:
19 Champlain Crescent
Kapuskasing, ON P5N 3A8
Canada
Phone:
(800) 459-6415
Email:
support@NatureWick.store
Thank You
Thank you for shopping with NatureWick.
We sincerely appreciate your trust and support. Our goal is to provide premium scented candles, dependable customer service, and a worry-free shopping experience. We are committed to making every purchase enjoyable from checkout to delivery and beyond.