Refund policy
Return Policy
We want you to love your candles! If something isn’t right, we’re here to help.
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return or replacement.
Eligibility for Returns
To be eligible for a return:
- Your candle must be unused and in its original packaging (e.g., unlit wick, undamaged jar).
- You must include the receipt or proof of purchase.
We cannot accept returns for candles that have been burned, except in cases of burn performance issues (see below).
To start a return, contact us at info@twoguysmakingcandles.ca
Once your return is approved, we’ll provide a return shipping label and detailed instructions.
Items sent back to us without first requesting a return will not be accepted.
Customers are responsible for return shipping costs unless the item arrives damaged or defective. If approved, we’ll provide a prepaid label for defective items.
You can always reach us with any questions at info@twoguysmakingcandles.ca
Damages and Issues
Please inspect your order as soon as it arrives and contact us immediately if:
- Your candle or jar arrived broken or leaking
- You received the wrong scent or product
- Your candle isn’t burning properly (e.g., won’t stay lit, tunneling, or wick issue)
In cases of a burn issue, please email a photo or short video showing the problem along with your order number.
We’ll review it and, if the product is found defective, we’ll offer a replacement or refund.
Because our candles are handmade, small imperfections (e.g., frosting, slight color variation, or uneven tops) are normal and not considered defects.
Market & Event Purchases
If you purchased your candle from one of our in-person markets or retail events, please bring the candle (and receipt, if available) back to our booth or contact us at info@twoguysmakingcandles.ca with the event name and approximate date of purchase.
We’ll do our best to make it right — replacements or exchanges are handled case-by-case for market purchases.
Scent Variations
All of our candles are hand-poured in small batches using natural waxes and fragrance oils.
Minor variations in color, scent strength, or texture may occur from batch to batch — these do not affect performance and are part of what makes each candle unique.
Exceptions / Non-Returnable Items
We cannot accept returns on:
- Used candles (unless defective)
- Custom or personalized candles (e.g., private label, wedding favors)
- Sale or clearance items
- Gift cards
If you’re unsure whether your item qualifies for return, please contact us before sending it back.
Exchanges
If you’d like a different scent or product, the quickest method is to return the unused item (after approval) and place a new order for your preferred candle.
Refunds
Once we’ve received and inspected your return, we’ll notify you whether your refund has been approved.
If approved, refunds are issued to your original payment method within 10 business days.
Your bank or card provider may take additional time to process the refund.
If it’s been more than 15 business days since your refund was approved, please contact us at info@twoguysmakingcandles.ca