Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. All refunds are processed as store credit. Shipping costs are not eligible for store credit. 

Perfumes are not eligible for return or exchange due to hygiene purposes. Air fresheners are not available for refund or exchange once the lid has been saturated. 

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase. 

To start a return, please contact us at hello@frasercandleco.ca. If your return is accepted, the customer will be required to pay return shipping charges unless an error was made by our shipping team for the items sent. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions or concerns at hello@frasercandleco.ca.

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Please note that as our wax is 100% natural, there may be what looks like imperfections but this is typical of all-natural soy wax candles and is not a product flaw, and will not affect the scent or performance of your candle.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. Custom orders are not eligible for return due to the specific nature of the order being made to order.

Perfumes are not eligible for return or exchange due to hygiene purposes. Air fresheners are not available for refund or exchange once the lid has been saturated.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Any items that are returned by Canada Post to us as undeliverable due to incorrect addresses will be refunded as soon as the package has been returned to us less shipping charges. We recommend placing a new order with the correct address as the customer will be responsible for any new shipping charges.