Does Upper Room Candle Co. offer refunds, returns, or replacements?
Yes and no. Due to the customizable nature of our products, we do not offer any refunds, returns, or replacements unless a product was damaged during the shipping process or is determined by Upper Room Candle Co. to be defective due to our own standards and expectations of the product and/or its ingredients or materials (such as with a manufacturer's recall).
DAMAGED PRODUCTS: If your product(s) arrived damaged, we offer a 30-day exchange for the exact item purchased. If the item is no longer available, we will offer a comparable substitution. To complete your exchange, we require the order number and photos of the damaged product(s) and packaging sent to email@example.com no later than 7 days after the receipt of your shipment. Any product that is damaged for reasons not due to our error or shipping error is not eligible for an exchange.
UNWANTED PRODUCTS: We want you to fully enjoy your Upper Room products; therefore, we offer detailed descriptions of each of our scents as well as scent profiles with top, middle, and base notes. Since ordering fragrances online mean you cannot smell them before buying, we are available to chat with you prior to any purchases and answer any questions you may have about our fragrances, ingredients, and products. We also take great care to produce high-quality, hand-crafted products, many made upon request and only after the order is placed. Therefore, we do not provide refunds, returns, exchanges, or credits for any unwanted products purchased online, in person, or by one of our retailers, or received as a gift.
DEFECTIVE PRODUCTS: As with any hand-crafted item, slight variations from one product to the next are to be expected and are considered part of the unique appeal of an artisan product. If you feel the product is defective, please notify us of your concerns via firstname.lastname@example.org within 7 days of receiving the product. We will do our best to address your concerns; however, once our products leave our hands, we cannot vouch for how they are handled or stored and, consequently, how that will affect the products.
SEASONAL / DISCOUNTED PRODUCTS: All seasonal and discounted product sales are final. Outside of damage due to shipping, no refunds, returns, replacements, or credits will be issued for seasonal or sale/discounted items. If you feel the product is defective, please notify us of your concerns via email@example.com within 7 days of receiving the product. Even if it is determined that the product is defective, we cannot guarantee an exact replacement and will offer a comparable replacement.