At The Olfactory Company, Ltd., your satisfaction matters. Each candle is hand-poured with care, and we want you to love your purchase. If something isn't right, we'll work with you to make it right.
Returns
- You may return unused and unlit candles within 14 days of delivery for a refund or exchange.
- Items must be in original condition and packaging.
- Non-returnable items: used candles, custom orders, and clearance items.
- Shipping cost are non-refundable and you incur all shipping costs.
Refunds
- Once we receive and inspect your return, we'll notify you by email.
- If approved, your refund will be issued to your original payment method within 5-7 business days.
- Shipping costs are non-refundable.
Exchanges
- If your order arrives damaged or defective, we'll replace it at no cost.
- Please contact us within 7 days of delivery with photos of the item and packaging.
Shipping for Returns
- Return shipping costs are the customer's responsibility unless the item was damaged or defective.
- We recommend using a trackable shipping method to ensure safe delivery.
Start a Return
- Email us at support@theolfactorycompany.com with your order number, reason for return, and photos (if applicable). You can also use the our contact. Please navigate to our contact us page and fill out the form. Be as descriptive as possible and be sure to upload photos of the damaged product.