At The Olfactory Company Limited your satisfaction matters 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 45 days of delivery for a refund or exchange.
- Items must be in original condition and packaging.
- Shipping cost are non-refundable and the customers responsibility, except where otherwise noted.
- Orders placed December 18, 2026 - December 24, 2026 received damaged or defective will have a 60 day return window from the date of purchase.
- For defective or damaged item claims - customers must provide proof of defect or damage by uploading photos using the return form.
- Returns due to defect or damage will not be initiated without photos.
- Non-returnable items: used candles, custom orders and clearance items.
Refunds
- For defective or damaged item refund claims, customers must provide proof of item defect or damage by uploading photos.
- Once we receive and inspect your return, we'll notify you by email and if approved, your refund will be issued to your original payment method within 5 business days. Refunds may take longer to process to your account depending on your institutions banking speed.
- Shipping costs are non-refundable and the customers responsibility, except where otherwise noted.
- Refunds due to defect or damage will not be issued without photos.
- No refunds on clearance items.
Exchanges
- If your order arrives defective, we'll replace it at no cost. If your order arrives damaged due to carrier handling, we will replace your item at no cost to you. For all other claims, shipping costs are the customers responsibility.
- For damaged/defective item claims, please contact us within 15 days of delivery with photos of the item and/or packaging. When filling out the form, please be as descriptive as possible and attach all applicable photos and descriptions.
- If you experience "buyers remorse" or are not satisfied with your product, you may exchange it for a different item of equal or lesser value within 45 days of delivery.
- Please note, shipping return/exchange costs due to "buyers remorse" are the customers responsibility and non-refundable.
- Exchanges due to defect or damage will not be initiated without photos.
- No exchanges on clearance items.
Shipping for Returns/Refunds or Exchanges
- Return shipping costs are the customer's responsibility, unless the item was received damaged or defective.
- If your item was received defective or damaged, we will pay for shipping after verification of the items condition.
- We recommend using a trackable shipping method to ensure safe return delivery.
- Return, Refunds and Exchanges will not be initiated without photos.
Start a Return/Refund or Exchange
- Please fill out the form below with your order number and reason for return, refund or exchange. Please include photos and descriptions of the damaged or defective items.
- Return, Refunds and Exchanges will not be initiated without photos.