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 15 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 the customers responsibility, except where otherwise noted.
- Orders placed December 20, 2025 - December 24, 2025 received damaged or defective will have a 30 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 contact us form https://theolfactorycompany.com/customer-service
- Returns due to defect or damage will not be initiated without photos.
Refunds
- For defective or damaged item refund claims, customers must provide proof of item defect or damage by uploading photos. The claim and upload form can be found here https://theolfactorycompany.com/customer-service
- 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.
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 7 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 https://theolfactorycompany.com/customer-service
- 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. Please note, shipping costs due to "buyers remorse" are the customers responsibility and non-refundable.
Shipping for Returns/Refunds/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 items condition.
- We recommend using a trackable shipping method to ensure safe return delivery.
Start a Return/Refund/Exchange