Refund policy

Replacement Policy

We have a 30-day replacement policy, which means you have 30 days after receiving your item to request a replacement.

Eligibility for Replacements
To be eligible for a replacement, your item must be defective, damaged, or incorrect. You will need to provide proof of purchase, such as a receipt or confirmation email.

Initiating a Replacement
To start a replacement request, please contact us at hello@oshuncandles.co.nz. Be sure to include your order number and details about the issue. Our team will guide you through the process.

Damages and Issues
Please inspect your order upon reception. If your item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and arrange for a replacement.

Exceptions / Non-replaceable Items
Please note that we cannot offer replacements for items that have been used, altered, or damaged due to misuse. Additionally, certain types of items cannot be replaced, including perishable goods (e.g., food, flowers, or plants), custom products (e.g., special orders or personalized items), and personal care goods (e.g., beauty products). If you have questions or concerns about a specific item, please get in touch with us.

Refunds
While we primarily offer replacements, if a replacement is not feasible, we may issue a refund. We will notify you once we’ve evaluated your request, and if approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your refund and you haven’t received it, please contact us at hello@oshuncandles.co.nz.

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