Refund & Return Policy

1. Overview

At Wax Mood Studio, we take pride in our handcrafted soy wax candles and want you to be completely satisfied with your purchase. This Refund & Return Policy outlines the conditions under which you may return products and receive a refund or exchange.

This policy is in compliance with the Ontario Consumer Protection Act, 2002, the Competition Act (Canada), and other applicable Canadian consumer protection legislation. Nothing in this policy limits or restricts your statutory rights under applicable law.

2. Return Eligibility

We offer a 30-day return window from the date of delivery. To be eligible for a return, your item must meet all of the following conditions:

• The return request must be made within 30 days of the delivery date
• The item must be unused and unburned (wick must not have been lit)
• The item must be in its original packaging, undamaged and in resalable condition
• You must have proof of purchase (order confirmation email or receipt)

2.1 Non-Returnable Items

The following items are not eligible for return:

• Candles that have been used, burned, or lit
• Custom or personalized orders (custom labels, custom scents, wedding favours, etc.)
• Items purchased during final sale or clearance promotions (clearly marked at time of purchase)
• Gift cards
• Items returned after the 30-day return window

3. How to Initiate a Return

To start a return, please follow these steps:

Important: Please do not send items back without first obtaining a return authorization. Unauthorized returns may not be accepted.

4. Return Shipping Costs

Return shipping costs are handled as follows:

• Defective or damaged items: We will provide a prepaid Canada Post return shipping label at no cost to you.
• Wrong item received: We will provide a prepaid return shipping label at no cost to you.
• Change of mind or other reasons: Return shipping costs are the responsibility of the customer. We recommend using Canada Post tracked shipping to ensure your return arrives safely.

Original shipping charges are non-refundable unless the return is due to our error (wrong item shipped, defective product, etc.).

5. Refund Process

Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund.

5.1 Approved Refunds

If your return is approved, a refund will be processed to your original payment method:

• Stripe (credit/debit card): Refunds are processed within 5–7 business days. Depending on your bank or card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.
• PayPal: Refunds are processed within 5–7 business days and will be credited to your PayPal account.

5.2 Partial Refunds

A partial refund may be issued in the following cases:

• Items returned with signs of use or minor damage not caused during shipping
• Items returned without original packaging
• Items returned after the 30-day window but within a reasonable period (at our discretion)

5.3 Denied Refunds

If your return does not meet the eligibility criteria, we will notify you by email and offer to ship the item back to you at your expense. Refunds will not be issued for items that have been burned, used, or are otherwise ineligible.

6. Damaged or Defective Items

We take great care in packaging our candles for safe delivery via Canada Post. However, if your order arrives damaged or you receive a defective product, please take the following steps:

• Contact us within 48 hours of delivery at [email protected]
• Include clear photographs of the damage, including the packaging
• Provide your order number and a description of the issue

We will review your claim within 1–2 business days and arrange a full replacement or refund at no additional cost to you. You may not need to return the damaged item, depending on the nature of the damage.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different product, please initiate a return for the original item and place a new order for the desired product.

If the item you wish to exchange for is currently in stock, we recommend placing the new order before returning the original item to ensure availability.

8. Order Cancellations

You may cancel your order within 12 hours of placing it for a full refund, provided the order has not yet been shipped. To cancel, contact us immediately at [email protected] with your order number.

If your order has already been shipped, it cannot be cancelled. You may, however, return it once received in accordance with this policy.

9. Sale Items and Promotions

Items purchased at a discounted price during a sale or promotion are eligible for return under the same conditions as full-price items, unless explicitly marked as “Final Sale” at the time of purchase.

Refunds for discounted items will be issued for the amount actually paid, not the original retail price.

10. Your Rights Under Canadian Law

This Refund & Return Policy is designed to comply with and does not limit your rights under applicable Canadian consumer protection legislation, including:

• Consumer Protection Act, 2002 (Ontario): Provides rights related to internet agreements, including the right to cancel certain online purchases within specific time frames and requirements for clear disclosure of all material terms before purchase.
• Competition Act (Canada): Prohibits false or misleading representations regarding products, pricing, and business practices.
• Sale of Goods Act (Ontario): Provides implied warranties that goods sold will be of merchantable quality and fit for their intended purpose.

If there is any conflict between this policy and your rights under applicable legislation, your statutory rights will prevail.

11. Chargebacks and Payment Disputes

Before filing a chargeback or payment dispute with your bank, Stripe, or PayPal, we strongly encourage you to contact us first at [email protected]. We are committed to resolving any issues quickly and fairly. Filing a chargeback without first attempting to resolve the matter with us may result in delays and complications in the resolution process.

12. Contact Us

If you have any questions about our Refund & Return Policy or need assistance with a return, please do not hesitate to contact us:

Our customer service team typically responds within 1–2 business days, Monday through Friday, 9:00 AM to 6:00 PM EST.