We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition as you received it, unused, with tags attached, and in its original packaging. You'll also need your receipt or proof of purchase.
To initiate a return, please contact us at Info@tohottocandle.nl .
How do returns work?
1. Register your return via info@tohottocandle.nl within 30 days of receipt. Return shipping costs are for the buyer, unless the product is defective or incorrectly delivered.
2. After registration you have 30 days to return the product.
3. Return the product unused and in its original packaging.
4. You will be responsible for paying for your return shipping costs, unless we made a mistake.
5. After receiving the returned shipment, we will refund the full purchase price, including the original shipping costs, within 14 days.
Please note: Custom-made or personalized candles cannot be returned unless there is a defect or error on our part.
If your return is accepted, we'll send you a return shipping label with instructions on how and where to send the package. Items returned to us without a return request will not be accepted.
If you have any questions about returns, you can always contact us at Info@tohottocandle.nl .
Damage and problems
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item. We will then evaluate the issue and resolve it for you.
Exceptions/Items that cannot be returned
Certain types of items may not be returned, such as perishable goods (like food, flowers, or plants), customized products (like special orders or personalized items), and personal care items (like beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have any questions or concerns about your specific item.
Unfortunately, sale items or gift cards cannot be returned.
Exchange
The fastest way to get the item you want is to return the item you have and purchase the new item separately once the return is accepted.
Legal 14-day cooling-off period in the EU
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. As above, your item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging. You will also need a receipt or proof of purchase.
Refund
Once we've received and inspected your return, you'll be notified and we'll also let you know if it's approved. If approved, you'll automatically receive a refund via your original payment method within ten business days. Please note that it may take some time for your bank or credit card company to process and deposit the refund.
Please contact us at Info@tohottocandle.nl if it has been more than 15 business days since we approved your return.
