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Unused items may be returned for a refund or exchanged for a different item within 30 days of purchase. Unfortunately, we cannot accept returns on gift cards. Items must be in the same condition as they were when sent and in its original packaging.
To start the return process, please fill out the returns request below. We’ll help you process your return and provide a shipping label, or you can choose to post it with a method of your choice. The buyer is responsible for the return shipping fees.
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Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate any issues.
Customer satisfaction is our top priority. Please feel free to contact us with any questions or concerns after receiving your candle, and we’ll work with you until you’re satisfied. If after burning, you feel that your candle is defective or is not performing to your expectation, please contact us at hello@thehours.co , and one of our agents will respond within 48 hours.
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We aim to process all returns/exchanges within 7 business days of receiving the package. We will refund the cost of the item(s) and any applicable sales tax. Shipping costs will not be refunded. All refunds will be credited back to the credit or debit card that was used for the initial transaction within 14 days of receiving the item and processing the return. The time it appears on your statement depends on the individual financial institution.
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The fastest way to ensure you get what you want is to return the item(s) you have received and once the return is accepted, make a separate purchase for any new item(s).
If you’d like to initiate an exchange or return, please fill out the form below.