Our Commitment to Your Satisfaction
At Oneuacreativeil, we take pride in creating premium handcrafted aroma candles. We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help.
Return Eligibility
You may return our aroma candles within 30 days of the delivery date if:
- The candle is unused and in its original condition
- The packaging is intact and undamaged
- The candle has not been burned or used
- You have the original receipt or proof of purchase
- The return is initiated within the 30-day return window
Please note that we cannot accept returns of candles that have been burned, used, or are not in their original condition for health and safety reasons. The 30-day return period begins from the date you receive your order, not from the purchase date.
Non-Returnable Items
The following items cannot be returned:
- Candles that have been burned or lit, even partially
- Candles with damaged or missing packaging
- Custom or personalized candles made to your specifications
- Sale or clearance items marked as final sale
- Gift cards or promotional items
How to Initiate a Return
To start a return, please follow these steps:
- Contact us within 30 days of receiving your order via email at help@oneuacreativeil.cv or by phone at +1 (437) 438-6689
- Provide your order number and reason for the return
- Our team will review your request and provide return instructions
- Package the candles securely in their original packaging
- Ship the package to the address provided by our customer service team
Please note that you are responsible for return shipping costs unless the return is due to our error or a defective product.
Refund Process
Once we receive your returned candles, we will inspect them to ensure they meet our return eligibility criteria. If approved:
- We will process your refund within 5-7 business days of receiving the returned item
- Refunds will be issued to the original payment method used for the purchase
- You will receive an email confirmation once the refund has been processed
- Please allow 5-10 additional business days for your financial institution or credit card company to process and post the refund to your account
- If you paid by credit card, the refund will appear on your credit card statement
- If you paid by another method, we will refund using the same payment method
Original shipping costs are non-refundable unless the return is due to our error or a defective product. If you received a free shipping promotion, the standard shipping cost may be deducted from your refund amount.
Exchanges
If you would like to exchange your aroma candles for a different scent or product, please contact us to arrange an exchange. Exchanges are subject to product availability and must meet the same eligibility requirements as returns.
Damaged or Defective Products
If you receive a candle that is damaged during shipping or has a manufacturing defect:
- Contact us immediately with photos of the damage or defect
- We will arrange for a replacement or full refund at no cost to you
- We may provide a prepaid return label for the damaged product
- Your satisfaction is our priority, and we will resolve the issue promptly
Quality Guarantee
We stand behind the quality of our handcrafted aroma candles. If you experience any issues with burn quality, fragrance throw, or other performance concerns within the first 30 days of use, please contact us. We will work with you to resolve the issue through a replacement or refund.
Order Cancellations
If you wish to cancel your order:
- Contact us as soon as possible at help@oneuacreativeil.cv or +1 (437) 438-6689
- Orders can be cancelled before they are shipped
- Once an order has been shipped, it must be returned following our standard return process
- Cancellations made before shipping will receive a full refund
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless:
- The return is due to an error on our part
- The product received is defective or damaged
- We sent you the wrong product
In these cases, we will provide a prepaid return shipping label or reimburse your return shipping costs.
International Returns
For orders shipped outside of Canada, please contact us before initiating a return. International return shipping costs and customs fees are the responsibility of the customer. We recommend using a trackable shipping service for international returns.
Questions About Returns
If you have any questions about our Return Policy or need assistance with a return, please contact our customer service team:
- Email: help@oneuacreativeil.cv
- Phone: +1 (437) 438-6689
- Address: 222 Spadina Ave. Unit 231, Toronto, ON M5T 3B3, Canada
Our team is available to help you with any concerns and ensure your complete satisfaction with our aroma candles.