Return & Refund Policy

All goods sold are non-exchangeable, non-refundable or non-returnable. We also do not accept any kind of returns or refunds for change of mind, incorrect options chosen during orders, color difference due to photo lighting and final sale items.

We only accept returns or exchanges for defective or damages items or wrong product or item sent.

 

Damaged Goods

While we do our very best to make certain that your merchandise arrives safely, we have no control over the handling of your package once it leaves our studio. Once you receive your package, please carefully inspect each item.

In the unfortunate event that some of your merchandise is damaged during shipping, please contact us and provide all the proof and documents needed within 24 hours of receiving the goods at autreecandle@gmail.com, otherwise we cannot offer you a refund or exchanges or replacement. Please do not discard the damaged items until speaking to us so that a claim can be filed with the shipping company. 

Defective/damages and incorrect goods can only be exchange with the same or correct goods (subject to stock availability).  

 

Returns

Customers have 7 business days from the date of received to return an item and must be accompanied by the original receipt, otherwise the returns or exchanges request will be cancelled. The items must be unused and in the same condition that you received it. It must also be in it's original packaging.  We do not accept returns or exchanges on items that have been opened, used or altered in any way. 

The customer shall be responsible for the risks and condition of the product to be retuned until it reaches us at our studio. We will not be liable for any loss or damage to the item prior to the product being received by us. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your returns and exchanges. If you are approved, then your exchanges will be processed within a certain amount of days.

Au'tree Candle reserves the right of final decision if the product returned is in unsatisfactory condition, or the above terms are not met.

 

Aurum Tree Protection Plan (ATPP)

This warranty covers any defects in material or workmanship under normal use within the warranty period. During the warranty period, Au'tree Candle will repair or replace at no charge for products or parts of a product that proves defective due to improper material or workmanship, under normal use and maintenance. All FOC items are complementary and not entitled to claim warranty.

Under the Aurum Tree Protection Plan (ATPP), items that are eligible for extended warranty can be sent to Au'tree Candle for repair. To obtain warranty service, please contact us at autreecandle@gmail.com to determine the issue and the most appropriate solution before sending the defect item for repair or replacement.

Customers have 7 business days from the date of report to sent us the item and must be accompanied by the original receipt, otherwise the warranty service request will be cancelled. The customer shall be responsible for the risks and condition of the product to be retuned until it reaches us at our studio. We will not be liable for any loss or damage to the item prior to the product being received by us. 

Au'tree Candle reserve the right to refuse any exchange of merchandise in line with existing store policies,

 

Au'tree Candle reserves the right to change the terms and conditions at any time without further notice.

 

Thank you for shopping with Au'tree Candle.