Return Policy
Our Return Guidelines
1. Return Request
If you wish to return an eligible item for reasons other than a product defect, damage, incorrect item, or an error on our part, you may request a return within 30 days of receiving your order. In such cases, the customer is responsible for the return shipping costs.
For health, hygiene, and product safety reasons, Aromatherapy Candles and Fragrances must be returned unused, unopened, and in their original condition unless the product is defective, damaged during transit, incorrect, or significantly different from its description.
If the item you receive is defective, damaged, incorrect, of poor quality, or significantly different from its description, please contact us within 30 days of delivery. We will review the issue and provide an appropriate resolution, which may include a replacement, a full refund, or reimbursement of reasonable return shipping costs where applicable.
2. Return Requirements
To qualify for a return, products must:
- Be returned in their original, unused, and resalable condition.
- Include the original packaging, labels, seals, and accessories, if applicable.
- For Aromatherapy Candles and Fragrances, remain unopened and unused unless the return is due to a defect, damage, incorrect item, or our error.
- Show no signs of excessive use, misuse, damage, alteration, or contamination.
- Be returned with all components originally included with the order.
Return shipping costs may vary depending on your location and the shipping carrier you choose. Customers are responsible for return shipping costs unless the return is due to a defective, damaged, incorrect, or incorrectly described product, or an error on our part.
3. Refund Processing
After we receive and inspect your returned package, approved refunds will be processed within 3–5 business days.
Refunds will generally be issued to the original payment method used for the purchase. Depending on your payment provider or financial institution, it may take additional time for the refunded amount to appear in your account.
Original shipping charges are generally non-refundable unless the return is the result of our error, a defective product, a damaged product, or an incorrect item sent by us.
4. Orders Marked as Delivered but Not Received
If your tracking information indicates that your package has been delivered but you have not received it, please contact us within 24 hours after the delivery status has been updated.
After verification, we will work with the shipping carrier to investigate the delivery status and determine the most appropriate resolution where applicable. Depending on the circumstances and carrier investigation, the resolution may include a replacement shipment or a refund.
5. Exceptional Cases
If a customer refuses delivery or declines to accept a shipment, refunds can only be processed after the returned package has been received and inspected by us.
Original shipping charges are non-refundable unless the return is the result of our error, a defective product, a damaged product, or an incorrect item sent by us.
Returns sent without prior authorization may be refused, and any related costs will remain the customer’s responsibility.
Due to health, hygiene, and product safety considerations, opened or used Aromatherapy Candles and Fragrances may not be eligible for return unless the product is defective, damaged, incorrect, or significantly different from its description.
We reserve the right to refuse returns involving excessive use, intentional damage, misuse, fraudulent claims, unauthorized returns, or any violation of this Return Policy.
Refund Request Procedure
Before returning any item, please contact our customer support team by email and wait for return instructions and authorization.
Please include the following information:
- Full Name
- Shipping Address
- Email Address
- Product Name
- Order Number
- Description of the issue
- Photos showing any damage, defects, incorrect items, or other relevant issues, if applicable
Once we receive your request, our support team will review the information and, where applicable, provide detailed return instructions, including the appropriate return address and any additional requirements.
Customer Service Information
Customer Service Email: [email protected]
Company Name: Elayvion INC
Return Address: 1041 Last Dollar Rd, Telluride, CO 81435, United States