Refund policy
At Sugar & Wicks Co., your satisfaction is important to us. Please read our refund policy carefully before making a purchase.
Returns We accept returns on unopened, unused candles in their original packaging within 30 days of delivery. To initiate a return, please contact us at hello@sugarandwicks.com with your order number and reason for return.
Non-Returnable Items Due to the nature of our products, the following items cannot be returned or refunded:
- Opened or used candles
- Items marked as final sale
- Gift cards
Damaged or Defective Items If your order arrives damaged or defective, please contact us within 7 days of delivery with photos of the damage and your order number. We will send a replacement or issue a full refund at no additional cost to you.
Refund Process Once your return is received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–7 business days. Please note that original shipping costs are non-refundable.
Exchanges We do not offer direct exchanges at this time. If you'd like a different product, please return the original item (if eligible) and place a new order.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Lost or Missing Refunds If you haven't received your refund after 7 business days, please check with your bank or credit card company first, as processing times may vary. If you still have not received it, contact us at hello@sugarandwicks.com.
Damages and issues
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 the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nichol@sugarandwicksco.com.
Questions? We're here to help! Reach out via our Contact page and we'll get back to you within 1–2 business days.