Refund policy

Before ordering

We recommend trying new products or flavors in small quantities first. This will allow you to test them and ensure they meet your needs before purchasing more.

Our knowledgeable customer service team is here to help. We are committed to helping you achieve the desired results with your purchase. Contact us for expert advice:

Email: info@nzcandle.com

Return policy

Eligibility for return

In order to be eligible for return, items must meet the following requirements:

• Unused and in original packaging

• In the same condition as when received

• Returned within 14 days of receipt

Return procedure

To initiate the return procedure, contact us at info@nzcandle.com within 14 days of receiving your order to obtain a Return Merchandise Authorization (RMA) number.

Important:

• • Returns without an RMA number may be delayed or refused.

• • The RMA number must be clearly marked on the outside of the package, near the shipping label.

• • Approved returns must be shipped back within 7 days of the RMA being issued.

All returns are subject to a 25% restocking fee.

The customer is responsible for all shipping costs for the return.

Replacement Policy

We guarantee the quality of our products. Replacements will be made in the event of manufacturing or workmanship defects.

For assistance with product use, our customer service team is available to provide guidance on how to ensure optimal performance and proper application. Contact us at info@nzcandle.com and we will be happy to assist you.

Product Quality Guarantee

All quality issues are submitted to our Quality Control department for thorough testing and evaluation based on the production batch number. If Quality Control determines that the product meets specifications, the item will not be eligible for replacement.

Shipping and Delivery Issues
Receiving Damaged Goods
Please note: The carrier requires inspection of both the packaging and the contents. You must retain all original packaging materials for inspection. Alternatively, detailed digital photographs showing the box, packaging materials, and damage may be accepted as proof for the claim.

Insured shipping
USPS and UPS shipments are insured up to $100. We are not responsible for damage to goods caused by adverse weather conditions.
Shipping costs
Shipping costs are non-refundable.
Refused deliveries
Orders whose delivery is refused by the customer will be charged shipping costs plus a 25% disposal fee.
Returned Shipments
Packages returned to nzcandle due to incorrect addresses provided by the customer or unclaimed packages will be subject to all shipping charges (outbound and return) plus a 25% disposal fee.
Reshipment: If reshipment of a returned and unclaimed package is requested, additional shipping charges will apply.

Questions about returns?
If you have questions about product use or need assistance with a return or replacement, please contact us:
Email: info@nzcandle.com

NZcandle reserves the right to change this policy at any time.