Refund policy
At Ellen & Rose, we are dedicated to providing our customers with the highest quality luxury wax melts, candles, and related products. We understand that there may be occasions when our customers need to return items. To ensure a smooth and satisfying experience, we have established the following refund policy.
Please read our refund policy carefully before making any purchases on ellenandroseshop.com.
- Refund Eligibility
To be eligible for a refund, customers must meet the following criteria:
a. The item must be unused, in the same condition in which it was received, and in its original packaging. b. The refund request must be submitted within 14 days of receiving the item(s). c. A valid proof of purchase must be provided (e.g., order number, email confirmation, or receipt).
- Non-Refundable Items
The following items are non-refundable:
a. Gift cards b. Sale or clearance items c. Custom-made or personalized items
- Refund Process
To initiate a refund, please follow these steps:
a. Contact our customer support team at [email address] or through our website contact form, providing your order number and a brief description of the issue. b. Our customer support team will provide you with instructions on how to return the item(s) to us. c. Once we receive the returned item(s), we will inspect them and notify you whether your refund has been approved or denied. d. If your refund is approved, it will be processed within 7 business days and credited to your original method of payment.
- Shipping Costs
Customers are responsible for the cost of shipping the item(s) back to us. Shipping costs are non-refundable. If your refund is approved, the original shipping costs will not be included in the refund amount.
- Damaged or Defective Items
If you receive a damaged or defective item, please contact our customer support team within 48 hours of delivery. We may request photos of the damaged item(s) to determine the best course of action. In such cases, we may offer a replacement, store credit, or a full refund, depending on the circumstances.
- Exchanges
We only offer exchanges for items that are defective or damaged. If you would like to exchange your item, please follow the same process outlined in the Refund Process section.
- Changes to the Refund Policy
Ellen & Rose reserves the right to modify this refund policy at any time. Any changes will be effective immediately upon posting the updated policy on ellenandroseshop.com. It is the responsibility of the customer to review the refund policy periodically to stay informed about any changes.
If you have any questions or concerns regarding our refund policy, please do not hesitate to contact our customer support team at [email address] or through our website contact form. We are here to help you and ensure a pleasant shopping experience at Ellen & Rose.