Refund policy
Due to the nature of our products, used candles cannot be exchanged or refunded. Please note we also do not offer refunds on change-of-mind purchases, and cannot exchange or refund custom candles. However, we’ll be more than happy to replace or refund products damaged during transit. If your candle was damaged during shipment, please contact us at info@iluminar.ca. with proof of damage within 48 hours of receiving the order.
OUR POLICY
1. Orders must be returned to us within 7 days from the date of purchase (as indicated on your order). Returns outside this period will be sent back to you.
2. Items must be returned in their original condition. This means the candles must be unburnt, contain all packaging, and have no stains or marks.
3. No returns or exchanges for items purchased using a credit note and sale items, as well as gift cards.
4. Store credit is valid for 12 months from the date of issue and cannot be used in conjunction with any other offers.
5. The customer must cover the cost of the return shipping. Iluminar will not be held responsible for parcels that are lost and cannot be traced with a tracking number.
In the event that an item is returned in a condition not satisfied by our criteria above, we will have to send it back to you and this may incur additional costs.
HOW TO MAKE A RETURN
Orders must be returned to us within 14 days from the date of purchase.
Contact us at info@iluminar.ca with the items you wish to return. Your subject line should read – ‘RETURN [your order number]’.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
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.
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 approved your return, please contact us at info@iluminar.ca.