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Refund Policy

Returns & Refunds

Our return refund policy lasts 60 days. If 60 days have gone by since your purchase date, we reserve the right to refund only faulty items, pending inspection.

To be eligible for a return, your item must be new and unused, in the same condition that you received it, and in its original packaging.

Please note that Gift Cards are non-returnable.
If you would like to return/exchange your item, and it is in the above-mentioned condition, please contact us at support@14candles.com to check eligibility.

We will then require that you send it back to us, along with a receipt or proof of purchase, to:

14Candles
267 St. George St.
Unit 503
Toronto, Ontario
Canada M5R 2P9

Please do not send your purchase back to original destination. Do not send an item before contacting us for further instructions. An item that will be sent without contacting us prior to sending may not be eligible for refund or exchange.

There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 60 days after delivery.

Once your returned item is received and inspected, you will receive a notification with an arrival confirmation, and an approval/rejection of the refund/exchange request. If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

To check your eligibility for refund contact us at support@14candles.com.

Refunds due to delayed shipping
Please refer to our Shipping Policy for additional details.
Our average shipping times are 10-20 business days. However, in some cases there are delays which are not under our control. In such cases, shipping times may take longer than average, but we do whatever we can to speed up the process. In most cases such delays are solved quickly, but in a case in which an item does not arrive within 6 weeks from the order date we will refund or resend it.

Faulty items
If you received a damaged or faulty product, please contact us at support@14candles.com and send photos of the damage. Upon inspection of the photos we will replace. No extra shipping costs will be charged.
If your product was damaged a reasonable time after your purchase, we will replace it ("reasonable time" varies from product to product, and will be determined separately per case). 

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@14candles.com.

Sale items (if applicable)
Sale items may not be refunded, depending on the sale conditions.

Exchanges (if applicable)
If you are unhappy with the product your recieved, we will gladly replace it for you, as long as your item is not used, unopened, defective or damaged, and the request for exchange is made withing the 60 policy time limit.

Shipping costs to us and back to you are covered by the customer unless the reason for exchange is a faulty item. Please verify eligibility to exchange a faulty item at supprt@14candles.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
If you will need to ship the item back to us, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping (if applicable) will be deducted from your refund. If the reason for return is due to a faulty item or our error, shipping costs will be covered by us, pending our inspection of the product. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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