30 Day 100% Satisfaction Guarantee
We are proud to stand 100% behind our products. Your satisfaction is always our top priority and we pride ourselves in our hassle free Return and Exchange Policy. If for any reason you are not completely satisfied with your purchase, we will be happy to facilitate an exchange or a return to ensure your complete satisfaction.
Please note that all returns require a Return Merchandise Authorization (RMA) Number, which can be easily obtained by using the "contact us" link on our website. Unauthorized returns are subject to 20% restocking fee and we do not accept returns on customized products. Refunds will only be made to the original payment within 7-10 days of our receipt of the return.
You can return purchased items within 30 days of receipt for an exchange or full refund (less shipping charges) subject to our Return Policies. Items that are not defective must be returned in NEW (unopened, unused, untested, and resalable) condition, in the original manufacturer packaging, with all the original contents included. There are usually no restocking fees for the return of items meeting the above mentioned conditions providing they are returned within 30 days of receipt. Refunds will only be made to the original payment within 7-10 days of our receipt of the return.
For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage. All charges related to the return of items to Cripple Creek Candles is the responsibility of the customer. We recommend a shipping method that is traceable so that your shipment will not be lost in the mail. We cannot be responsible for defects or damage caused by customer error. Our full liability is limited to the refund of the purchase price of the merchandise.
Return Policies
Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, promotional items included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.
Items that have been used by the customer or items that have been damaged by use cannot be returned to us. We also will not accept returns on orders where a promotional item has not been returned with the order. For example, if you bought an item that came with free extra product. These ‘extras’ must be included with your return to qualify for a full refund.
When repacking an item for return, please be sure to include all the free and promotional items that came with your order as well as all applicable accessories. Generally, as a “rule-of-thumb" you should return the items to us the same way we sent them to you - in the same condition and with all the original contents. If a promotional item is missing, its value will be added to the original price you paid for the order, thus reducing the amount of the refund, if such is issued.
Return Policy Exceptions
We are unable to accept returns or exchanges on the following items:
- If an item has been used, we are unable to accept its return.
- Unauthorized returns are subject to 20% restocking fee.
- All claims for credit, shortages, dissatisfaction and/or damages must be placed within 15 days of receipt of merchandise.
- Shipping charges are non-refundable, except in the event that Cripple Creek Candles shipped you the wrong items. Customers receiving free shipping will be charged the exact shipping charge for shipping if their order is returned for a refund of the original purchase price.
- Customer will be charged an additional SHIPPING fee for any refused or undelivered shipment due to customer's incorrect address entered on the order form. Any order that needs to be re-shipped will be charged at the same shipping charges that apply to the original order.
DEFECTIVE MERCHANDISE
To obtain Cripple Creek Candles Authorization to return a defective item for credit or replacement, simply email us by using the "contact us" form on this site within 15 days of receipt of products from shipping company and we will contact you within 2 business days with a list of the required information that we need to start your replacement or reimbursement claim. If reimbursement is required, the purchase amount of the item(s) minus the shipping charges of the returned items will be paid.
NON-DEFECTIVE MERCHANDISE
Non-defective Merchandise must meet the following criteria:
- Merchandise must be returned within 30 days of the date of receipt of products from shipping company.
- Items must be returned in NEW (unused, untested, and resalable) condition, in the original manufacturer packaging, promotional items included. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.
- Merchandise and merchandise packaging must bear no markings or otherwise be defaced or damaged.
- Returns which do not meet the conditions described in this return policy will be returned and the shipping cost of the return will be charged to the customer.
- All shipping costs associated with the return of non-defective merchandise will be your (the customers) responsibility.
MERCHANDISE DAMAGED OR LOST IN SHIPMENT
- All merchandise that is damaged during shipment is covered by the shipping company. If you receive merchandise that has been damaged during shipping, contact the shipping company or freight carrier immediately and file a claim. We will not be held responsible for merchandise that has been damaged or lost by the shipping company or freight carrier, or for delivered packages that have been stolen.
NON-RETURNABLE MERCHANDISE
- Items that have been used by the customer or items that have been damaged by use cannot be returned to us.
NOTE: Established procedures by UPS, USPS must be complied with or your claim may be denied.
