INTERNATIONAL RETURNS & REFUNDS
All international orders are final sale. No cancellations, returns or refunds can be accepted for orders shipped outside of the US.
Damages: Please see below
US CANCELLATIONS, RETURNS & REFUNDS
We accept order cancellations within 24 hours of order placement if your order has not been fulfilled yet. If you wish to cancel your order, we will refund the order minus a 10% refund processing fee. If you wish to cancel your order, please email us your order number and reason for cancelling to hi@bongcandles.com.
We accept returns up to 14 days after delivery, if the item is unlit, unused, undamaged, and in its original packaging. We will refund the full order amount minus the shipping costs for the return. Schwag products and custom products (such as special orders or personalized items) cannot be returned. Unfortunately, we cannot accept returns on limited edition collaborations, sale items or gift cards. Please contact us at hi@bongcandles.com with your order number (found on your confirmation email) to initiate a return or exchange. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return to 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’ve approved your return, please contact us at hi@bongcandles.com.
Shipping Damages
In the event that your order arrives damaged in any way, please email us as soon as possible at hi@bongcandles.com with your order number and photos of the item’s condition as well as photos of the shipping box. Please hang on to all damaged product(s) and packaging, too. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Use, care & liability disclaimer
Our products are designed and sold as candles. While the glass vessel may be reusable after the candle has been fully burned, any reuse, cleaning, or modification of the vessel is done at the customer’s own risk.
We are not responsible for damage, breakage, or injury that occurs during use of the candle, during wax removal or cleaning, or during any use of the vessel after the candle is finished. Once the candle has been burned, the product is considered used and no longer eligible for replacement or refund.
Any care or cleaning instructions provided on our website or blog are intended as general guidance only and do not guarantee results. Due to variations in handling, temperature, tools, and methods, we cannot insure or replace items that break during or after use.
By purchasing and using our products, you acknowledge and accept responsibility for their care and handling.
