Returns & Refunds
Returns & Refunds
Clear support when something is not right.
Because many of our products are personal-care, food, pet, or hygiene-sensitive goods, most cannot be restocked safely after leaving our care. This policy explains our limited candle returns, Love It or Swap It Paw-mise™, and support for damaged, defective, or incorrect orders.
Effective and last updated: July 12, 2026
Unused Candles Only
Eligible unused and unburned candles may be returned within 21 calendar days of delivery.
- The candle must be completely unused, unburned, unaltered, and in its original condition.
- Contact us within 21 calendar days of the carrier’s delivered status and wait for approval.
- We will provide an approved prepaid return label at our expense.
- Pack the candle securely using appropriate protective materials and follow the return instructions supplied.
What an Approved Refund Includes
Refunds are based on what was actually paid for the eligible returned candle.
- The discounted merchandise price actually paid for the returned candle.
- Applicable sales tax attributable to the returned candle.
- Original shipping charges, expedited-service charges, and other delivery fees are not refunded.
- Refunds are issued to the original payment method; gift-order refunds go to the original purchaser.
Eligibility is confirmed after inspection. Items damaged during return transit because they were insufficiently packaged may be denied a refund to the extent permitted by law.
Other Products Are Not Returnable
Products other than eligible unused candles cannot be returned after shipment because their safety, hygiene, storage, handling, or product integrity cannot be verified for resale.
This includes body care, skincare, lip products, soaps, shampoo bars, bath products, wax melts and other home fragrance, herbal teas, pet treats, pet herbal or topical products, and other personal-use, consumable, food, or hygiene-sensitive goods.
Where eligible, these products are supported through the Love It or Swap It Paw-mise™ below. This no-return rule does not limit support for verified damage, a reasonable product defect, or an incorrect item.
One Swap Request per Order
Eligible products may receive store credit when they are not the right fit.
Request a swap within 21 calendar days of delivery. One approved swap request is permitted per order, but that request may cover more than one eligible item from the same order.
No physical return is required; keep or responsibly dispose of the original product. Approved credit is issued as a one-time store-credit code for another purchase.
Value, Use & Shipping
Credit covers eligible merchandise—not the cost of delivering another order.
Standard Eligible Purchases
Credit equals 100% of the eligible merchandise price actually paid.
50% or More Off
Eligible items purchased at 50% or more off the listed Compare-At price receive 70% of the merchandise price actually paid as credit.
Use Within 14 Days
The code expires 14 calendar days after issuance and must be used in a single transaction. Unused value is forfeited.
Customer Pays Delivery
Credit excludes original shipping, taxes, and fees. The customer pays shipping and any taxes or fees on the replacement order.
Swap credit may be combined with another eligible discount when checkout permits. It has no cash value, cannot be redeemed for cash, and cannot be applied retroactively.
First Purchase Eligibility
The first purchase of a product through a subscription may qualify for the Paw-mise™.
Only the customer’s first subscription purchase of a particular subscribed product is eligible, provided the order and product otherwise satisfy this policy.
Later recurring shipments of that subscribed product are not eligible for return, refund, or swap credit. They remain covered for verified shipping damage, an incorrect item, or a reasonable product defect.
No Return, Refund or Swap
These purchases are final except where applicable law or the order-issue provisions below require otherwise.
- Gift cards
- Apparel and other third-party-fulfilled merchandise
- Subscription renewals after the eligible first purchase
- Clearance, closeout, and items expressly marked final sale
- Custom, personalized, wholesale, special-order, custom-bundle, or custom-label products
- Products damaged through misuse, improper care or storage, unauthorized alteration, or failure to follow directions
Natural Variation vs. a Reasonable Defect
Small-batch products can vary without being defective.
Reasonable variation in color, shape, weight, texture, botanical appearance, scent intensity, frosting, minor surface character, or other handmade details may occur between batches and ordinarily is not a defect when the product remains safe and performs as intended.
A reasonable defect may include a verified formulation, seal, packaging, contamination, spoilage, usability, or performance problem beyond normal handmade variation. We review each report using the product, photographs, batch information, care instructions, and circumstances.
Damage, Defects & Fulfillment Errors
Report order issues within two calendar days
This process applies to every product category, including otherwise final-sale items and third-party apparel.
Contact Us Promptly
Email info@apawco.com within two calendar days of the carrier’s delivered status. Include your order number and a clear description.
Document the Condition
Send clear photographs of the product, shipping label, outer packaging, internal packaging, and any damage, leakage, melting, defect, or incorrect item.
Keep Everything
Retain the affected product and all packaging until we confirm they may be discarded or provide further instructions.
Inspection & Processing
Approved refunds return to the original payment method.
Returned candles are typically inspected within 2–4 business days after receipt. Once a refund is issued, the customer’s bank, card issuer, or payment provider controls posting time, which commonly takes an additional 5–10 business days.
If a refund has been confirmed but has not posted after the provider’s normal processing period, contact the payment provider before emailing us for additional transaction details.
Claim Review & Abuse
Reasonable documentation helps us apply this policy consistently.
We may limit or deny voluntary return or Paw-mise™ privileges when claims are fraudulent, unsupported, excessive, manipulated, duplicated, transferred, or otherwise abusive.
Nothing in this policy excludes rights or remedies that cannot lawfully be limited. When this policy conflicts with mandatory law, the mandatory requirement controls.