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Returns & Refunds Policy

We understand each situation is unique; Please contact us at cs@TroughCreekCandleCo.com with any questions or issues.

RETURNS:

Our return policy is valid for 7 days after delivery date. 
If 7 days have gone by since your purchase delivery, unfortunately, we can’t initiate a return or refund; You must contact us within 7 days for a valid Return Authorization.
~There is a 20% restocking fee for all returns.
~All return shipping costs are the buyers responsibility.
~All shipping fees are non-refundable; only item prices are available for refund.

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To be eligible for a return, your item(s) must meet all of the following criteria:
1. You must contact TCCC at the above listed email address for a Return Authorization Number (RA#) within 7 days of delivery date.
2. Items must be in unused and new condition.
3. Must be in the original packaging.
4.  Your return must be postmarked within 7 days of receiving a valid RA#.
5. Provide receipt of purchase or original packing slip along with return shipment.
6. All return policy deadlines must be met.  

 

Any deviation from these criteria will cause your return/refund to be denied.


Several types of goods are exempt from being returned. These products include any downloaded items, fragrance items (including, but not limited to candles, smelly jellies, melts, soaps, and sprays),  and any customized (made-to-order) product.

 

SALE ITEMS:

Only regular priced items may be refunded, unfortunately sale items absolutely cannot be refunded.

EXCHANGES:

(if applicable) Products are not available to exchange.  However, we know that each situation is unique.  If your returned item would be eligible for an exchange, we will contact you regarding this possible option.   If this situation would apply, only like items will be exchanged.

DAMAGES:

All of our packages are insured.
To file a damage claim with USPS, click here.
To file a damage claim with FedEx, click here.

If your shipment is damaged in transit you also agree to contact TCCC within 1-2 business days of delivery date. You also agree to save all packaging materials and product. You further agree not to cancel or contest payment or deduct from any invoice any amount due to TCCC as a result of a damage claim. The carrier will conduct an investigation for the damage claim. If you filed the claim, they will contact you once their investigation is concluded to resolve the issue.  If we filed the claim, we will be in contact after the investigation has been concluded and FedEx has finalized the claim.  **Shipping charges are non-refundable.**

 

 

For all returns,including damages, contact us to receive your RA#. You MUST have a RA# issued by Trough Creek Candle Co.

After receiving a valid RA#, please return your order to: [ Trough Creek Candle Co 17958 Cooks Rd. Cassville, Pa 16623 ].



You are solely responsible for paying return shipping costs.  Shipping insurance and tracking numbers are required for return shipments; if these are not included we reserve the right to automatically deny any refund.  (We recommend using USPS Priority as these are included.)  If insurance is not purchased and item is damaged in return transit, refund will be denied. If the carrier denies the damage claim, refund will be denied. Tracking numbers are required for insurance purposes.   All shipping costs are non-refundable.  Refunds will be for the order or item purchase price only minus the published restocking fee.

A Refund or Reason for Denial will be issued within 1 (Open) Business Day after inspection of received returned item(s).  Due to different shipping options available for return shipments and bank or credit card processing times, actual refund receipt times will vary. 

 

PARTIAL REFUNDS: (if applicable)

There are certain situations where only partial refunds are granted: (if applicable)
Any sealed package that has been opened.
Any item not in its original condition.
Any item that is returned more than 14 days after delivery.
This list is not all inclusive; We reserve the sole right to approve partial refunds.

REFUND PAYMENT: (if applicable)

Once your return is received and inspected, we will send you an email with 1-2 days to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.  
If an exchange was requested, then you will receive notification of the new shipment.