Refund policy

Return & Refund Policy

TULA operates this store and website, including all related information, content, features, tools, products, and services, in order to provide you, the customer, with a thoughtful and satisfying shopping experience (the “Services”). This Return & Refund Policy applies to all purchases made through the Services and outlines our policies regarding returns, exchanges, and refunds.

Please read this Return & Refund Policy carefully. By using and accessing any of the Services, you acknowledge that you have read and understood this policy, including the eligibility requirements and procedures described below.

Eligibility for Returns

We accept returns of eligible products within 14 calendar days from the date the product is delivered to you. To be eligible for a return:

  • The item must be unused and in its original condition and packaging;

  • The item must not be a custom or final sale item;

  • The request must be accompanied by proof of purchase (e.g. order number or receipt).

Returns that do not meet these criteria may not be accepted. If you have questions about whether your item qualifies, please contact us at info@tulascandle.com.

How to Initiate a Return

To begin a return, you must contact us via email at info@tulascandle.com within the 14-day return window. Please include your order number and the reason for the return. Upon approval, we will provide further instructions, including the return shipping address.

Return shipping costs are the responsibility of the customer unless the item was received damaged or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance.

Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be issued to your original payment method within 5 to 10 business days, depending on your financial institution.

Please note:

  • Original shipping costs are non-refundable;

  • We do not offer refunds on used candles, custom-made products, or gift cards.

Damaged or Incorrect Items

If your order arrives damaged or you receive the incorrect item, please notify us within 7 days of delivery. We may request photos of the product and packaging to assess the issue. In such cases, we will either send a replacement or issue a full refund at no additional cost to you.

Non-Returnable Items

Certain products are not eligible for return or refund, including but not limited to:

  • Used or burned candles;

  • Custom or made-to-order items;

  • Digital gift cards.

We reserve the right to refuse a return or refund if the returned item does not meet the conditions outlined in this policy.

Changes to This Policy

We may update this Return & Refund Policy from time to time, including to reflect changes in our Services or for operational, legal, or regulatory reasons. We will post the updated policy on this website and revise the “Last updated” date accordingly.

Contact

For questions about this Return & Refund Policy, or to begin a return, please contact us at info@tulascandle.com