Return Policy
If your order was lost or damaged in transit, we will be glad to offer you a replacement or a refund in the form of the original payment method after the lost or damaged items have gone through our loss and damage investigation procedure.
Replacements will be shipped by using the shipping method that customer selected on the original order. Return Conditions 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 cannot 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.
Important Notice Please Read
Custom Engraved Candles and Custom scented Candles are custom made to your specific choices, for that reason they can not be returned or exchanged for any reason. Please make sure you have sampled the fragrances and candles that you are ordering, you can not return them if you decide you do not like the scent. If you are ordering clear glass candles they may contain 'wet spots'. This is just the wax contracting away from the glass at an uneven rate. It does not always happen but can happen during shipping due to temperature and humidity changes. The candles are not defective and will burn correctly. Candles can not be returned because you do not like the look of wet spots if they happen to occur. By purchasing candles / private label products you are indemnifying Max Melts from losses that may result in any injury or damage caused by our products.
What happens if my item arrived damaged or was lost?
All items are shipped as quickly as possile but please remember that we are a small family business and make many items to order. Custom engravings and custom scent / tin combinations can take an additional day or two to manufacture and dispatch. If you require the items before a specific date please email us with you order number and we will do our best to accomidate any rush orders.
All shipped items are insured. Inspect your order immediately upon delivery. It is unlikely that anything will be damaged as we pack our orders well. If you detect visible physical damage or missing items, email or call us immediately if damage has been detected.
