Refund policy

Chez Shea Custom Return Policy

Effective Date: March 1, 2026

At Chez Shea Custom, we want you to love your candles as much as we do. We stand behind the quality of our products and are committed to making your experience positive. However, due to the nature of handmade candles (including potential variations in scent, color, burning characteristics, and hygiene considerations), we have the following return and refund guidelines.

1. Eligibility for Returns

Unopened/Unused Products: You may return unopened/unused candles within 30 days of delivery for a full refund or exchange, provided they are in their original packaging and in resalable condition.

Opened/Used Products: We generally do not accept returns on partially used candles. Candles are personal care items, and once the wick has been lit or the seal broken, we cannot resell them for hygiene and safety reasons.

Exceptions:

If your candle arrives damaged (e.g., cracked jar, broken lid), defective (e.g., does not burn properly due to manufacturing issues), or if it is the wrong item/scent due to our shipping error, we will happily offer a replacement or full refund. Please contact us within 7 days of delivery with photos of the issue.

Custom candles are non-returnable and non-refundable unless they arrive damaged or defective.

2. Refund Process

Refunds will be issued to the original method of payment within 5–10 business days after we receive and inspect the returned item.  Returns are subject to a 20% restocking fee. 

You are responsible for return shipping costs unless the return is due to our error (in which case, we will provide a prepaid return label).

We do not refund shipping or handling fees on the original order unless the entire order is returned due to our mistake.

Gift purchases: Refunds will be issued as store credit or to the original purchaser’s payment method. We cannot refund to a gift recipient.

3. How to Initiate a Return

Contact our customer service team at chezshea@chezsheacustom.com or through our website contact form before shipping anything back. Please include your order number, a description of the issue, and photos if applicable.

If approved, we will provide return instructions and (if eligible) a prepaid shipping label.

Note: Returns shipped without prior approval or to an incorrect address may be refused or delayed.

4. Exclusions

Sale items, clearance products, and limited-edition candles are final sale and non-returnable unless damaged or defective.

We do not accept returns on melted, burned, or heavily used candles.

Returns must be received within 30 days of the approval date.

Any product that has been altered, used in a way that voids safety (e.g., burning in an unsafe container), or shows signs of tampering is non-returnable.

5. Burning Safety Reminder

All our candles are crafted with care, but proper use is essential. Always follow the care instructions included with your candle. We are not responsible for issues arising from improper burning, drafts, or failure to trim the wick.

6. Questions?

If you have any questions about this policy or need help with an order, please reach out to our friendly customer service team at chezsheacandles.com. We typically respond within 1–2 business days.

Thank you for supporting our small business and for choosing Chez Shea Custom! We truly appreciate your understanding and hope you enjoy the warm glow and beautiful scents of our candles.